No one likes it when this happen, but sometimes it happen: order disputes. The samples you've received are not as expected, there's something wrong with your order or contact with the other party is not as it should be.
No worries, Manufy is here to help. Below we explain some scenarios where we can provide assistance in case of need.
You didn't receive your order?
If the Buyer does not receive the order, the Buyer must inform Manufy within seven days after the expected delivery date.
Manufy’s customer support investigates and confirms whether the Product was lost in transit.
Once the order has been confirmed as lost in transit, Manufy will request, and the external payment services provider will issue a refund to the Buyer of the total purchase price of the Order.
In case of dispute about the loss of the order during shipping, the information provided by the shipping provider will be deemed accurate, unless and until evidence to the contrary is provided to Manufy by the Buyer.
What happens if my order is not as described?
Products must comply with the description, photographs and samples provided by the Manufacturer.
If the order received by the Buyer does not comply with the description, photographs and samples provided by the Manufacturer, it will be considered as “Significantly Not as Described”. This includes the following difference(s) between the product received and the product description: incorrect sizes, wrong colours, severe damage to products, incorrect products or missing products.
Conversely, an order will not be considered as Significantly Not As Described if the differences between the products received and the description, photographs and samples of the products only include minor and negligible differences that do not affect the use and look of the products as legitimately expected by the Buyer based on the product’s description, photographs and samples.
If the Buyer considers that the order received is Significantly Not as Described, the Buyer must report the issue to Manufy within the Dispute Filing Period. This will suspend the transaction and the total order price will not be released to the Manufacturer until the following process is complete:
The Buyer and Manufacturer can resolve the issue between themselves in their Private Messages. Manufy’s Customer Support is willing but not obligated to mediate between both users to find a suitable solution for the issue.
If the Buyer and Manufacturer cannot or do not wish to solve the issue between themselves, they can contact Manufy’s Customer Support. If the Product is Significantly Not As Described, based on the criteria described above.
Manufy will notify the Manufacturer about the Buyer’s claim that the Product is Significantly Not As Described and the Manufacturer will have seven (7) days from this notification to either, at the Manufacturer’s option, 1. provide evidence that the Order is not “Significantly Not As Described”, or 2. provide a return address to the Buyer in a private message.
If the Manufacturer provides information / evidence on the claim within the indicated timeline, Manufy will make a decision if the Order is Significantly Not as Described by evaluating the information / evidence provided by Buyer and Manufacturer. If Manufy determines that the Order is Significantly Not as Described, the Manufacturer will be given additional time to provide the Buyer with the Manufacturer’s return address.
If the Manufacturer provides the return address, Manufy will cancel the Transaction and instruct the external payment service provider to issue a refund to the Buyer after the Buyer confirms that the product has been shipped back to the Manufacturer. Please note that Manufy does not provide the Order return service. The Buyer must pay for the return of the Order, unless otherwise agreed with the Manufacturer.
If the Manufacturer does not reply to Manufy’s request for information or does not provide a return address to Buyer, Manufy will cancel the Transaction and instruct the external payment provider to refund the Buyer the total purchase price of the Order. After the Transaction is canceled, Users can continue communication directly about the return of the Order to the Manufacturer and Manufy will no longer assist / mediate.
Until when can I indicate that something is wrong with my order?
In order to obtain a possible discount or refund under the Buyer Protection, the Buyer must report the issue to Manufy within seven days from when the Buyer is notified by Manufy that the Order should have been delivered. If the Buyer does not report the issue in time, the transaction will be completed and the money in Escrow will be released to the Manufacturer.
What is the role of Manufy during disputes?
We strive to find a suitable solution for every situation. With our terms and conditions, both the brands and manufacturers have agreed to comply with the process for receiving a discount or refund under Buyer Protection and to collaborate with Manufy to enable Manufy to make decisions on any Buyer Protection related issue based on the objective criteria set forth in these Terms and Conditions.
If the Buyer and Manufacturer resolve the issue between themselves after it has already been escalated to Manufy’s Customer Support, the users undertake to inform Manufy’s Customer Support about such an outcome.
When will the manufacturer be paid?
The Total Price of the Order, paid by the Buyer, will be retained by Online Payment Platform in Escrow until the Order is completed. The Order is completed:
when the Buyer clicks “Everything is ok” during the Dispute Filing Period; or
automatically after the expiration of the Dispute Filing Period, if the Buyer does not submit an issue through the “I have an issue” flow during the Dispute Filing Period; or
after the resolution of an issue that was reported during the Dispute Filing Period.
Once the Order is completed, the purchase price of the Order minus the agent fee for Manufacturers will be immediately transferred by Online Payment Platform BV to the Manufacturer.