Dealing with Customer Complaints
While customers may have various reasons to complain about an order, we have identified six common categories that encompass most issues. For more complex matters, we encourage you to contact us via our Retailer Portal. This ensures that we can provide you with the necessary support and assistance tailored to your specific situation.
- INAD ORDER (e.g. The order-items are not what the customer expected)
- WRONG ORDER (e.g. The order received contains the wrong items)
- DAMAGED ORDER (e.g. The order-items have arrived damaged)
- MISSING ORDER-ITEMS (e.g. the order has missing order-items)
-
ORDER NOT RECEIVED (e.g. The order has not arrived)
-
RETURN REQUEST (e.g. The customer makes a request to return the order)
1. INAD ORDER
The order-items are not what the customer expected
START MESSAGE ==>Thank you for your email although I am very sorry to hear that your order isn't what you expected.
To resolve this, I have gone ahead and issued a full refund for you. There is no need to return the order to us on this occasion.
In the meantime, please accept my sincere apologies for any inconvenience caused.
====== END MESSAGE
2. WRONG ORDER-ITEMS
The order received contains wrong items
START MESSAGE ==>Thank you for your email although I am very sorry to hear that you have mistakenly received the wrong item.
As suggested it seems that the wrong item has been sent to you in error. This is a genuine oversight on our part for which I can only sincerely apologise.
Nevertheless, I am keen to fix this for you and will do so promptly by arranging for your order to be repacked and re-shipped once more. There is no need to return the wrong item to us.
In the meantime, please accept my sincere apologies for any inconvenience caused.
====== END MESSAGE
3. DAMAGED ORDER-ITEMS
The order-items have arrived damaged
START MESSAGE ==>Thank you for your email although I am very sorry to hear that your order has arrived damaged.
To resolve this, I have very promptly arranged for your order to be repacked and re-shipped once more. There is no need to return the damaged item to us.
In the meantime, please accept my sincere apologies for any inconvenience caused.
====== END MESSAGE
4. MISSING ORDER-ITEMS
The order has missing order-items
START MESSAGE ==>Thank you for your email although I am very sorry to hear that your order is missing some items. This is a genuine error on my part for which I can only sincerely apologise.
Nevertheless, I am keen to fix this for you and will do so promptly by arranging for the missing items to be repacked and re-shipped once more.
In the meantime, please accept my sincere apologies for any inconvenience caused.
====== END MESSAGE
International (overseas) exclusions
We currently do not offer a resend option for international shipments, except in cases where you would like to arrange a replacement at your own expense. If you choose to proceed with a replacement shipment, you can request it through our Retailer App.
Alternatively, if you prefer not to arrange a replacement at your own expense, we recommend refunding your customer for the order. This will ensure a satisfactory resolution for both parties involved.
Please let us know your preferred course of action, and we will assist you accordingly.
Requesting your refund from us
To request a refund, open the Send Order Information form. This form is specifically designed to facilitate refund requests and ensure a smooth process.
Refund policy and waiver of dropship-fee
To ensure eligibility for refunds in cases of customer claimed non-receipt, it is important to follow the procedures and templates provided in this guide exclusively. Deviating from the advised or pre-authorized methods of handling customer complaints may result in voiding your eligibility for refunds.
Please note that dropship fees are non-refundable.
We value your cooperation in adhering to the specified guidelines to ensure a streamlined process for handling customer complaints and refund requests. If you have any questions or need further assistance, please don't hesitate to contact our support team.
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