The Customer Care Proccess

Once our team has received your initial form submission, you will receive an automatic confirmation acknowledging that your claim has been received. The complexity of your claim will influence the speed and process of the review. Following this initial assessment, we will begin working to determine the best possible resolution, keeping you informed of any necessary actions or additional information required along the way.

Types of problems

Minor Problems

When the problem is minor, the supplier can choose between providing a repair or offering the consumer a replacement or a refund.

Examples of a Minor Problem:

  • Small dents or scratches to an item
  • Slightly uneven stitching on a piece of clothing
  • Minor malfunction with a small appliance that can be easily fixed.

Major Problem

Here are examples of products with 'major' problems:

  • An item that was advertised as 'black' but is actually 'white'.
  • If the item is designed as a recliner but does not actually recline.
  • A fault in the product that is unable to be fixed or repaired
  • Potential danger as a result of use. E.g electrical shock etc.

When there is a major failure, the consumer can:

  • Reject the goods and choose a refund or a replacement of similar value;
  • Ask for compensation for any drop in value of the goods.

Customer Care Claim

 

Claim Timeline


Stage 1 - The information gathering stage.
This is the initial correspondence between the Customer and the Customer Care team. The Agent will ask for any and all relevant information required, in order to properly understand the claim and therefore, be able to proceed. This may require multiple back and forth emails, dependent on the Agent’s information and evidence requirements, varying on a case-by-case basis.


Stage 2 – The investigation stage.
This is where the Agent may take some time to thoroughly investigate your claim. This may include correspondence with the supplier, our in-house teams and working with any other relevant and/or external parties. This process can take some time (3 - 4+ days).


Stage 3 – The resolution stage.
At this point, the Agent will work with you to reach a reasonable resolution for the issue (if required).


Stage 4 – Case is closed.
Once your case is closed, you will receive written confirmation of this. No further correspondence regarding the case is required.

*Our Customer Care team is in office Monday - Friday (9am - 5pm)