Returns & Refunds (EN)

VEND's Partner Policy on Customer Compensation

Contents:

1. Understanding our refund policy
2. VEND’s strategy for customer care
3. Protecting you from fraud
4. Tips to prevent order issues
5. Need more help?

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1. Understanding VEND's approach to managing refunds

A happy customer is a returning customer, which is why VEND makes sure to process refunds quickly and efficiently, ensuring both customer satisfaction and a positive experience for our partners.

• When can a customer ask for a refund?

  • Whether or not a customer is entitled to a full/partial refund may vary depending on each vendor's refund policy and the reason for the request. Generally, VEND recommends refunds be granted in the following cases:
    • The item received is damaged or defective
    • The wrong item is sent
    • The item does not match the description or specifications provided
    • The item was never received
  • The final decision on whether to grant a refund or not is always up to our vendor’s discretion.

• How can a customer ask for a refund?

  • If there's a problem with an order, the customer can let the vendor know and talk to them directly by navigating to the Orders History page as long as it is within 14 days of the date the order was placed, or by contacting us to initiate a dispute if refunds aren’t enabled for that vendor's orders. If the vendor doesn't respond within 24 hours, or if they can't work things out with the customer, the customer can reach out to VEND directly. A VEND representative will then review the case and determine if a refund is warranted according to the vendor's refund policy.

• What if a vendor disagrees with a refund request?

  • If a vendor believes that the customer’s refund request is unreasonable, they can escalate their concern to VEND's customer support similarly to how a customer would do so. The VEND team will review both sides of the story, as well as any relevant evidence, and come up with a fair decision on their behalf.

  • Customers and vendors can manage order cancellations and disputes through their account dashboards. VEND always sides with the most up-to-date MOCI guidelines. 

• What are the possible outcomes of VEND's dispute review?

  • Once the investigation process has run its course, there are two possible conclusions:
    1. The fault lies with the vendor: Depending on the circumstances, the vendor may be asked to issue a full or partial refund, or, in the case of an incorrect or damaged item, to send a replacement. In some cases, VEND may also offer the customer store credit as an alternative.
    2. The fault lies with the customer: The customer will not be eligible for a refund.

• How long does it take for refunds to be processed?

  • The time it takes for a refund request to be fully processed depends on the complexity of the case. In most cases, however, VEND's customer service team will try to resolve the issue within 72 hours.

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2. Our strategy for customer care

At VEND, our number one goal is for all your customers to become repeat customers. We do that by ensuring every shopping experience is satisfying, hassle-free, and enjoyable. To achieve this, we have developed a comprehensive strategy for customer care that includes:

• Live customer support: Our support team is available 24/7. Customers are encouraged to reach out to us directly through email at [e-mail], call 22284332, WhatsApp [phone], chat in-app, or chat on the web for any inquiries. This includes return and refund requests, product issues, delivery status updates, and more.

• Resolving disputes: VEND ensures to resolve any disputes as quickly and fairly as possible, doing everything we can to ensure customer satisfaction with the outcome.

• Automated follow-ups: We send personalized emails to keep customers informed on the status of their order and provide alerts when there are changes in pricing or product availability.

• Modifiable orders: Customers have the option to modify their orders within a specified timeframe after making a purchase.

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3. How does VEND protect partners and customers from fraudulent activity?

For vendors:

• VEND has a robust security system in place to protect its vendors from fraudulent activity. We carefully monitor customer orders to detect any unusual behavior, which may include:

  • Customers with a long track record of returns, refund requests, or cancellations
  • Customers who place multiple orders with the same payment method in a short period
  • Customers who have tried to return products without a valid reason in the past
  • Third-party payments made without authorization
  • Any other suspicious activity that could indicate fraud

• Depending on the circumstances, VEND may automatically flag refund requests that fulfill any of the criteria described above.

For customers:

• VEND conducts a thorough vetting process for all its business partners to ensure a safe shopping environment.

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4. Tips to prevent order issues

A positive first impression means customers are more likely to order from you again! Here's what you can do to mitigate refund costs and make sure your customers have an enjoyable shopping experience:

• Make sure all your product descriptions, images, availability, and prices are accurate and up-to-date.
• Check all products for defects before shipping.
• Ship promptly and use a reliable shipping method.
• Ship the item with tracking information and share the details with the customer.
• Clearly outline what qualifies for a return or refund, and how long customers have to request them.
• Train your staff in managing order issues, refund requests, inventory levels, product descriptions, and other essential information.

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5. Need more help?

For more info, you can check out our FAQ page, or reach out to VEND's customer support team if you need more assistance with preventing order issues or managing refunds and returns. Our dedicated team is available 24/7 to provide guidance and help resolve any issues that may arise. CONTACT SUPPORT