We ask that all sellers do their best efforts to resolve issues with their customers directly, which should be possible for the vast majority of cases if you follow the advice in our Customer Complaint Handling guide and adhere to the Issue resolution & refund policy.
However, in the event that you and your customer really cannot agree on a resolution for an order issue after a good attempt to do so, either party can then request that we Yumbles step in and provide assistance.
If your customer has escalated an order issue to us; then we still recommend you urgently try and resolve it with them. Minimally be sure that you have adhered to the Issue resolution & refund policy.
What happens with an escalation?
If either you or a customer escalates an order issue to us, we will then carefully review:
- the details of the order,
- the communication between both parties via the order,
- the circumstances and timings around the fulfillment where relevant to the dispute e.g. if the issue is the timing the order arrived we will check the estimated delivery date on the order and the date it was dispatched (or if the order was offered with guaranteed delivery)
From that review we will then identify a fair resolution in line with the Issue Resolution & Refund Policy.
- If we believe that the fair resolution is a refund or replacement then we will discuss that with the seller and request that they proceed on that basis with the customer.
- If we support the view that a refund or replacement is not the fair resolution, that the order was correctly fulfilled, we will confirm that to both the customer and the seller.
Escalations should be rare
If we receive more than 1 escalation from your customers within a 12 month period we will also automatically conduct a review of your account. Protecting the marketplace reputation by ensuring high standards of customer service by all sellers is essential (and ultimately for the benefit of all sellers). If following an account review, we find that there has been a recurring pattern of poor customer service not in keeping with our policies, we will consider placing some limitations on your account until we see that remedied, that in serious cases may even included a full suspension.
Also to note that as always, refund fee charges may at our discretion be applied for any orders that end in refund due to a mismanagement of the order in breach of our policies.
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