PetMarketUpdated a year ago

TABLE OF CONTENTS

• General Information
  • Customer Contact
• Returns
• Replacements
• Refunds

General Information

• Website URL: https://www.petmarket.com.au/
• Credentials: See Teams ID
• Shipping Method: Regular method through DEAR
• Order information: eDog Australia 

Customer Contact

• Customers can contact us directly via FreshDesk for sales, support and returns
• Marketplace may generate tickets so remind them to close the tickets once they've been responded too

Returns

1. Confirm reason the for return, provide relevant troubleshooting, collect evidence (video/image) and enter the details into the Monday Board as usual.
   
   
2. Provide /c Product Return - Change of Mind or /c RPL <brand> to customer for return, and note the tracking number reference provided to the Monday Board.

Replacements

Replacement can be only be arranged if the customer has not already contacted us via PetMarket for a refund. 

If communication via PetMarket has not been made, the standard procedure of using Monday, DEAR & RPL/COM can be used like a normal replacement process and a note should be made in the Shopify EDAU of the exchanged products.

1. Confirm the customer has not engaged with the PetMarket platform.
   
   
2. Provide an /c Product Return - Change of Mind or /c RPL <brand> depending on the reason for replacement to the customers email address (Not via PetMarket).
3. Update Monday board to reflect the information provided and arrange the replacement once return tracking is confirmed.

Refunds

1. Once the product has been received back and confirmed eligible and applicable for refund, contact: [email protected]
   
   With the following subject line: Petmarket Refund Request | ORDERNUMBER | PetMarket ID
   and the canned response: /c Petmarket Refund to Petmarket Support
   
   Hi PetMarket Team,
   
   I am a customer service representative with eShoppingGroup contacting you for our brand eDog Australia, with confirmation that we have received a product back from our customer and would like to process the refund for their order.
   
   Here are the details:
   
   Our Brand: eDog Australia
   PetMarket ID: <>
   Product: <>
   Returned: Yes
   
   Please let me know when the refund is completed or if you need any further information so we can update the customer. Have a great rest of your day!
   
   Kind Regards,
   
   Customer Support
   eDog Australia
   
   
2. After receiving confirmation from the PetMarket customer support team of a refund completion, update the customer with an email to let them know the refund has been completed and resolve the ticket.