MyDeal (more to pay)

A. FOR RESEND / REDELIVERY

Step 1: Inform the customer and Confirm the address:

Good day! Please be informed that we have just received a returned parcel due to "xxxreasonxxx". The address you provided in our system is below:

xxxRecipientxxx
xxxAddress1xxx
xxxAddress2xxx
xxxSuburbxxStatexxPostcodexxx

Please provide us the correct/complete address if the above is incorrect/incomplete. Thank you.

Looking forward to hearing from you soon.

Step 2: Based on the address provided, calculate the postage cost / re-delivery fee using the Crazysales Postage Calculator:

Thank you for confirming your delivery address.

Please be informed that if the buyer fails to provide the correct/complete delivery address during checkout process or if he/she missed the delivery/collection, he/she will be charged the re-delivery fee which is $xxxx. Should you want us to resend your order, please let us know if you agree to pay the said amount so we can assist you in processing your payment. If not, we may process your refund under our 30 Day Change-of-Mind policy.

Looking forward to hearing from you soon.

Step 3: Once the customer agrees to pay the re-delivery fee, an invoice can be created via the MarketplacePortal.

Note:

• Sellers must not charge the customer for additional postage (shortfall) after receiving an order.
  
• Total postage amount should be clearly stated in the listing via the Shipping Calculator.
  
• Additional payment can be requested post-dispatch only, for re-delivery postage, spare parts and so on.
  

Procedures on creating an invoice for re-delivery fee:

1. Open the order details page

2. Click More Actions and select Request additional payment

3. Select a reason from the drop-down.

4. Insert the amount required

5. Add a note to the customer to explain why they are being charged

An order note will be added to the order when the invoice has been generated and again when paid by the customer. You will also receive an automated email when the customer has made the payment.

If the customer does not receive the email or they need the payment link re-sent, Sellers can access the additional payment link via the Order details page, by clicking Copy Payment Link under the Additional Payment/s tab and sending this via your customer ticket.

Step 4: Once payment is confirmed, please create a resend order request in RMA. Please ensure that correct delivery address is provided in your request.

Please be advised that your payment for the re-delivery fee has been confirmed. In this case, we will now resend your order. Again, kindly allow another xxx business days for the delivery. Thank you!

Please note:

• Do not dispatch an order or spare parts before the customer has made the payment.
  
• Do not ask the customer to pay the Seller directly. All payments must go through MarketplacePortal.
  

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B. FOR SPARE PARTS / OUT OF WARRANTY ADDITIONAL PAYMENTS

Step 1: Coordinate the case to the purchaser and technical team to know the availability, cost of the part/s and ETA. Please also confirm the delivery address to the customer.

Please be informed that we have already forwarded your concern to our technical team for checking. For the meantime, kindly provide us your updated shipping address.

Please allow us 2-3 business days to work on this. An update will be provided to you as soon as we receive one from our technical team. Thank you for your patience and understanding.

Step 2: Once the availability, cost and ETA are confirmed, inform the customer and wait for their confirmation:

Please be advised that our technical team confirmed that the part/s is available and it will cost $xxx including the shipping fee to your area. The delivery will take another xxx business days. Should you want to proceed purchasing the part/s from us, please let us know so we can assist you in processing your payment.

Looking forward to hearing from you soon.

Step 3: Once the customer agrees to pay, an invoice can be created via the MarketplacePortal.

Procedures on creating an invoice for re-delivery fee:

1. Open the order details page

2. Click More Actions and select Request additional payment

3. Select a reason from the drop-down.

4. Insert the amount required

5. Add a note to the customer to explain why they are being charged

An order note will be added to the order when the invoice has been generated and again when paid by the customer. You will also receive an automated email when the customer has made the payment.

If the customer does not receive the email or they need the payment link re-sent, Sellers can access the additional payment link via the Order details page, by clicking Copy Payment Link under the Additional Payment/s tab and sending this via your customer ticket.

Step 4: Once payment is confirmed, advise technical team to send the part/s to the customer's address ASAP and ask for tracking details.

Please be advised that your payment for the part/s has been confirmed. In this case, we will now advise our technical team to send the part/s as soon as possible. Once we have the tracking details, we will let you know so that you can monitor the delivery online. Again, kindly allow another xxx business days for the delivery. Thank you!