Order Management For Vendor

Order cancellation policy for the vendor

Platsify hopes to provide a smooth cancellation experience for both buyers and vendors, while improving overall customer satisfaction and fostering brand loyalty. This policy has potential benefits for vendors, including reducing unwanted order disputes and rejected deliveries.

Therefore, buyers will be able to cancel orders within 4 hours of order confirmation without incurring any additional costs.

Additionally, buyers can reach out to vendors directly through messaging or reach out to Platsify for help in canceling orders that have been in progress for more than 4 hours after the order confirmation. A fee of 15% of the order value will apply to the buyer in this scenario. This is because we have already shipped and packaged the buyer's order, preparing it for delivery. And the buyer will be charged this fee when canceling the order.

Once confirmed as delivered to the shipping carrier, buyers cannot cancel their orders.

By allowing buyers to cancel orders more seamlessly, vendors can benefit in the following ways:

• A simple and transparent cancellation process reduces order disputes with buyers, avoiding the risk of escalation.
• Improved customer satisfaction (meaning that buyers are more likely to make repeat purchases and leave positive feedback on store).

How can I prevent buyers from abusing the 4-hour free cancellation policy?

Platsify takes protecting vendors from buyer abuse seriously. If vendor find a buyer trying to disrupt vendor business, please contact Platsify, and we will investigate and take appropriate action if the buyer violates our policies.

Return, exchange, and refund policies for vendors

Platsify values fair competition for vendors while also protecting buyers' rights. As a result, the order return policy will be applicable to all vendors on Platsify. Vendors must accept the return policy within 30 days of the buyer receiving the goods, without any restocking fee.

The purpose of this policy:

• Build a trusting relationship between vendors and buyers.
• Platsify ensures the quality of products and services.
• Resolve transaction-related issues promptly and effectively.

Product conditions:

• The product does not match the description on the website: wrong items, wrong material, wrong size.
• The fabric is tattered, dirty, wet, and hairy.
• The product has visible defects with the print, which are either blurred or out of place.
• After the first wash, the products suffer damage from peeled prints. Please contact Platsify to get further assistance within 30 days of delivery. For orders over 30 days from the date of delivery, Platsify refuses to support claims regarding these cases.

Return shipping fee:

• If the vendor is at fault, they are liable for all shipping costs associated with returning the item and sending a new one.
• In other cases, the buyer is responsible for the shipping costs to return the item, and the vendor is responsible for the shipping costs to send a new item (if any).

Return processing procedure vendor need to know:

Platsify will:

• Check the order information and confirm the buyer's request.
• Contact the vendor to notify them of the return or exchange request.

Vendor will receive a return request in vendor dashboard. If vendor do not respond that request in 2 working days. Platsify will send an email to inform vendor about that. Vendor have 24 hours more to respond. If timeover, Platsify will issue a fully refund for customer.

Vendor must:

• Receive the request from Platsify.
• Upon receipt, verify the product.
• If the product meets the conditions:
• Process the return request or send a new product to the buyer within 2 working days.
• If vendor accept a return, the vendor must send a return shipping label to the buyer.
• If the product fails to meet the specified conditions,
• vendor have the option to decline the request and provide the buyer with an explanation.

Dispute resolution:

• If a dispute arises between the buyer and the vendor, Platsify will be responsible for mediating.
• If there is no resolution, Platsify has the final say.

Resolve conflicts between buyers and vendors:

Resolution process:

The buyer or vendor contacts Platsify's customer support department to present the problem via email: [email protected].

This email must include the following information:

1. Clear Identification:

• • Order Number: Specify the unique order number assigned to buyer purchase.
  • Product Name: Clearly state the name of the product or item in dispute.

2. Detailed Description of the Issue:

• • Problem: Explain the specific problem buyer have encountering with the product. Be as detailed as possible.
  • Expected vs. Received: Contrast what buyer were expecting to receive based on the product description or agreement with the actual product vendor received.
  • Evidence: If applicable, provide any supporting evidence, such as photos, videos, or screenshots.

3. Timeline of Events:

• • Purchase Date: Mention the date buyer placed the order.
  • Delivery Date: Indicate when buyer received the product.
  • When the Issue Arose: Specify when buyer first noticed the problem.

4. Previous Attempts to Resolve:

• • Contact History: Briefly describe any previous attempts vendor've made to contact the buyer about the issue, including dates and methods of communication.

5. Desired Resolution:

• • Refund or Replacement: Clearly state buyer preferred resolution, whether it's a full refund, partial refund, or replacement product.

6. Contact Information:

• • Contact Details: Provide full name, email address, and phone number for easy communication.

Please note:

• Platsify will verify the information and make a final decision.
• Platsify will notify both parties of the resolution results.

Resolution principles:

• Legal basis: Platsify's decisions will be based on current laws and the terms of Platsify's policies.
• Neutrality: Throughout the dispute resolution process, Platsify will maintain an objective and neutral attitude.
• Resolution Time: Platsify will attempt to resolve the dispute as soon as possible, normally no later than 5 business days from receipt of the request.

