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