Refund for quality issueUpdated 3 years ago
If it's a FBA order, what do we do?
| In these cases, we need to deal with cx as if it's FBM order | In these cases, we ask cx to contact amazon |
| We have the replacement parts such as screws/wooden pins/controller/adapter/cables/available | Heavy parts required such as legs/desktop/feet/cross bar |
| Issue can be dealt with partial refund under 15%*price | The desk/package is badly damaged/ruined in transport-SEE PARAGRAPH BELOW |
| Cx has already contact amazon and issue didn't get resolved | |
| Cx is angry/in urgent |
How do we judge whether it's damaged during transport?-Damage caused during transport refunding rules can be seen in “violent shipping"： https://knowledge-article.gorgias.help/en-US/violent-shipping-118289
a. The breakage has obvious deformation: uniformly classified as "violent transport" (because only violence transport can cause deformation)
b. The table is cracked from the middle: uniformly classified as "violent transport" (because only violence transport can cause large broken pieces)
c. Except above 2 cases, everything else can be classified as quality issue, you may follow the rules below.
Note
a. Calculate the partial refund by the percentage given and then offer cx an exact amount.
b. If cx doesn't have an order number, they need to purchase replacements. But if the cx couldn't find it/it was gifted/it is a second hand order, and at the same time, it was a small/cheap replacement parts (cable, screws, wooden pins) that we have in stock, please send it to cx for free.
c. You can't offer refund/replacement straight away without having an valid order number https://y.gorgias.com/app/ticket/57789959
1. Desktop Damage
| Type of damage | Light scratches/marks, Paint fell off-Doesn't affect from utilizing | Non-woven Fabric drawer(s) damaged-Doesn't affect from utilizing | The sticker on desk fell off |
| Pics as reference |   |  |  |
| Partial refund/Replacement | <=10%*Price | $10-$20/replacement drawer(s) | Recommend cx to purchase glue himself, we can reimburse the cost |
| Maximum refund | <=15%*Price | $35 | <=20%*Price |
| how do you find the price of the order: Fill in classification and click" refund" to check it out | |||
| If cx is angry/mentioned twice or more that he wants full refund or new desk(top)/has threatening words in email or msg | @Susanna | ||
2. Frame Damage
| Pics as reference |  |  |  |
| Partial refund/Replacement | Replacement motor side of leg | Replacement cable | Replacement slide rails |
| If cx is angry/mentioned twice or more that he wants full refund or new desk/has threatening words in email or msg | @Susanna | ||