Process for GZDS supplied items from China (Steve Ye)

Product Catalog:
Purchase agent: stevey
Supplier: GZDS

Note:
This item is an authentic parallel-import and items will be shipped from our supplier's warehouse and may take 
1 to 2 days processing after payment confirmation. Parcel will be sent out by International Registered Post Courier Service
and may take 4 to 10 working days for delivery.

ETA: 4-12 working days (counting starts from the day the item is dispatched)

Presales

• For any product details unspecified on the product listing page and cannot be found in FAQ's, please contact Steve Ye directly.
• Always add any new information on the product catalog FAQ's for others to be able use the information.

Aftersales

• Dispatch process - we normally ship out orders within 1 to 2 business days after payment confirmation. The tracking number is normally updated once the item is sent out. If there is no tracking number updated on the order after the 2nd business day, please send a followup to Steve Ye and inform the customer we have followed up the tracking details to our supplier. Remind the customer that the ETA of the order is 4-12 business days so it will be much appreciated if they can wait until the end of the ETA.

• No Tracking Number - if there is no tracking number provided on the order after the 2nd business day from the day the payment is confirmed, send an inquiry to Steve Ye to ask for the tracking number and to confirm if the item was sent or not. The tracking number must be provided to the customer at least on the 5th day after the order was paid. Upon inquiry, you can allow customers to wait 1-3 business days for the update. If there is no update or tracking number provided, given that you sent followups to Steve Ye, you can cancel the order and issue a full refund. Please notify Steve Ye that you already cancelled the order and refunded the customer due to no tracking number provided within the time frame you have given to the customer.

• Tracking Number cannot be tracked online - tracking details must be available online at least on the 5th business day after the the payment is confirmed. If there is a tracking number but you cannot track it, send an inquiry to Steve Ye to confirm if the item was already send out and to know the actual dispatch date. From there, you can allow time for customer to wait for tracking updates online and to adjust ETA or extend waiting depending on the actual dispatch date. If the item is not delivered on your suggested ETA to the customer, you can issue a full refund and advise the customer to refuse the delivery. On the other hand, if there is a tracking number but Steve Ye confirms it is not yet sent out, we can ask customer first if they are willing to proceed and wait, if not, we can cancel and refund the order.

• Delayed Delivery, Out of ETA, and Lost - please take note that the ETA is 4-12 business days after the item is sent out. If the item is not yet delivered within this ETA, we can ask the customer to extend waiting for up to 3 business days and we can offer partial refund of $5 - $10 as a form of compensation with approval from our SME's or TL's. If the customer agrees to extend waiting and the item gets delivered, process the partial refund promised to the customer. However, if the customer disagrees to wait and the item is out of ETA, forward the case to Steve Ye for investigation. You can allow 3-5 business days for this and if the item is again not delivered, issue refund to the customer and consider the item as lost in transit (LIT). If in case the customer is not willing to wait for the investigation, given that they already waited 12 business days for the delivery, a full refund can be issued right away but do not forget to advise customer to refuse delivery. Always inform Steve Ye regarding undelivered items that are already refunded. Ask for approval from SME's and TL's for all immediate refunds.

• Not as described or Listing Error - always check the product listing and if proven that our item is not as described or there is an error on the product listing page, immediately inform Steve Ye so they can correct the information. Offer customers with compensation to keep the item. If the customer declines the offer and does not want to keep the item, check the item cost and decide if the item needs to be returned or not based on the return matrix for full refund.

• Quality issues, Faulty, Damaged items - always ask for proof. If the customer refuses to provide proof, check the item cost and refer to the return matrix if the item needs to be returned or not. Provide refund or replacement.

• Returns - all returns must be based on item cost and the return matrix. The items that needs to be returned must be returned to our warehouse in Melbourne. Use Parcelpoint returns except for Change of Mind. Change of mind returns must follow Crazysales' Change of Mind policy.

• Replacements - all valid/approved replacements must be requested directly to Steve Ye. We do not use RMA to send replacement items or parts.

• Refunds - follow standard process for refunds and log record of refunds in the RMA.

• Cancel Order - all orders that are not yet "Label Printed" can be immediately cancelled and refunded. If the order is already Label Printed, ask Steve Ye if the order can still be cancelled before cancelling and processing refund. For all orders that can no longer be cancelled due to being dispatched, customers can keep the item or return them for refund under our Change of Mind policy.

• Change Address - all orders that are not yet "Label Printed" can change shipping address. If the order is already Label Printed, ask Steve Ye if the address can still be changed.

• Process for fully refunded orders due to delayed delivery or loss cases but still got delivered later after the refund was process:

- if the customer notifies us that they received the item for an order that they were already refunded, you can ask them to keep the item and repay us for a discounted price. You can deduct 5-10% of the total price as a discount and allow the customer to repay us just the 90-95% of the total price. Customers can repay via PayPal or BPAY. However, if the customer does not want to keep the item, check the item cost and refer to the return matrix to know if the item needs to be returned or not. If the item is very cheap or low price, you can give it as a free gift to the customer or advise them to dispose it of. For items with higher costs, you can provide Parcelpoint return procedures for the item to be returned to our warehouse in Melbourne.