Understanding how customer returns are handled on Crowdmade is important for managing your store and ensuring customer satisfaction. Here’s a quick guide to how returns work in different situations.
Can Buyers Cancel an Order?
Yes, buyers can cancel an order within a few hours of placing it. If a cancellation request is made during this window, the order is simply canceled, and no further action is required. The buyer will not be charged, and no product will be produced or shipped.
What Happens if a Buyer Wants to Return a Product?
If a buyer wants to return a product for any reason (e.g., they no longer want it), they have 14 days from the time they receive the product to initiate a return. Here’s how the process works:
- Initiating a Return: The buyer contacts our customer service center to start the return process.
- Return and Refund: Once we receive the returned product, the buyer is refunded the full amount of the order.
- Impact on Creator Earnings: In customer-requested return situations, the value of the returned product is deducted from the creator’s payout for that month.
How Are Returns Handled if There’s a Manufacturing Defect?
If there’s a manufacturing defect or issue with the product, Crowdmade will work closely with the customer to resolve the issue in a way that satisfies them. The most common solution is to re-manufacture and reship the product completely free of charge to both the buyer and the creator store.
Key Points:
- No Cost to Creators: For manufacturing defects, Crowdmade covers the cost of re-manufacturing and shipping the replacement product.
- Customer Satisfaction: Our goal is to ensure that the customer is happy with the resolution, whether that means a replacement product or another solution.
Recap: How Returns Are Handled
- Order Cancellations: Can be done within a few hours of placing an order.
- Returns for Unwanted Products: Buyers have 14 days to initiate a return, and refunds are issued once the product is received. The product value is deducted from the creator’s payout.
- Manufacturing Defects: Crowdmade resolves these issues by re-manufacturing and reshipping the product at no cost to the buyer or creator.