Refunds, issues, support

·     Where possible complaints and questions are handled by Marketplace but they may be passed to the Partner if needed. Orders placed directly with the Partner should be supported by the Partner

·     Refunds and replacements should be issued if:

o  the Product is damaged or defective (including damage incurred whilst shipping)

o  the Product is not as described or pictured on the listing

o  the Product arrives after the expected delivery date

·     Should the Product be a physical item the Partner is required to cover any shipping costs of returning the Product to the Partner

·     Are fund or replacement option is at the request of the buyer who will be given the option when they make a complaint about the order

·     Once a request has been made the Partner has 5 working days to approve or reject the funds, provide a full reason and if approved send a replacement Product

·     Replacement Product should be shipped within 48 hours of approving the Complaint

·     Refunds should be shown on the monthly Statement and include the order number for reference

·     For digital and other ongoing Product the Marketplace has the right to request usage reports to understand the frequency of usage of the Product by the Buyer

Fulfilment

·     Receiving the Order

o  most orders will be placed on the Marketplace, but some listings may require the buyer to do this on the Partners own website/app

o  Methods of placing and receiving the order:

- Where possible, the Partner will install a connection plugin to their e-commerce platform to allow the order to automatically get directed to their fulfilment channels.

- A unique discount code for the Marketplace can be used if it is not possible to place the order via the Marketplace place website/app

- A direct integration with the Partner may also be an option if there is enough demand

·     PhysicalProduct - Dispatched within 48 hours of ordering or the Partner should notify the Marketplace of the delay and provide tracking information

·     DigitalProduct - Must be made immediately available to the Buyer

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