Buyers have up to 3 days after delivery to file a complaint if they’re unhappy with their order. In case that happens, you will get to chat with the buyer to understand the reason for their complaint and try to find a common arrangement. For eg if the seller and the buyer are aligned to a partial refund, Fleek will initiate that and the issue gets resolved. Please note that this refund has to be borne by the seller.
If the seller and buyer cannot find common ground, Fleek steps in as a neutral third party to resolve the matter. Fleek offers buyer protection, meaning any products that are falsely advertised (e.g. quality, brands, quantity…) would need to be partially or fully compensated by the supplier. In case a full refund is required, the supplier may require the buyer to return the order at the supplier’s expense.
In cases of returns, basis the location of the customer, the seller can avail of a free storage facility from Fleek for a period of 2 weeks in one of the nearby warehouse locations. During this period, the seller can relist those products on the Fleek platform and try to sell them to other customers. Since there is a limitation on the warehouse capacity, after two weeks Fleek won't be able to accommodate these items and the team shall get in touch with the seller to determine the next steps.
Let's take an example of a case where the buyer is unhappy and see how the process would look like -
So, Chris places an order for Jeans and has concerns with the quality of the order. In this case, Chris raises this issue with Fleek and files a ticket within 3 days.
Now, Fleek team shall understand the issue and communicate the same to the seller using a common chat group. If the seller is able to propose a resolution (like a partial refund or sending the right products) and if Chris is happy with it, the resolution gets exercised. If the seller has committed that he would be sending a new shipment with the right pieces, the cost of logistics involved needs to be borne by the seller.
In case there is a partial refund, the Fleek team shall refund the customer and the respective amount shall get deducted from the supplier's payout.
But in case Chris isn't satisfied with the partial refund and wants a full refund, in that case, the supplier can get the products picked up and these can be stored at one of Fleek's local warehouses for 15 days. Please note the cost of logistics required to send the products from the customer to the warehouse would be borne by the seller. During these 15 days, the seller can relist those products on the Fleek platform and can sell it to the other customers while Chris shall get a full refund of the order.
Its important to note that the Fleek commission shall be applicable on this order with Chris
If the supplier finds a new customer for the products, the same shall be dispatched from the warehouse to the new customer. Again, this shall be treated as a new order and the Fleek commission shall be applicable. The logistics cost in this case shall also need to be borne by the supplier.