Refund Policy for Zopi Fulfillment service
This refund policy is to be used as a resource by dropshippers who utilize the Zopi Fulfillment service . Please review the following policies carefully to understand clearly when you are eligible to request a refund.
Common situations: the item doesn’t arrive, is delayed/lost in transit, customs clearance failure, etc.
a. If an item doesn’t arrive within a certain time period: Zopi’s Supplier will conduct a review of the package. After determining the responsibility, if it is confirmed to be due to Zopi’s Supplier fault, they will process a refund within 24 business hours.
b. If the item is lost during shipping or if it is significantly delayed, you may be eligible for a full or partial refund.
c. If the issue is due to the customer: Such as needing to cooperate with customs clearance, goods stored at a pickup point not collected by the customer, or difficulty contacting the customer, Zopi’s Supplier will contact the customer through Issue to provide details about the package.
If the dispute is due to Zopi’s Supplier fault (such as product damage, packaging damage, product defects, missing items, or incorrect goods), Zopi’s Supplier will not require the customer to return the product and will contact the customer within 24 business hours of the customer raising the issue to discuss a solution, refund or re-delivery.
If the dispute is due to subjective reasons (such as selecting the wrong size, buyer’s remorse, or incorrect specifications), Zopi’s Supplier will need to negotiate with the customer and will process a refund or replacement after the customer returns the product.
If the item you received does not match the product description, you are eligible for a refund. Be sure to provide clear evidence, such as photos, demonstrating the issue.
Log into Zopi > Order Center > Shipment tab.
Access the All sub-tab and click three-dot icon on the right of the Order Card of the order you want to refund.
Click Request refund.
In the Reason for refund drop-down menu, select the reason of refund.
In the Delivery status drop-down menu, select the status of the order delivery.
Input your description of the item issue to provide supporting proof based on the selected reason.
Upload photos to prove damage.
Click Confirm.
Wait for Zopi's supplier to review within 1 day and process the refund within the next day if approved. During this process, Zopi will update the refund status under the Refund tab in-app, allowing you to easily monitor the status of your orders.
Damaged or defective items must be reported within 30 days of delivery. Please provide detailed photos or video when you open the package and a description of the issue.
For refund requests due to delays or items not received, you are required to provide photos to ensure that the evidence is sufficient for all claims. Include the screenshot of the email or dispute, showing the customer’s name, date, and complaint details (through PayPal Dispute or email).
If your customers do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
Zopi’s Supplier accepts returns within 30 days of delivery. Returned items must be in their original condition, unused, and in the original packaging. Zopi’s Supplier is responsible for managing customer returns. All issues will be decided based on fairness and information validity among the three parties. Zopi’s Supplier will take action to address any situations that cause injustice to clients. Please be aware that return policies will be enforced in accordance with current Zopi’s Supplier policies.
Refunds are processed within 5-7 business days upon receipt and inspection of the returned items. Refunds will be issued to the original payment method.
If the issue is from product quality, Zopi’s Supplier will cover the shipping fees for the return. In case the return reason is from the subjective feelings of users, then they need to pay for the expense of return.
Zopi always try to offer the best service. If you have any other questions, please contact Zopi Customer Support team via the Live chat window on the right screen or email support@zopi.io
Conditions to apply for a refund
1. Item not received
Common situations: the item doesn’t arrive, is delayed/lost in transit, customs clearance failure, etc.
a. If an item doesn’t arrive within a certain time period: Zopi’s Supplier will conduct a review of the package. After determining the responsibility, if it is confirmed to be due to Zopi’s Supplier fault, they will process a refund within 24 business hours.
b. If the item is lost during shipping or if it is significantly delayed, you may be eligible for a full or partial refund.
c. If the issue is due to the customer: Such as needing to cooperate with customs clearance, goods stored at a pickup point not collected by the customer, or difficulty contacting the customer, Zopi’s Supplier will contact the customer through Issue to provide details about the package.
2. Damaged or defective item
If the dispute is due to Zopi’s Supplier fault (such as product damage, packaging damage, product defects, missing items, or incorrect goods), Zopi’s Supplier will not require the customer to return the product and will contact the customer within 24 business hours of the customer raising the issue to discuss a solution, refund or re-delivery.
If the dispute is due to subjective reasons (such as selecting the wrong size, buyer’s remorse, or incorrect specifications), Zopi’s Supplier will need to negotiate with the customer and will process a refund or replacement after the customer returns the product.
3. Items not as described
If the item you received does not match the product description, you are eligible for a refund. Be sure to provide clear evidence, such as photos, demonstrating the issue.
Steps need to follow to get a refund
Steps
Log into Zopi > Order Center > Shipment tab.
Access the All sub-tab and click three-dot icon on the right of the Order Card of the order you want to refund.
Click Request refund.
In the Reason for refund drop-down menu, select the reason of refund.
In the Delivery status drop-down menu, select the status of the order delivery.
Input your description of the item issue to provide supporting proof based on the selected reason.
Upload photos to prove damage.
Click Confirm.
Wait for Zopi's supplier to review within 1 day and process the refund within the next day if approved. During this process, Zopi will update the refund status under the Refund tab in-app, allowing you to easily monitor the status of your orders.
Important interpretation
Reporting damages
Damaged or defective items must be reported within 30 days of delivery. Please provide detailed photos or video when you open the package and a description of the issue.
Evidence
For refund requests due to delays or items not received, you are required to provide photos to ensure that the evidence is sufficient for all claims. Include the screenshot of the email or dispute, showing the customer’s name, date, and complaint details (through PayPal Dispute or email).
If your customers do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
Return policy
Zopi’s Supplier accepts returns within 30 days of delivery. Returned items must be in their original condition, unused, and in the original packaging. Zopi’s Supplier is responsible for managing customer returns. All issues will be decided based on fairness and information validity among the three parties. Zopi’s Supplier will take action to address any situations that cause injustice to clients. Please be aware that return policies will be enforced in accordance with current Zopi’s Supplier policies.
Refund process
Refunds are processed within 5-7 business days upon receipt and inspection of the returned items. Refunds will be issued to the original payment method.
Shipping fees for returning product
If the issue is from product quality, Zopi’s Supplier will cover the shipping fees for the return. In case the return reason is from the subjective feelings of users, then they need to pay for the expense of return.
Zopi always try to offer the best service. If you have any other questions, please contact Zopi Customer Support team via the Live chat window on the right screen or email support@zopi.io
Updated on: 28/11/2024
Thank you!