If a retailer receives an order that has damaged or missing items, they can report the products 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 Orders page, you’ll see a triangle icon with an exclamation point to identify the reported order.
To view the details of the report:
- Select the order with the triangle icon from the Orders page.
- Locate the Received report of an issue banner listed at the top.
- Select View report #ISSUEREPORTNUMBER link.
You can view items that were reported missing or damaged. For damaged items, you'll see photos on the report. We don't require photos on missing-item reports, as there is usually no item to photograph.
You can also check if the retailer requested a replacement or a cancellation. If there is a Replacement order when viewing the report that shows the order number, the retailer asked for a replacement. If there is no replacement order listed on the report, it means the retailer chose a cancellation and refund.
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, on the items that were reported missing or damaged. The cost of the missing or damaged product(s) will be deducted from your payout if you have not yet been paid. If you have 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 does not cancel the deduction on the original order, but once the replacement order ships, you are paid out for the cost of the products, with shipping either covered or reimbursed normally (based on your shipping method).
- Retailers receive free shipping for 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 will still apply as this is not considered a reorder.
All replacements must be requested through the Faire portal to ensure you are 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 in the top right of the order page. You will not 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?
What happens if a retailer requested to cancel items?
The retailer will automatically receive a refund if they’ve paid, or an invoice adjustment if they haven’t paid, on the items that were reported missing or damaged. The cost of the missing or damaged product(s) will be deducted from your payout if you have not yet been paid. If you have 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 cancellation:
- The retailer has received an invoice adjustment or a refund.
- You can view the canceled items by locating the Products in order section on the order page. Items will be crossed off and listed as canceled. You will not receive another order to fulfill.
- A replacement order should not be processed.
How do I manage issue reports?
When a retailer reports items as missing or damaged, 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 do not dispute the claim within the 10-day window, your payout will be affected, or we may claw back the amount if the payout has already been completed. After the 10-day dispute window closes, you will not 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 a missing or damaged item:
- Go to the order fulfillment page for the order that was reported.
- Select View report #ISSUEREPORTNUMBER in the Received report of an issue banner.
- Review the details of the issue. If you need more information, feel free to contact the retailer via 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 back to you within 24 hours.
Can I still dispute a report after the 10-day window?
The option to submit a dispute in your portal will not 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 review with you.
What if my retailer isn’t able to report their items?
If a retailer isn’t able to report their missing or damaged items, 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 for missing or damaged items. You are not able to issue refunds to a retailer outside of the reporting process. Once the retailer submits an issue report in their portal, they will automatically receive the appropriate invoice adjustment for the affected items.
Can I undo my retailer’s report?
You are not able to undo the report once the retailer has submitted it. We recommend reaching out to our team if your retailer has found the items reported, or if adjustments to the report need to be made. A support specialist will be able to help assist with any necessary actions.
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 all items were not missing or damaged, 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 such situations, we allow retailers to request an extension to submit their missing/damaged item reports beyond the 14-day window. These extension requests are carefully 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 reports:
- We recommend requiring 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, please 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 will prevent 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 disputing any potential damages with your shipping carrier.
To prevent damage reports:
- We recommend utilizing appropriate packing materials to help protect fragile items from breaking in transit.
- Adding extra packing materials in boxes with extra space can help keep items secure.