At ShopSimon™ we want to ensure that customers have a positive experience when making purchases on ShopSimon™. This experience also applies to orders fulfilled by retailers and covers the timely delivery and condition of items once received. In rare cases, a dispute may occur.
If a shipment dispute occurs, the following steps will be followed:
1. Customer reaches out to the ShopSimon™ customer service team to notify us of order issue/question.
2. ShopSimon™ customer service will escalate issue to retailer for guidance and to help resolve situation. The retailer must respond to ShopSimon™ within 48 hours otherwise our team will act to resolve issue.
Delivery Not Received:
- ShopSimon™ requires proof of delivery from a standard carrier either via photo or signature. Most retailers already use services that provide this proof currently. When a customer reaches out to us without proof of delivery, we will reach out to you via the portal. If you are unable to provide sufficient proof of delivery within 7 days of the escalation, ShopSimon™ will make a refund determination based on a) the customer’s risk profile (using a 3rd party service that aggregates data across retailers), b) previous claim history and c) the order value.
- See below for examples of valid and invalid proof of delivery:
Stuck or Lost In Transit:
- ShopSimon™ will reach out requesting an inquiry be made with carrier. If retailer cannot guarantee shipment within a reasonable amount of time or the item has been stuck beyond a reasonable delivery window, a full refund will be given to the customer.
Defective/Incorrect Product:
- ShopSimon™ will reach out notifying you of wrong item being sent or item being defective, we will issue a return label to the customer and refund them 7 days after receipt in retailers warehouse.
3. ShopSimon™ Customer Service will work with retailer to resolve shipment dispute issue(s) according to the playbook listed above.
Please contact ShopSimon™ Seller Support if you have any questions or need additional information - sellersupport@shopsimon.com