If a retailer receives an order with a problem, a missing package, a missing item, spoiled or melted items, a damaged item, a quality issue, or the wrong item, they can report it through the Orders tab in their portal. You'll receive a notification email informing you of the order and products that were reported. On your Issues page, you'll see a list of your reported issues.
To view the details of the report:
- Go to the Issues page.
- Navigate to the Reported issues tab on the Issues page.
- Select the order with the issue report you want to view.
You can view the items included in the report. For damaged, spoiled or melted, quality issue, and wrong item reports, you'll see photos. We don't require photos for missing items or missing package reports, since there's usually no item to photograph.
When a retailer reports an issue with their order, they’ll have the option to either request a replacement or get a refund. If the retailer requested a replacement, there will be a Replacement order listed when viewing the report. If there's no replacement order listed, the retailer chose to get a refund instead.
What happens if a retailer requested a replacement?
The retailer will automatically receive a refund if they've paid, or an invoice adjustment if they haven't paid, for the items included in the report. The cost of the reported product(s) will be deducted from your payout if you haven't yet been paid. If you've already been paid for the order, your bank account on file will be charged for the value of the product(s) 12 days after the retailer's claim.
If a retailer requested a replacement:
- The replacement order is sent to you to fulfill within your Orders page.
- Shipping a replacement doesn't cancel the deduction on the original order, but once the replacement order ships, you're paid out for the cost of the products, with shipping either covered or reimbursed normally, based on your shipping method.
- Retailers receive free shipping on replacement orders, covered by Faire.
- If the original order associated with the replacement was the retailer's first order with you, the same first order commission still applies, since this isn't considered a reorder.
All replacements must be requested through the Faire portal to make sure you're paid out for resending the product(s).
What if I can't fulfill a replacement order?
If you choose not to fulfill the replacement order, or if the retailer requests the replacement be canceled, you can cancel the order by selecting the Cancel link located at the top right of the order page. You won't be paid out for canceled replacement orders.
For more information on how different cancellation reasons affect your analytics, please see What is considered a canceled order in my customer service metrics?
How do I manage issue reports?
When a retailer reports an issue with their order, their invoice is automatically adjusted. You then have a 10-day window during which you may message a retailer directly to ask questions, request additional photos, clarify their report, or dispute the claim.
If you don't dispute the claim within the 10-day window, your payout will be affected, or we may charge you back for the reported items if the payout has already been completed. After the 10-day dispute window closes, you won't have the option to dispute in your portal.
If you dispute the report, our team will evaluate the issue and choose the fairest resolution.
How do I dispute missing or damaged items?
Follow the steps below to dispute an issue report:
- Go to the Issues page.
- Select the order with the issue report you want to dispute.
- Review the details of the issue. If you need more information, contact the retailer through Faire Messenger.
- Select Dispute report.
- A popup modal will appear. Select the reason for your dispute, describe the reason in detail, and select Submit.
- Our team will connect with you within 24 hours.
Can I still dispute a report after the 10-day window?
The option to submit a dispute in your portal won't be available after the 10-day dispute window passes. If you need to dispute a report after the 10-day window, we recommend reaching out to our team directly, and a support specialist can help you review it.
What if my retailer isn’t able to report issues with their order?
If a retailer isn't able to report issues with their order, we recommend they reach out to our team and we'll connect them with a support specialist to help.
Can I create a refund for my retailer?
No. Retailers can only be refunded if they report an issue with their order and select the option to get a refund. You aren't able to issue refunds to a retailer outside of the reporting process. Once the retailer submits an issue report in their portal, they'll automatically receive the appropriate invoice adjustment for the affected items.
Can I undo my retailer’s issue report?
You aren't able to undo a report once your retailer has submitted it. In some cases, retailers may be able to cancel an issue report. If a report is eligible for cancellation, the retailer will see the option in their portal. If it’s not eligible, they can reach out to our team and a support specialist can assist.
How do I handle reports on bundled items?
When a product is listed as 1 unit but actually contains multiple units, retailers are unable to report issues with individual items, resulting in all items getting reported. This can cause your deduction to be incorrect.
If your retailer reported a bundle in which not all items were actually affected, we recommend contacting our team so a support specialist can help.
Why was this order reported after the 14-day window?
Our policy requires retailers to submit issue reports within 14 days of delivery. However, we also recognize that unforeseen circumstances can arise.
To accommodate these situations, we allow retailers to request an extension to submit their issue reports beyond the 14-day window. These extension requests are reviewed on a case-by-case basis, and approval is granted only when a valid reason is provided.
Our team evaluates each request thoroughly to maintain fairness and uphold reporting standards while remaining flexible when necessary.
How do I prevent items from being reported missing?
We highly recommend that you purchase insurance for your packages. This will assist in disputing any potential lost packages with your shipping carrier.
To prevent missing package reports:
- Require a signature for your shipments. This ensures delivery and provides solid evidence that an order was received.
- If your order is being shipped in multiple packages, inform your customer by providing them with the additional tracking numbers. You can add these tracking numbers by navigating to the specific order on your Orders page and selecting +Add another package in the Select shipping method section. This prevents your customers from thinking they've only received part of their order when the rest of their items may still be on the way.
How do I prevent items from being reported damaged?
We highly recommend that you purchase insurance for your packages. This will assist in claiming any potential losses from damages that occurred in transit.
To reduce the chances of damages happening in transit:
- Use appropriate packing materials to help protect fragile items from breaking.
- Add extra packing materials in boxes with extra space to help keep items secure.
- For food, beverage, and other temperature-sensitive products, use insulated packaging or ice packs for items that need to stay cool, and account for transit time when choosing a shipping method, so perishable items don’t spend longer than necessary in transit