Refunds, Returns & Cancellations
When you sell at AsiaGoShopping Marketplace, you're held to a high standard. It is your responsibility to work with your buyer to resolve differences. Communication is usually the key simply explaining a delay or reassuring a buyer puts most issues to rest. On those rare occasions when the problem persists, it is up to you and your buyer to reach a mutually agreeable solution.
Here are some situations when you may need to refund, return and cancel orders:
You can't fulfill an order or part of an order.
Sellers are required to have their items on hand and ready to ship. That said, if you sell often enough it's inevitable that at some point you'll sell an item only to discover it's out of stock--or broken on the kitchen floor. AsiaGoShopping Payments collects money from your buyer immediately. However, creating a refund is easy.
Marketplace sellers may not invoice buyers for additional fees. However, if an item cannot be delivered, sellers can still create a full or partial refund. Learn how to Issue a Refund.
The customer doesn't receive your order.
Work with your buyer to reach a mutually agreeable solution in regard to this transaction. How you decide to proceed is ultimately determined by you and your customer service policy, but all merchants are expected to demonstrate a high level of customer service.
You're options include:
- Refunding your buyer. This is generally the most customer-friendly resolution. If the order eventually arrives, AsiaGoShopping.biz can recharge the customer with their explicit authorization.
- Shipping or drop-shipping the order at your cost. While this may be a financial loss for your business, it is generally a customer-friendly solution.
- Asking your buyer to wait a bit longer for their order to arrive. If you choose this option, please be aware that your buyer may file an A-to-z Guarantee claim. See Respond to an A-to-z Guarantee Claim for more information.
Your customer decides to return an item
Buyers can return new media items (that is, books, CDs, VHS tapes and DVDs) in their original condition postmarked within 30 days of shipment. If the item returned is not defective/damaged/materially different, you can assess a reasonable restocking fee which should not exceed 20%. There should be no restocking fee charged if the item is defective/damaged/materially different.
For used media, defects/damage/material difference should be reported to you within 7 days of receipt and the returned merchandise should still be postmarked within 30 days of shipment.
Software is a unique product category and has some specific guidelines. If your item is sold in new condition and has been opened, you can refuse to accept the return unless it is defective. If sold as Used/Open and not materially different, you can also refuse to accept the return. If the item is materially different, a return should be accepted if it is sent back in its original condition and postmarked within 30 days of shipment.
Note that any software sold which does not adhere to the guidelines for selling used software is considered "materially different" and you could be held responsible for the reimbursement of any Guarantee claim or chargeback without the return of the merchandise. Please review the Selling Software guidelines for more information.
Electronics also have firmer guidelines for returns. If your merchandise is shipped new and unopened, return should be accepted less a reasonable restocking fee (for example, 15%) if the package is opened. If the item is shipped as used and is defective or damaged upon receipt, the buyer should report the defect/damage to you within 7 days of receipt and make return arrangements. If the item becomes defective more than 30 days after shipment and is under warranty, please assist your buyer in pursuing a warranty claim with the manufacturer.
AsiaGoShopping Marketplace sellers are required to accept returns even if the merchandise was exactly as described. If you refuse to accept the return of an item that is less than $300 and AsiaGoShopping.biz determines that it is materially different, you may be held responsible for any Guarantee claim or charge dispute filed for the transaction.
As with the AsiaGoShopping.biz retail returns policy, there are no returns of hazardous items that are gas-powered or contain flammable liquids and computer laptops or desktops more than 30 days after delivery.
In cases where you are not responsible for the return, the return shipping costs should be borne by the buyer. Upon receipt, please issue a refund to your buyer. Learn how to Issue a Refund.
Your customer files a credit card chargeback or an A-to-z Guarantee Claim.
When a customer files an A-to-z Guarantee claim or a chargeback with their credit card company, AsiaGoShopping.biz will contact the seller to request additional information about the transaction. Though these claims may appear similar, there are several key differences between guarantee claims and chargebacks.
For instance, customers are working directly with their credit card companies when they file a chargeback. Customers can file a chargeback with their credit card company at any time, from one day after the transaction has taken place to months later. Sellers are responsible for service chargebacks. Though AsiaGoShopping.biz does request information in the process of investigating a chargeback, the final outcome of a chargeback request will be determined by the customer's financial institution.
When a customer files an A-to-z Guarantee claim, they are dealing directly with AsiaGoShopping.biz. Customers can only file a claim within a specific timeframe, and the decision about whether to grant a claim is made by AsiaGoShopping.biz. We encourage customers to file A-to-z Guarantee claims rather than chargebacks, but ultimately it's the customer's decision how to proceed. The information that we provide to customers can be viewed online in AsiaGoShopping.biz Help .
Customer requests you cancel the order.
There is no mechanism available for buyers to cancel a Marketplace order once it has been completed. In those cases, the buyer will sometimes contact you directly to request that the order be cancelled. If you haven't shipped the item, simply initiate a refund for the order. If you have already shipped, request that your buyer return the item.
My buyer is unable to receive his order at the address he provided.
We would encourage you to simply refund the buyer. You may want to contact them to inform them of this situation, but please be aware that you should not ship to another address if they ask you to. For reasons of account security, we cannot permit buyers to change their shipping addresses after payment has been submitted.
A refund should be made even if you are not able to reach the buyer by e-mail; please note that you can include a memo with your refund, explaining the reason you are making it. You may decide to create a partial refund less shipping charges if you wish.
