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Seller-at-fault Claims
Overview
Once in a while, things might go wrong and buyers might raise valid claims against a seller’s order. For such cases, Qogita has a policy that focuses on simplicity, fairness, and transparency, ensuring that sellers are only held accountable for issues that are genuinely their fault. We understand that mistakes can happen and believe this investment to be in the interest of our partnership.
Qogita’s Claim Policy
We are committed to an accurate and streamlined claims process. Our focus is on improving the accurate allocation of fault and providing a formal dispute process to ensure fairness.
Key Features:
- Claims Disputes: Sellers have the ability to dispute any claim they believe is incorrect. This can be done directly in your Supplier Portal.
- Sellers must submit evidence for a dispute within 7 days of the claim being raised.
- This offers full transparency and control over the claim finalization process.
- Recouping of Funds: Claims that pass the 7-day dispute window will be recouped in a single consolidated credit note at the end of the month the claim was finalized.
- Consolidated Credit Note: All refunds, for both standard claims and returned orders, are handled together in a single consolidated credit note at the end of each month. This note will include the value of any approved, seller-at-fault claims, plus their associated shipping costs.
- Sellers have full visibility into their performance and any buyer claims regarding their orders, allowing them to track and improve.
- There are no ad-hoc exchanges concerning individual claims.
- All stipulations can be found in our Terms and Conditions.
Handling of Returned Orders
Our process for handling orders that are returned to the sender is straightforward and designed to be fair.
- Seller-at-Fault Returns: Returns caused by a seller error (e.g., incorrect Dangerous Goods labelling, faulty goods accepted via a claim) are treated as a standard seller-at-fault claim. Both the product, outbound shipping, and return shipping costs are subject to refund.
- Non-Fault Returns: For returns not caused by the seller (e.g., the buyer refused the delivery), we handle things differently:
- The Seller only refunds the cost of the goods.
- The seller is not charged for the shipping costs.
- Qogita only requests refunds for returns that were shown as delivered by the carrier.