Order issues

Although shoppers do their best to select quality items for customers, sometimes the selections don't meet the customer's expectations or damage occurs during delivery. For example, the customer might want to return an item or report a missing item.

Customers can report an issue in the following ways:

• From the order rating flow if they rate their order less than 4 stars
• From the Order History page
• From the order details page

Customers select which items had issues and choose the type of issue, such as missing items, wrong items, or damaged or poor quality. Customers answer a few follow-up questions about the problem, and can add a photo and other details. They then receive a real-time calculation of refunds or credits based on the issue. If a report needs more information, support handles it in a live chat session.