There are multiple reasons why a customer would send back an item. From our experience, the main reasons are:
- The customer ordered the wrong size/fit.
- The customer changed his mind about wanting the product.
- The customer would like a different color.
- The product has some sort of defect.
When it comes to the first two points, this is not something we can refund. The following actions depend on your own policies, and what you are willing to offer your customers.
SPOD will of course be able to offer a refund for any product quality issues. Please ask your customer to take a picture of the problem. Then, you can forward us that picture with the necessary information (order ID, product ID) to our customer service (firstname.lastname@example.org for US & email@example.com for EU).
If the problem can be seen, we will refund the article. If you then want to offer a replacement to your customer, you will have to place manually a new order in our App.
You can find more information about product quality issues here.