Easywholesale Vendor Resolution Policies

Index

General Guide and Definitions

Problems, Actions, Resolutions and Exceptions

General Guide and Definitions

Step by step breakdown of a typical 'successful' resolution from the vendor one that does not require an 'Easywholesale Resolution'

Buyer has a problem and looks up the type of problem in this document.
Buyer performs 'required buyer actions' within set time frames
Vendor performs 'required vendor actions' within set time frames
Issue resolved

Step by step breakdown of a typical 'unsuccessful' resolution from the vendor that uses the 'Easywholesale Resolution'

Buyer has a problem and looks up the type of problem in this document.
Buyer performs 'required buyer actions' within set time frames
Vendor DOES NOT perform 'required vendor actions' or does not perform within set time frames.
Buyer emails details of the order to resolutions@easywholesale.co.nz stating the type of problem and order number
A Snipesoft staff member relays the issue to the vendor, the vendor has 3 working days to reply with if they wish to contest.
3 typical outcomes:
a) The vendor advises they are not going to contest 'Easywholesale Resolution' refund is applied
b) The vendor does not reply after 3 working days the 'Easywholesale Resolution' refund is applied
c) The vendor contests with their explanation. Snipesoft staff investigate If the situation falls within one of the Exceptions stated in this document and the vendor is still able to follow though with an adequate resolution then no refund is applied, if not then the refund is applied, Snipesoft make the decision based this policy document and any proposed solution from the vendor and on the current product/Situation and the history of the buyer and vendor, and any other information at hand.
Issue resolved

How the resolution system works

If the buyer experiences a problem with an order that is within one of the criteria outlined then the buyer can follow the procedures as outlined. The buyer should expect the vendor to act according to the actions and time frames set out in this document if the buyer finds the vendor is not performing as they are required by this document the buyer can email: resolutions@easywholesale.co.nz with the order number and type of issue. We will investigate and resolve as per the resolutions and exceptions stated in this document.
Currently resolutions are performed via email and this is done all done manually is only for now. We are currently working on a more automatic system where there this can be done via a quick simple form attached to the order and progress and or vendor response can be seen directly within Easywholesale. Likewise the vendor will have quick simple forms to letting them quickly and appropriately respond the issues in question. This should be implemented by early 2011.

Easywholesale enquiry

In the context of this document when Easywholesale enquiry is mentioned it refers to an enquiry made directly via the Easywholesale Order enquiry system.
To access this simply visit the "Easywholesale orders" search under the Easywholesale menu in your System.
Locate the order in question and open it. There will be a 'general' tab at the top of the order, that is currently open and next to that an 'enquiry' tab click on the enquiry tab and enter a message. this will be sent to the vendor and linked to the order so they know what the enquiry is regarding.
This system can be used for email style conversation and all messages can be seen with their dates and times.
The buyer and the vendor will receive emails when the enquires are made or responded to.

Easywholesale payment

In the context of this document 'payment' requires payment confirmation and transfer of funds though the Easywholesale account system. Money being deposited into the Snipesoft Easywholesale bank account does not constitute payment for an order. The payment must them by transferred to the vendor using the 'ship now' button within the order. (Correct use of the payment pending status on orders will allow for automatic transfer when money is deposited) Snipesoft will endeavor to always process payments before 9 am on working days to allow 'payment pending' orders to be paid before 9 am. But this is not guaranteed. To ensure payment is applied before 9 am a balance should be maintained on your Easywholesale account. To allow immediate confirmation.

Shipment

Within the context of this document 'shipment of an order' simply means a tracking number be loaded into the Easywholesale system, once a tracking number is loaded into the Easywholesale system an item is considered 'shipped'. The buyer may access and view the tracking number once the vendor has loaded it into Easywholesale

Working days

All time frames in this document are specified as 'Working days' Within the context of this document 'Working days' refers to Monday-Friday weekdays, official NZ Public holidays and Regional Anniversaries (when the items are located in the Anniversary Region), and the days between Boxing day and New Years are not considered working days. If an action is before 9 am on a working day. Then that day is considered 1 the first day of the time frame, if an action is made after 9 am on a working day then the next working day is considered the first day of a specified time frame. The end of the working day is 12 pm (midnight) that day (this is to allow vendors to work overtime to complete tasks when busy).

