This article contains information about delivery, returns and disputes for your Facebook shop.

Delivery

Once you've marked an order as dispatched, we'll keep updating the buyer on its status. Remember that a buyer can cancel an order within 30 minutes of purchase if you haven't yet marked the order as dispatched.

All sellers using Facebook shops must follow three delivery requirements:

• You must ship the package within three working days.
• Your customer must get the package no more than ten days after they place an order.
• You must use delivery services that offer tracking and delivery confirmation.

If a buyer needs to report that they never got the product, they'll contact you by email. You have two working days to respond. After receiving the email, you should ask the buyer to confirm whether or not the product has arrived in the meantime. If it hasn't arrived, you can dispatch the order again at no cost to the buyer.

If you and the buyer can't resolve the issue, the buyer can file a claim through Facebook. A claim for your issue can also be created if you don't respond to the buyer within two working days.

Returns

If a buyer requests a return, they'll email you with these details:

• Item
• Quantity
• Order number
• Date
• Reason for the request

When you get this email, you have two working days to reply to the buyer about their request with the return instructions. Here's what you need to do:

1. Accept the return (if it's for a new or unused product) within the time you specified in your product listing.
2. Ask the buyer to return the item within 30 days of the item's delivery date.
3. Refund the buyer through your Order management page.

According to the Purchase Protection Policy, you're responsible for paying delivery costs if a buyer returns a product for any of the following reasons:

• The product didn't arrive by the specified date.
• The product was significantly different than described. For example, the item

  • was damaged before or during delivery.
  • is missing major parts that weren't mentioned in the product listing.
  • was described as new but is used.
  • is a different version from that listed (e.g. someone ordered a blue shirt but received a red shirt).
  • is completely different from what was ordered.

For any other reason, the buyer must pay the return postage costs. It's up to you and the buyer to decide how to send the product back.

If a buyer claims that a product is significantly different from that described, but you disagree, make sure that you clearly state why you think the product is as described in your response. If you can't resolve the issue, the buyer may choose to escalate the issue and create a dispute claim for Facebook to review.

Issues and disputes

If a customer has an issue with a product, they'll email you via the email address that you specified when you set up your shop. You must respond to that email within two working days. If you think you're not at fault for the issue, state your reasons clearly to the buyer and provide any evidence you have.

If you can't resolve an issue with the buyer directly, the buyer can escalate the issue and create a dispute claim for Facebook to review. A buyer has 45 days from the date of delivery (or estimated delivery if they never got the product) to create a dispute claim.

If you don't respond to the buyer within two working days, a claim for the issue will be created. To protect yourself from refund requests for reasons not covered in our policy, make sure that you respond to customer enquiries and try to resolve issues quickly.

You'll get an email if a claim is filed. Facebook will review the order details, any communication between you and the buyer, and any evidence. We'll monitor customer refund requests and purchase activity for suspicious behaviour. If we approve the claim, we'll refund the buyer the full purchase price of the item and delivery costs. If we don't approve the claim, it will be closed. Once we've reviewed the claim, you'll be notified by email.

Note: Your payment processor charges a fee for each dispute filed. We limit any fees to USD 20 per dispute, and the payment processor usually won't charge a fee if you win the dispute.

Still need help? Contact us for support.

* Nguồn: Facebook