Refund policy for vendor

Platsify values fair competition for vendors while also protecting buyer's rights. As a result, the order refund policy will be applicable to all vendors on Platsify. vendors must accept the return policy, please refer to our refund policy with the following conditions:

1. Cancel order

If buyer cancel an order on the Plastify website within 4 hour from ordering. Platsify will issue a full refund via the original payment method automatically.

2. Return the order

As soon as vendor receive buyer return order, vendor must check to see if the order is eligible for a refund or not, and calculate the refund amount buyer will receive. Vendor will refund the original payment method buyer used.

If the product buyer return through verification is not eligible for return and refund, vendor will notify buyer of the verification results via buyer email.

3. Eligible order for refund

vendor will ask buyer to provide some information in the specific cases below to verify whether the order is eligible for refund or not:

a. Items received are wrong/damaged/defective

vendor guarantee a full refund for products buyer receive that are wrong/damaged/defective, including the following cases:

• The product does not match the description on the website: Wrong product, wrong material, wrong size.
• The product received was torn, dirty, wet, and had hair on the fabric.
• The product received has obvious printing defects, is blurred or not in the correct position.
• The product is damaged and the print peels off after the first wash.

Please contact the Customer Support Team for further assistance within 30 days of delivery. For orders over 30 days from delivery date, Platsify declines to support claims related to these cases.

Please check the information buyer provide. In case of dispute, the more information, the quicker Platsify can solve the dispute.

• Provide order information to confirm order.
• Provide images of packaging labels.
• Photos of items and size tags/stock labels are framed.
• Product images clearly show damaged/wrong/defective parts that are different from the description on the website.

* NOTE: For orders with multiple products, please provide product photos/videos placed side by side on a flat surface.

Once vendor receive all of the above evidence and confirm that the product is eligible for a refund, vendor will refund the original payment method buyer used.

b. The item is the wrong size from the one ordered

vendor guarantee a full refund in case the buyer receives the wrong size product. Specifically, these products have measurements that are wrong compared to the product's size selection instructions (Difference of over 1.5" compared to standard product measurements).

Buyer need provide with the information below:

• Provide order information to confirm order
• Photos of items and size tags/stock labels are framed.
• The image clearly shows the actual product measurements: width, length (Please use a tape measure to measure).

*NOTE: For orders with multiple products, please provide product photos/videos placed side by side on a flat surface.

Once vendor receive all of the above proof and confirm that the (unused) product measurements differ by more than 1.5" from the standard product measurements,vendor must refund for buyer promptly.

c. Lost items

Vendor guarantee a full refund in case buyer order is lost during shipping.

As soon as the tracking reports are delivered, Platsify will send an email to confirm that vendor receive the correct items buyer ordered from our website.  

Please check mailbox, area security camera, ask neighbors and contact the local post office to make sure that order is not being held in somewhere buyer haven’t checked.

Please contact our Customer Support Team or vendor within 30 days of delivery if buyer haven’t received the package according to the email confirmation.

Buyer must provide with the information below to request a refund:

• Order’s information.
• Verified shipping address.
• Verified from buyer local post office that buyer haven’t received the package. 
• For orders over 30 days from the date of delivery, Platsify refuses to support claims regarding these cases.

d. The buyers change their mind

All vendors must accept return and refund in this case. However, the return shipping fee will be deducted from refund amount, and the original shipping fee is non-refundable.

Eligible order conditions for refund:

• The product is in original condition, with tags and labels still intact
• The product has no signs of being used
• Orders must be returned no later than 30 days from the date of delivery

Order Processing Guidelines for vendor

When there is a new order, vendor will receive an email notification of the order to the email address vendor registered with Platsify. At the same time, the order information is also updated in the vendor dashboard, in the "order" section.

At Platsify account dashboard, click to "vendor dashboard" on left menu.

To see detailed information about the order in Platsify's vendor dashboard, Click on the edit section. Here, the vendor can view detailed information about the order, including: name, address, contact information, product, quantity, price, etc.

At vendor dashboard, vendor can manage order by click on "Orders" or "Shipments" at the left menu

Order Process:

In this step, the vendor must check the payment status; If the payment status is complete, the buyer has paid. At this time, the vendor needs to check the order information and is responsible for contacting the customer if there is suspected error information. For instance, if the zipcode in the shipping address does not match the city, the vendor should contact the customer.

Check payment status and order information before fullfill order

The vendor will change the order status from "not approved" to "approved" if they check the order and find no errors. At the same time, prepare the order. We refer to this period as handling time, which should not exceed 3 days from the approval of the order to its delivery to the shipping unit.

During the order packing step, the vendor must make the following note:

• Prepare suitable packaging materials (boxes, bags, tape, and cushioning materials).
• Make sure to carefully pack the product to prevent any damage during transportation.
• Check the order again before packing to avoid errors.

The next step involves delivering the product to the carrier.

The vendor needs to print the shipping label, stick it on the package, and hand it over to the carrier. The vendor chooses the carrier to ensure that standard shipping within the US takes no more than 12 business days.

vendor must update the shipping status when fullfill orders

The vendor is also responsible for saving the tracking number and providing it to the buyer via email. At the same time, change the order status to "picked."

The vendor is also responsible for checking the order's itinerary and contacting the carrier if there is an incident during the shipping process. Once the customer receives the order, the vendor modifies the shipping status to "delivered."

For any questions, please send us via email [email protected].