Time frame examples:
Vendors have 2 working days to ship an item therefore assuming no Public or Regional holidays:

An order has payment confirmed at any time on Sunday the vendor has till the end of Tuesday to ship the item.
An order has payment confirmed at 8:30 am Tuesday the vendor has till the end of Wednesday to ship the item.
An order has payment confirmed at 9:30 am Wednesday the vendor has till the end of the Friday to ship the item.
An order has payment confirmed at 1:00 pm Friday the vendor has until the end of the following Tuesday to load a tracking number.

Explanation of 'Easywholesale resolution'

The 'Easywholesale resolution' is a resolution that will be compulsory and applied by Snipesoft under the following conditions:

The buyer HAS performed the appropriate 'required buyer actions' as stated and within the time frames required in this document.
The vendor HAS NOT performed the appropriate 'required vendor actions' as stated and within the time frames required in this document
The situation DOES NOT fall under one of the exceptions as stated in this document.

If the first 2 criteria are met, the buyer may email resolutions@easywholesale.co.nz with the order number,type of problem. Sinpesoft will then email the vendor and they will be given 3 working days to reply advising if they wish to contest.
The vendor can simply accept fault and give the go ahead for the refund to be applied in which case we will process the refund within 2 working days.
If the vendor does not reply within 3 working days then the a refund as per the procedure will be automatically applied to the buyer.
If the vendor does contest, their reply must be received within 3 working days and it must put their case as to how the situation falls within one of the exceptions relating to the type of problem. A member of Snipesoft staff will decide if their case is valid or not, the decision The current situation and the history of the vendor and the buyer etc will be taken into account when making the decision.

Definition of the exception 'reasonable excuse outside of the vendors control'

This is anything that might be outside of the vendors control I.e natural disaster, theft, fire, Post worker strike etc. Bug or problem with the Easywholesale system that caused the issues in question etc, etc. What is considered a reasonable excuse is at the sole discretion of Snipesoft Ltd. If we believe the vendor could have reasonably been able to take an action to solve the issue then it is not outside of their control. For instance if a staff member is sick, this is not outside of the vendors control the vendor could and should have a process i.e use a temp agency or ask other staff to come in early/work late that day etc.

Intention of the resolution policies for buyers

The resolution policies are designed to give buyers confidence in the system and understand exactly what they are required to do in certain situations and the options and expected outcome and time frame will be when a problem arises. The buyer can be confident that so long as they follow a few simple steps when a problem arises, the vendor must respond to them and deal with any issues with their service or product in a timely manner, if the vendor is unresponsive or 'too busy', they can be confident upon investigation ,provided the buyer has followed the steps they will get a fair refund that will be applied directly via snipesoft. The system is designed to put an end to the frustration of the occasional unresponsive vendor and give the buyer the confidence and ability to give timely and sensible resolutions to their respective customers.

Intention of the resolution policy for vendors

The resolution system is designed to give a set and simple way to deal with problems as they arise. It is designed to be fair for both buyers and vendors. Fair time frames have been given and the right to contest is built into the system. We will continue to build reports notifications into the system so as a vendor you know what needs to be done to resolve issues and how long you have. Later we hope to provide statistics to help improve your own business. By knowing more accurately what items have high return rates. And understanding the true cost of inaccurate shipping or poor service from your courier company is costing and allowing the vendor to work at improving these aspects in a way that will have a direct positive impact on your profit. Finally by having consistent resolution system in place we will be able to maintain and improve the reputation of Easywholesale, current users will buy more, and more users will be join, letting you as a vendor appreciate an even higher volume of sales from an highly efficient automated system.

