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How do I report issues with my order?

In this guide

You can report missing or damaged items for up to 14 days after an order is delivered.

What should I do before reporting missing items?

Before submitting a missing item report, please take the following actions to attempt to locate the package:

Checked the entire property
Checked the mailroom and mailroom staff, if one is present
Checked with neighbors/businesses
Checked any security footage present
Contacted the carrier to obtain additional info and report the order stolen or lost

How do I report missing items?

Select Orders in your account dropdown menu.
Scroll to find the order and select Report damaged / missing items.
Select Missing for each item, and the affected quantity.
Add a detailed comment describing the problem and actions you’ve taken to resolve the issue. Your comment must be at least 10 characters.
Choose if you’d like a replacement order or a refund. To order replacements, select Replace items. To receive a refund, select Cancel items.
Select Report Issue to submit your report.

How do I report damaged items?

Select Orders in your account drop-down menu.
Scroll to find the order and select Report damaged / missing items.
Select Damaged for each item, and the affected quantity.
Add a detailed comment describing the issue and action you’ve taken to resolve the issue. Your comment must be at least 10 characters.
Upload at least one photo (PNG or JPEG) of each damaged item, as well as at least one photo of the damaged packaging and box. All photos will be reviewed by our team to determine if you’re eligible for a refund or replacement (if requested).
To order replacements, select Replace items. To receive a refund, select Cancel items.
Select Report Issue to submit your report.

What do I do with damaged items?

We recommend that you keep the items and packaging for at least 14 days after submitting the report, allowing the brand to review it and follow up if needed. You are not required to send the damaged items back to Faire, however the brand may request that the damaged items be sent back to them directly.

What if the items I got are not as expected?

If you receive items that are different than you anticipated, we recommend contacting the brand through Faire Messenger to understand the discrepancy. The brand may be able to help you fix the issue, or give further details if the product has unique traits as part of its manufacturing process.

If you’re unable to reach a resolution, or you don’t receive a reply from the brand, please let us know and we’ll connect you with a support specialist to assist.

What if the items I received are Incorrect?

If you receive incorrect items or items you did not order in your package, we recommend reaching out to the brand first, through your Faire Messenger, to let them know.

If there are items you did order that are missing or were replaced with the incorrect items, we recommend moving forward with reporting the items you did not recieve as missing/damaged. Please refer to the guidance above on how to report these in your portal.

If the brand would like the incorrect items returned back to them, the brand will need to provide you with a prepaid return shipping label. This can be provided directly through your Faire Messenger.

What if my retail customer returns a damaged item to my store?

If a product is not damaged when you receive the order from the brand, the brand is no longer responsible for its condition after it is resold. To prevent any issues from occurring for your customers, we ask that you assess the product quality before reselling to ensure it is in perfect condition.

How does it work if I choose to replace items in my report?

A replacement order is then created for the brand to fulfill. Once the brand has fulfilled the order, you’ll be notified through email when the replacement has shipped. You’ll get a new invoice charging you for the replacement order, with shipping costs covered by Faire.

Why am I being charged for replacement items?

When you choose a replacement, we refund or adjust the item costs that are reported on the original order. If your original order has already been paid, we will refund the payment method used to pay for that order. If your original invoice has not yet been paid, the reported items will be removed from your existing invoice.

If the brand fulfills the replacement before your refund finishes processing, your refund for the original order should process within 7 - 10 business days.

You’ll be charged for the items on the replacement order when the brand fulfills it. Your payment option used on the original order will be selected by default.

Ex: If you placed the order using payment on shipment, the replacement order will also be Payment on shipment.

How does it work if I choose to cancel items in my report?

When you choose to cancel the reported items, your payment or refund will be handled differently depending on your original invoice payment terms. If you used payment on shipment and your invoice for the original order has already been paid, we will refund the payment method used to pay for that order. This typically takes 7 - 10 business days, depending on your financial institution. If you used net 60 payment terms and your original invoice has not yet been paid, the reported items will be removed from your existing invoice, and you won’t be charged for them when the invoice is due.

If Faire credit was used, we will return the credit to your account first, and any remaining value will be refunded to your payment method used on the order. If Faire Direct credit was used to pay for the order, that credit won’t be restored. Any refunded Faire credit will appear in your account balance immediately, and automatically apply to your next order with any brand.

How can I check if I filed a report?

Go to Invoices in your account dropdown menu.
Input the order number in the search bar.
1. Toggle from the unpaid tab to the paid tab if payment took place on the invoice to pull up the order.
Select View Invoice.
Locate the Issue Reported on section in your invoice to view the items and quantities that were reported missing or damaged.

If you do not see Issue Reported on the invoice this means that the report was not filed on the order.

Why can't I report an issue?

All reports for damaged or missing items must be submitted within 14 days after the order is delivered. After 14 days, the option will no longer be available, but you can request an extension to report issues with an order.

Faire isn't responsible if you choose to report issues to the brand directly, off our platform. Faire reserves the right to accept or reject any missing or damaged report filed, including in the event Faire suspects any fraudulent activity. Faire’s decision whether to accept a damaged or missing claim is final.

How can I request an extension?

Select Orders in your account dropdown menu.
Scroll to find the order and select Report damaged / missing items.
Fill out the extension request fields:
1. Select the What is the Issue? dropdown and choose the most applicable option.
2. Enter a description of the issue and why it was not reported within 14 days of delivery.
Select Submit.

You will receive an email update from our team once your extension request has been reviewed. If your extension is approved, you can report the issue in your portal.

How do I cancel or reverse a report?

If you locate an item you reported missing, or you’re able to fix an item you reported damaged, please let us know as soon as possible and we’ll connect you with a support specialist to update your report.

If you requested a replacement and no longer need it, we recommend submitting a cancellation request. For more information about how to cancel an order, visit How can I cancel an order?

Why am I being charged for shipping after I report items?

The shipping costs are not automatically adjusted from the order if items are reported. If your entire order was reported as missing or damaged and you are being charged for shipping, please let us know and we can connect you to a support specialist.