Laws on internet commerce clearly define the responsibilities and obligations in relation to the right of withdrawal, the enforcement of guarantees or the administration of returns. Below is a summary of the steps you cando for your Marketplace catalogue products.
It is important that you are aware of the law! The law and regulations are clear about who is responsible for what, so please only contact suppliers for matters that they are responsibe for.
The following complaints may occur in connection with the sale of a catalogue product:
Withdrawal: the customer exercises the right of withdrawal without giving a reason;
Exchange: e.g. the customer has received the wrong size or colour of the product or wishes to exchange it for any reason;
Warranty: the product received by the customer is defective during normal use or the product does not match the specifications displayed in the online store;
Defective performance: the customer did not receive the product ordered, or the product received was already defective, damaged, etc. at the time of receipt.
It is important to clarify at the beginning of the case settlement which cases it belongs to, as the options for settling the issue are different.
If the complaint relates to the quality or functioning of the product, the supplier is obliged to repair or replace the product in the first instance. If this can be done, the supplier is not obliged to refund the purchase price. The supplier is also obliged to replace the product if it is not accompanied by a description or warranty card in Hungarian.
If the product does not correspond to the product description or differs significantly from the product photo, it is first of all necessary to clarify whether it is correct. It may be that the customer just can't find the specific setting or feature.
If the description of the product does not correspond to the actual characteristics or properties of the product, the supplier is obliged to refund the purchase price and correct the misleading information without delay.
Let's look at these cases separately.
Handling the right of withdrawal for Marketplace catalogue products
If your customer exercises the right of withdrawal for a catalogue product sent on behalf of your online store, the product returned to you to exercise the right of withdrawal will be returned to the selling online store, i.e. your business.
You can return the product to your address or to our warehouse address. In the latter case, as soon as the package arrives, we will contact you first and ask you about what should happen to the product. If it is in a resaleable condition, we will return it to your own stock, if it is not resaleable, we will scrap it - in which case you will need to take the scrap product away from us.
A product returned due to a right of withdrawal is effectively a customer return, so the policy and process is the same, especially with regard to the resaleability of the returned product. For detailed information on this, please refer to Handling returns at Webshippy
In the event of cancellation, the supplier is under no obligation to take back the product concerned.
Complaint handling with product exchange
If a customer wants to exchange the product they received, for example because they ordered the wrong size or colour, you will have to decide whether to exchange the product for marketing or legal reasons.
If you do, you can do this through Webshippy's system as follows:
Consult with your customer how to return the product to the Webshippy warehouse. If necessary, you can find a Return form for this in our system under Shipment and Package Management Settings. Download this from the interface and send it to your customer. Ask your buyer to fill it in and return the product with it. Please fill in the information on the form, as this will help us to identify the returned products (clearly mark the package with the necessary identification information, such as the name of your online store, the original order ID).
For more information on this, please see Returns handling processPlease be sure to let our Customer Service team know that you will be receiving returned goods and include the order ID number. Once the returned goods have arrived in our warehouse, our colleagues will contact you to discuss the next steps.
To send a replacement product, first create a new order with the same details as the first order - you can do this by copying the original order. Once the order has been finalised, you will need to purchase the required catalogue product again, the process is the same: you pay the catalogue price of the product by credit card during the purchase, then the order processing starts, at the end of which your package will be sent to your customer. You will need to either cancel the invoice previously issued to your customer, or turn off the invoice generation before clicking on the "Packable" status when you record a new order.
A product returned to Webshippy's warehouse during a product exchange will be added to your sell-through or scrap stock, but will be treated as your own stock in any case. If a subsequent order contains this product and it is not scrap, this product will be available for 0 HUF, so we will send out your own product in your stock.
You can of course try to contact the supplier in case of a product exchange, but they are not obliged to take back the returned product in such cases.
You can also exchange a product by sending a replacement parcel, as you can use our domestic Replacement Parcel Service. This means that you send the exchange product first, and the customer hands over the returned product to the delivery courier at the time of delivery.
For more information on how to create a replacement parcel, please visit:
Guarantee and warranty cases
If your customer has a quality complaint about the product you have sent, you should first know the details of his/her complaint, as under the legislation in force, this must be dealt with in the first instance by you as the online shop selling the product. In this case, it is also worth looking into the issue of warranty, product guarantee, warranty of accessories, and possibly involving a professional to deal with the matter.
If your claim is legitimate, since the ownership of the product has been fully transferred to you after the purchase of the product by Marketplace, contact the supplier of the product by writing an email after collecting the pictures and case description of the product and agree on how you will handle the warranty case. Webshippy, as the provider of the dropshipping platform, will provide you with the supplier details, which you will find on the invoice associated with the purchase of the product under Transactions
The information sent to the supplier must in any case include the following:
your company name, contact details,
name and item number of the product concerned,
date of purchase,
a precise description of the fault or complaint,
in any case, photos or videos of the defect, which may help to understand the defect and how to deal with the case.
The supplier must respond to your request within 3 working days. If this does not happen, please send any correspondence with the supplier (or the letter to which they have not responded) to [email protected] and we will contact them about the matter.
Solving warranty issues
There are two most common ways to handle a case: replacement of the product or refund of the product price.
1. Product replacement
If you agree with the supplier to exchange the product and send a replacement, you can choose to do it directly, i.e. the supplier will send you the new product and you will deliver it to your customer, or the supplier will send it directly to the customer (this is the easier way!).
But if you want to do this via Webshippy, you can handle the product replacement as described above (see Handling a complaint with product replacement). In this case, you should note that since you will have to pay for the replacement product again through our system when you purchase it, the supplier will have to refund you directly the catalogue price of the defective product (at which you purchased it from them), and also issue a cancellation or credit note invoice for the faulty product.
We will receive and record the defective returned product in the warehouse under your business name. If you have agreed with the supplier that you will return the product to them, you will have to arrange this yourself (e.g. by shipping the product or by sending a fixed parcel to the supplier). Webshippy's warehouse cannot arrange to transfer the product from your name to the supplier's name!
2. Refund of the product price
If you agree with the supplier to refund the purchase price of the product, you should arrange for the supplier to refund you directly the catalogue price of the product (at which you purchased it from them) and to issue a cancellation or credit note invoice for the product.
Along with this, indicate to your customer that you will refund the purchase price of the defective product to them, and if you are returning the product to them and sending it to Webshippy's warehouse, clearly mark the returned package with the necessary identifying information, such as the name of the online store and the original order ID. This will allow us to identify the online store from which the product was ordered.
In this case, please make sure to let our Customer Service team know in advance that you will be returning the order and include the order ID number.
Once the parcel has arrived at our warehouse, our colleagues will contact you to arrange further details.
Incorrect fulfillment
If your customer indicates that the parcel was damaged, faulty or incomplete, the first task is to find out who is responsible:
If there is visible external damage to the parcel, i.e. it can be assumed that the product was damaged during delivery, this is a damage event and we will investigate the matter. You can find out how to do this in our What to do in the event of damage?
If the product you have sent out shows no visible signs of damage, but the product does not work or does not work as it should, there is a Product Warranty or Warranty issue, which you can resolve as described above (see Warranty, Warranty Cases)
If the customer has a complaint that they did not receive what they ordered (different color, feature, size, product, etc.), please forward this information to us by recording a Customer Service ticket (as if it were a claim) and we will investigate the matter.