Goal of the for Resolution polices/system

The system will be continually developed until resolutions can be performed with a simple form within the Easywholesale application. We will automate as much as possible the system for both the buyer and vendor. Statistics can then be collected regarding all parties accuracy and performance can be published within the system. When buyers use the resolution statistics regarding their past use can be shown to vendors and monitored by Snipesoft allowing us to identify and prevent users from abusing the resolution system.

Defined Problems, Actions, Resolutions and Exceptions

Problems with dispatch and delivery

Order paid but not yet shipped

Description:
The Vendor has 2 working days from the date of the Easywholesale payment (or 1 working day from correct address being provided if it was not initially) to dispatch the goods.

buyer required action/s:

Make payment for an order
Provide updated/correct address if asked by the vendor

vendors required action/s:

Ship item (within 2 working days of payment)
Optional:If the address is incomplete or incorrect (i.e P.O box when no P.O boxes are stated) request new address via enquires tab. (within 2 working days of payment)
If new address requested: Ship to corrected address (within 1 working day of correct address being supplied)

Easywholesale Resolution:
If the vendor does not ship within the time frames described then the buyer is entitled to a refund of the full shipping amount originally paid on the order.

Exception/s:
The vendor has a reasonable excuse that it outside of the vendors control.

Extra Notes:
See Explanation of 'reasonable excuse', Easywholesale Payment, Shipment and Working days definitions

Order paid but not shipped at all (more than 5 working days from payment)

Description:
The order is not shipped within 5 working days of Easywholesale payment

buyer required action/s:

Make payment for an order
If more than 5 working days has past since Easywholesale payment (or 5 working days since correct address being supplied if it was requested by vendor), submit a enquiry advising the vendor not to ship the item as it has taken too long

vendors required action/s:

Ship item within 5 working days of payment or correct address being supplied
If buyer advises not to ship after 5 working days: don't ship, cancel internal order

Easywholesale Resolution:
If the vendor did not ship the order within the time frames specified above then the buyer is entitled to a full refund of the items cost and a refund of DOUBLE the cost to ship.

Exception/s:
The vendor has a reasonable excuse that it outside of the vendors control.

There are known issues with the stock control within then Easywholesale system so if the item is out of stock, a full standard refund will be issued (but not double the shipping cost). Once we are confident the stock system is accurate within Easywholesale this document will be updated and out of stock not be considered an exception.

Extra Notes:
See Explanation of 'reasonable excuse', Easywholesale Enquiry, Easywholesale Payment, Shipment and Working days definitions

Item Dispatched but not Delivered (more than 5 working days from dispatch date)

Description:
Item has been shipped but has not been delivered more than 5 working days after the shipment date.
Most deliveries should happen fairly fast, often overnight and generally a maximum of 2-3 working days. You or your customer should always first contact the courier company directly. Please give 5 working days for delivery before involving the vendor, involving the vendor should always be a last resort when it once it seems the courier company may have genuinely lost the package.

buyer required action/s:

Directly contact courier company attempt to resolve.
If no resolution can be made with the courier company AND it is more than 5 working days from the date of dispatch then make an Easywholesale enquiry. Advising the vendor of non delivery

vendors required action/s:

Follow up with courier company / Post attempt to resolve non delivery issue.
If Item is advised as lost/damaged by courier. A new order must be sent within 5 working days of buyers initial enquiry, or refund in full (It is the vendors responsibility to claim for any loss with the courier / post.)
If the item is not lost/damaged and there is another issue with the such as invalid address, card left etc Reply to enquiry advise of problem and courier contact details for buyer / end customer to organize delivery(reply must be within 5 days of initial buyer enquiry)

Easywholesale Resolution:
If the vendor does not act within the time frames described then the buyer is entitled to a refund of the full amount originally paid including the shipping.

Exception/s:
The vendor has a reasonable excuse that it outside of the vendors control.

