Handling Returns and Refunds

The LocalZ Marketplace allows vendors to manage their own return and refund policies, while maintaining a customer-friendly experience. As a vendor, you are expected to clearly state your return terms and handle requests in a timely and professional manner.

Each vendor must define a return and refund policy as part of their storefront. This policy should include:

• Return eligibility: What types of products are eligible for return

• Return timeframe: How many days a customer has to request a return after receiving the item

• Condition requirements: Whether items must be unused, unopened, or in original packaging

• Process instructions: How customers should initiate a return

• Responsibility for return shipping: Whether the vendor or customer covers the cost

Your return policy should be visible on your store page so customers can review it before purchasing.

A typical return policy includes:

• Returns accepted within 7 to 30 days of delivery

• Items must be returned in original condition

• Refunds processed within 3–5 business days after return is received

You may choose to allow exchanges, store credit, or full refunds based on your store preferences.

1. Receive the Request

   • Customers may contact you through the Marketplace or via the contact information on your store

   • Review the order and reason for the return

2. Evaluate the Request

   • Determine if the request fits within your stated return policy

   • Request photos or documentation if needed

3. Approve or Decline the Return

   • If approved, provide the return address and any necessary instructions

   • If declined, clearly explain why (e.g., beyond timeframe, non-returnable item)

4. Receive the Returned Item

   • Inspect the product to ensure it meets your return conditions

   • Document the return (e.g., take photos of the condition upon arrival)

5. Issue the Refund

   • Log into your Vendor Dashboard

   • Go to Orders, open the specific order, and issue a partial or full refund

   • Confirm the refund has been processed and notify the customer

In some cases, it may be appropriate to issue a refund without requiring the product to be returned. This may apply if:

• The product arrived damaged

• The shipping cost to return exceeds the product value

• There was an order fulfillment error

Make sure to document these decisions and include a note in the order.

• Respond to return requests within 24–48 hours

• Be polite and professional in all customer communications

• Keep records of all interactions related to returns and refunds

• Update your policy if needed to clarify terms and reduce confusion

While vendors manage their own returns, LocalZ may review cases if:

• A customer claims a vendor is unresponsive

• A dispute arises and the refund policy was not clearly followed

In these situations, LocalZ support may step in to mediate or issue a platform-level decision based on evidence from both sides.

After setting your return policy and understanding how to manage refunds:

• Ensure your policy is published on your storefront

• Prepare to process refunds from your dashboard as needed

• Move on to learning about vendor payouts and commissions