Resolving Negative Feedback
To assist you in addressing unfair or unjustified negative feedback, we have outlined our Feedback Removal Process below. By following these steps, you can take appropriate actions to resolve the issue effectively.
Determine the reason for the negative feedback
In most cases negative feedback will almost always be the result of;
- Order was never received
- Order wasn't what the customer expected
Note: these policies do not apply to FBA Enrolment.
1. ORDER NEVER RECEIVED
The order was lost and claimed to be never received
START MESSAGE ==>
I am very sorry to learn from your feedback that your order was never received.
Since your order has not been received, I feel that it would be very unfair for you to remain out-of-pocket for something you haven't received, and for this reason, I have decided to issue a full refund.
I would be very grateful on this occasion if you would kindly consider updating or removing your negative feedback on merit of the high-level of customer service that I am trying to uphold on my account.
Providing you are happy to remove your feedback, you may do so as follows;
4. Select Remove.
Whilst I hope that a positive outcome has been reached, I do also hope that this experience does not in anyway prevent you from shopping with us again in the future.
Once again I would like to offer my sincerest apologies and give thanks in advance for your understanding.
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2. ORDER NOT WHAT THE CUSTOMER EXPECTED
The order wasn't what the customer expected
START MESSAGE ==>
I am very sorry to learn from your feedback that your order was exactly what you expected.
Since your order wasn't as expected, I feel that it would be very unfair for you to remain out-of-pocket for something that you weren't 100% satisified in paying for, and for this reason, I have decided to issue a full refund. There is no need to return the item to us.
I would be very grateful on this occasion if you would kindly consider updating or removing your negative feedback on merit of the high-level of customer service that I am trying to uphold on my account.
Providing you are happy to remove your feedback, you may do so as follows;
4. Select Remove.
Whilst I hope that a positive outcome has been reached, I do also hope that this experience does not in anyway prevent you from shopping with us again in the future.
Once again I would like to offer my sincerest apologies and give thanks in advance for your understanding.
====== END MESSAGE
Requesting your refund from us
To request a refund, launch the Submit 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 for orders placed with us via Bulk Upload 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.
Need help?
Book a free call with us today and we'll help you get started. Don't like video calls? No problem. Join our Retailer Portal and we'll be happy to answer any queries via text-based-chat instead.