Extra Notes:
See Explanation of 'reasonable excuse', Easywholesale Enquiry, Shipment and Working days days definitions

Problems encountered immediately on delivery

Wrong quantity sent

Description:
Order has arrived, however one or more of the quantities ordered is incorrect.

buyer required action/s:

Post Easywholesale enquiry on the order. Outline the expected quantity and the quantity received. (The vendor must be advised within 18 days of dispatch or 14 days of delivery if delivery data is available via the courier website)

Vendors required action/s:

Optional: Confirm mistake, this can be easily done i.e check courier ticket, is the ticket is too small for the quantity required and/or do a stock take see if there are additional items in stock.
Optional If the request seems suspicious and the mistake cannot be confirmed: Please inform Snipesoft immediately (within 2 working days of buyers enquiry), so we can flag the address/customer as potentially abusing the resolution system, and check suspicious activities such as excessive claims.
If mistake is confirmed: send additional quantity within 2 working days of initial enquiry

Easywholesale Resolution:
If the vendor fails to send additional items within the specified time frames. The buyer is entitled to a refund of the full amount of the cost to create a order for the missing quantity. Including the full shipping amount required to ship the additional items.

Exception/s:
The vendor has a reasonable excuse that it outside of the vendors control.

If the request appears suspicious, and if the buyer, end customer or address has been deemed to be abusing the resolution system (see notes on abuse of the resolution system). Then no refund or replacement may need to be sent, this will be at Snipesofts Discretion. The decision based on the history of the buyer/customer/address and the general accuracy of the vendors dispatches.

Extra Notes: See Explanation of 'reasonable excuse', Easywholesale Enquiry, Shipment and Working days definitions

Wrong item sent / damaged on arrival / dead (not working/faulty) on arrival

Description:
One or more of the items in the order are one of: the incorrect item, damaged, dead (simply not turning on/working) at the time the order arrived

buyer required action/s:

Post an Easywholesale on the order. The incorrect/damaged/dead items must be described in this enquiry. Make sure adequate written details of nature of the problem is given (incorrect/damaged/dead) in the enquiry as then the vendor will be less likely to request photos and/or return of the original before resolution. (The vendor must be advised within 18 days of dispatch or 14 days of delivery if delivery data is available via the courier website for it the issue to be considered 'on arrival')
If requested by the vendor: Organize digital photos and/or the return of the incorrect/damaged/dead item, if returning try and send on courier/registered post so you can confirm the delivery and KEEP THE TRACKING NUMBER. There is a time limit of 21 days for the buyer to send photos/ return the item if asked (note: if asked to do this on confirmation of the problem the buyer will be entitled a refund to double the original shipping).
If the vendor requests a return: Post an Enquiry advising that the item has been returned if you can post a the return tracking number

Vendors required action/s:

Send correct item/s within 2 working days of enquiry.
Optionally: If you want the incorrect/damaged/dead items returned then with the new shipment include self addressed prepaid Courier/Post satchel or address and prepaid ticket with instructions on how to return the product the end customer can return the incorrect item. (An NZ Post or Courierpost ticket will mean the end customer can drop the item off at the Post office and a higher likelihood of return. Please advise Snipesoft of the successful/unsuccessful return of items by this method as we will track customers/addresses where this is unsuccessful to make sure the system is not abused)
Optionally: The Buyer can be asked to provide digital photos and/or organize return of the incorrect item. However asking for this means that buyer will be entitled to a refund of double the original shipping amount once the item is returned and/or digital photos viewed and confirmed incorrect. The Correct Item must be dispatched within 2 working days of item return/ photos sent. (Note: this will entitle the buyer to a refund of DOUBLE the shipping. So please consider the value of the item before requesting a photos/return as the value may not be high enough to justify asking for this)

Easywholesale Resolution:
If the vendor fails to resolve or respond to the original enquiry within 2 working days, or if the vendor requests photos/return of the incorrect item then and then fail to respond or resolve within 2 working days of receiving photos/item (date of the return of the item must be confirmed with courier/post tracking information) then a full refund of the item/s (including original shipping paid for those items) will be issued.

If the vendor requests photos before and/or return of the incorrect item before resolution the buyer will be entitled a refund of DOUBLE the shipping amount that it would cost to send a new order of the item/s in question. This is available regardless of if the vendor has replaced the items or not, if the vendor requested this and failed to replace the items then a refund of the items original cost will be given in addition to the double shipping

Exception/s:
The vendor has a reasonable excuse that it outside of the vendors control.

