How can I claim a faulty product?

If a product is defective or an order arrives incomplete with your customers, it can be easily claimed. There are 3 ways to do this:

1. Via the order list
   
   1. In your dashboard, navigate to your store system (e.g. WooCommerce) > Order list.
   2. Search for the order there and click on Edit on the right.
   3. Select Complaint from the drop-down menu.
   4. Select the defective product and the reason for the complaint in the product overview, upload photos of the defect if necessary and click on Send.
      
      
      
      
      
2. Via Support
   1. Navigate to Support > Complaint in your dashboard.
   2. Enter the order ID in the Complaint field of your store connection. If you use several store systems, make sure that the order ID and store system belong together.
   3. Select the defective product and the reason for the complaint in the product overview, upload photos of the defect if necessary and click on Send.
      
      
      
      
      
3. Via iFrame
   1. In your dashboard via Support > Complaints you will find a URL for your store.
   2. Add the URL directly to your store via iFrame.
      
      This allows your customers to submit complaints themselves. To do this, they enter the order ID that is noted on the invoice. In the product overview, they then select the defective product and the reason for the complaint, upload photos of the defect if necessary and click on Send.
      
      

Regardless of how we receive the complaint, we will send a new, flawless product to your customers if the inspection is successful. At our expense, of course.

If we have any doubts about the defect, we will contact you and discuss the next steps with you.