We ask that all sellers manage their product availability and orders correctly and of course avoid letting down customers with late fulfillment or declining of orders.
See our Guide to Order Management.
We understand that sometimes things happen (like unexpected supply issues or staffing challenges) and so typically the occasional and unavoidable refunding of an order does not incur any costs to you.
However, at our discretion, where we detect clear mismanagement of orders that could have been avoided a refund charge equivalent to our service fee will be applied to your account balance for each applicable order.
The table below highlights example scenarios where a refund charge will be levied. In each case, it was avoidable and harmful to the marketplace.
| Issue | Description | How to Avoid |
| Orders left Pending for 5 days or more. | New orders still in a Pending status 5 working days after they were placed, will be automatically cancelled and a refund charge applied. |
All sellers are asked to accept (or decline orders) within 1 working day. If there is a supply issue or issue with the order, you can use Back Ordered status until it is resolved.
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| Orders Refunded after being Not Fulfilled On Time (without appropriate customer communication) | Orders that result in a refund because they were not dispatched by their delivery date - without any prior communication to the customer of the delay - will have a refund charge applied. |
Ensure your delivery timescales reflect the service you can provide. When you accept an order check the target delivery date and amend if needed. If an unexpected delay in fulfillment still then happens customers should be notified and the delivery date on the order amended BEFORE they were due for delivery. |
| Late Declining of Orders. |
Any order declined by you more than 2 working days after it was placed will have a refund charge applied.
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All sellers are asked to accept (or decline orders) within 1 working day. |
| Cancelling or Declining of Orders without any customer communication. |
If an order has been marked as Cancelled or Declined and there is no request from the customer for a cancellation AND no message from you explaining the decline.
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If you must decline an order, always let the customer know why. |
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Declining Orders due to product availability and not also changing the availability of the item on Yumbles
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If we see you declining/ cancelling orders due to lack of product availability and yet not changing the availability of the products in question then you will be charged refund fees for each subsequent order you are declining that could have been avoided. |
Once you realise an item is no longer available and minimally once you have to start declining any orders for it, you must also update the availability of that product on Yumbles.
You can either Disable the listing if it has been discontinued, or change the quantity to 0 if it is temporarily out of stock.
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