On request the buyer has 21 days to return/send photos of the incorrect item, if this is not takes longer than 21 days. Then the vendor may can simply send the correct item within the time frame and the buyer will not be entitled to the double shipping refund. but the vendor must still replace or refund for the items in question

If on return it is found the item is actually the correct item, or is actually working after testing then the issue will be treated as an change of mind issue and may continue but with the policies as per the change of mind resolution.

If the buyer, end customer or address has been deemed (by snipesoft) to be potentially abusing the resolution system then the vendor will be able to ask for a full return without the 2x shipping refund before sending correct item. The buyer will be notified if this is the case (see notes on abuse of the resolution system)

Extra Notes: See Explanation of 'reasonable excuse', Easywholesale Enquiry, Shipment and Working days definitions

Incorrect advertising/specification of product

Description:
Item appears to be the correct item, but the specification / advertising appears incorrect.

buyer required action/s:

Place Easywholesale enquiry on the order advising of the incorrect specification/advertising, adequate detail should be provided. (The vendor must be advised within 18 days of dispatch or 14 days of delivery if delivery data is available via the courier website for it the issue to be considered 'on arrival')
If requested by the vendor: Arrange return of the item to the address provide (there is a time limit of 14 days to do this), ideally this should be done with a tracked delivery method so return time can be confirmed.
If the vendor contests:The buyer can choose to accept the contest and have the issue processed as a change of mind problem (i.e item refunded but no shipping refunded) else continue to contact Snipesoft for Easywholesale resolution

Vendors required action/s:

Optional: Ask for the item/s to be returned, and provide address within 2 working days of initial enquiry. (if you do this you may have to refund double the shipping cost, so please consider the value of the item when deciding for the item/s to be returned)
Optional: If the vendor wishes to contest the advertising/specification is correct then please post this as an enquiry. When reviewed the return may be able to be processed as a change of mind problem instead. (if not requesting the return of the item/s this must be done within 2 working days of the initial enquiry OR if a the vendor requests a return of the item/s the enquiry must be submitted within 3 working days of the return of the item/s)

Easywholesale Resolution:
If the vendor does not act within the time frames described then full refund of the item/s and their shipping will be applied.

If the vendor requests a return of the item/s then a full refund of the items and 2x the cost to ship those items as a single order will be applied

Exception/s:
The vendor has a reasonable excuse that it outside of the vendors control.

No automatic refund is applied if the Returned Item is damaged. (if it was damaged by courier/post on return the sender can claim the cost back from the courier company or NZ post)

If the Incorrect advertising is contested by the vendor Snipesoft will review and make a decision based on the current situation and the history of the buyer and the vendor, if the Snipesoft decision sides with the vendor the issue can still be processed as a change of mind problem instead.

Extra Notes:
See Explanation of 'reasonable excuse', Easywholesale Enquiry, Shipment and Working days definitions

Change of mind

Description:
The buyer/end customer simply wishes to change their mind regarding the ordered item. (within 14 days of delivery/18 days of dispatch if there is no tracking information to confirm delivery date)

buyer required action/s:

Confirm item/s can be returned in a reasonable 'as sold' condition, original box and packaging typically are required to be returned with the item/s. All 'parts' that were originally sent must be returned, including instructions/ original box etc
Place an Easywholesale enquiry on the order asking for the address. And advising the item/s to be returned due to a change of mind
The buyer may wish to take or ask the end customer to take digital photos of the item/s before dispatch. To confirm condition of the return.
Arrange return of the item/s to the address provided (there is a time limit of 14 days from when the address was provided to do this), ideally this the item should be returned with a tracked delivery method (courier /registered post) so delivery and date of delivery can be confirmed.

Vendors required action/s:

Respond to request for return, advise if return is possible, and the required condition of the return (this must be done Within 2 working days of the initial enquiry)
Upon return of the item/s: Refund customer via the Easywholesale refund system, if the condition is not adequate refund partially or do not refund. However the reasons for this must be stated as an Easywholesale enquiry on the order (the refund or enquiry must be within 3 working days of the return of the item/s)

Easywholesale Resolution:
If the vendor does not act within the time frames described then full refund of the item/s minus the shipping will be applied.

Exception/s:
The vendor has a reasonable excuse that is outside of the vendors control.

No automatic refund is applied if the Returned Item is damaged. (if it was damaged by courier/post on return the sender can claim the cost back from the courier company or NZ post)

If the item is returned missing parts or in substandard condition snipesoft will review this. Based on the current situation, the information provided by the buyer and vendor and history of the buyer and vendor we will decide if a full refund of the item price is required or not. If it is decided no refund is allowed the vendor may offer a partial refund or the option for the buyer to have the item returned at the current set shipping price for the item/s.

There are a number of items that cannot be refunded for change of mind these include:

DVDs
PC and Gaming Console Software
Software
Underwear – swim wear
earrings, nose rings etc

There are also many items that cannot be returned unless they still physically sealed and never opened such as:

Confectionery
Consumables (Health and Beauty/Pharmacy products etc)
Printer cartridges, Printing paper (when packaging is opened)

The vendor may state 'no change of mind returns' or that the 'returns must be physically sealed and never opened' on the Easywholesale product listing. If this is not stated the ultimate decision will made by Snipesoft Ltd during the resolution process.

Extra Notes: See Explanation of 'reasonable excuse', Easywholesale Enquiry and Working days definitions

Problems with Warranty

Warranty Issue

Description:
Any problem with the item that is relating to the warranty. e.g item/s not working, fault/s with item/s. If the item is not working/faulty/damaged on arrival please refer to the dead on arrival problem resolution procedure.

buyer required action/s:

Check the warranty time frame against the original item dispatch date.
Place an Easywholesale enquiry on the order explain the exactly issue in as much detail as possible.
If technical instructions are returned attempt them with the item/s, or advise customer to attempt technical instructions, that may solve the issue, if this does not solve the problem, advise this as a Easywholesale enquiry on the order and request a return address
If return address is provided: Arrange return of the item to the address provided. (this must be done within 21 days of the address being provided)
Depending on outcome: The buyer may have to pay standard shipping for the item in question to have it returned if the fault was not covered under warranty

Vendors required action/s:

Confirm order is within the warranty time frame (this task will be automated by Easywholesale at a later date)
Optional: If issues may be fixed with technical instructions provide instructions as detailed as possible via the enquiry system (must be done within 3 working days of enquiry)
If technical instructions fail to solve: Provide via an Easywholesale enquiry on the order, a return address and return instructions (this must be done within 3 working days of the initial enquiry or last enquiry stating technical instructions failed to solve the fault)
On return of the item, item must be inspected and resolution advised, if refunding refunds must be given within 5 working days of return of the item. And replacement/repair time frames must be advised as an Easywholesale enquiry on the order within 5 working days of return of the item

Easywholesale Resolution:
If the vendor does not act within the time frames described then full refund of the item/s minus the shipping will be applied.

If time frames are met the actual warranty resolution is at the vendors sole discretion.

Exception/s:
The vendor has a reasonable excuse that it outside of the vendors control.

Important:The warranty resolution for Easywholesale only to ensure the vendor acts within fair defined time frames and an Easywholesale resolution can only be applied for if timeframes are not met.
What constitutes a warranty issue or not is at the discretion of the vendor. If the vendor deems the items issue is not covered under warranty they may ask for a the shipping cost to return the item.
However: We will be collecting statistical information on the outcome of warranty problems and pending some upgrades to the Easywholesale system these will be published, both per item and per vendor. This way the buyer can avoid products/vendors who have a high rate of denied warranties. And likewise vendors will loose sales if they are overly strict on warranties.

Extra Notes:
See Explanation of 'reasonable excuse', Easywholesale Enquiry, Working days definitions