At Outqr, we provide vendors with the tools to manage their business efficiently, including handling order cancellations and refunds. This Vendor Customer Order Refund & Cancellation Policy outlines the terms under which vendors using Outqr may process refunds or cancellations for their end-customers (those who place orders).

Order Refunds

Vendor customers are businesses using Outqr to manage orders. The responsibility for issuing refunds for orders lies solely with the vendor, based on the following guidelines:

Vendor Responsibility for Refunds

• Vendors are required to have their own refund policies in place and communicate them clearly to end-customers.
• Outqr provides tools to facilitate refunds, but the decision to issue a refund is made solely by the vendor.
• Vendors must handle all refund requests directly with their end-customers.

Refund Eligibility

The eligibility criteria for refunds vary depending on the vendor's policy. However, the general guidelines include:

• Damaged or Defective Products: If a customer receives a damaged or defective product, vendors may offer a full or partial refund.
• Incorrect Orders: If the wrong item is delivered, vendors may issue a refund or arrange for a replacement.
• Non-Delivery: If an order is not delivered within the promised timeframe, vendors may offer a refund or reship the order.

Timeframe for Refunds

Once a refund is approved by the vendor:

• Refunds should be processed within 5-10 business days, depending on the payment provider.
• Vendors are responsible for notifying end-customers about the status of their refund.

Order Cancellations

Customers may request to cancel their orders under the vendor's cancellation policy. Vendors using Outqr should have clear cancellation terms to avoid disputes. Vendors can process cancellations based on the following conditions:

Cancellation Timeframe

• Pre-shipment: Orders can typically be canceled before they are shipped without penalty.
• Post-shipment: Once an order is shipped, cancellation may no longer be possible. In such cases, vendors may instruct customers to return the order for a refund under their return policy.

How to Process Cancellations

Vendors can cancel orders through their Outqr vendor dashboard. Once an order is canceled:

• The customer will receive a notification about the cancellation.
• Any payments made will be refunded as per the vendor’s policy, typically within 5-7 business days.

Partial Refunds or Adjustments

In some cases, vendors may offer partial refunds, depending on the nature of the request. For example:

• Partially Incorrect Orders: If a customer receives part of their order correctly but another part is incorrect, vendors may issue a partial refund.
• Returned or Unused Products: If a customer returns part of an order, vendors may choose to refund only for the returned items, minus any shipping or restocking fees.

Vendor Tools for Managing Refunds & Cancellations

Outqr provides integrated tools to help vendors manage refunds and cancellations efficiently:

• Order Management Dashboard: Vendors can view and manage all incoming order requests, including refunds and cancellations, from a single interface.
• Refund Tracking: Vendors can track the status of refunds and ensure they are processed in a timely manner.
• Customer Communication: Vendors can communicate directly with customers about the status of their order or refund.

Dispute Resolution

If a customer disputes a refund or cancellation decision, the vendor is responsible for handling the resolution. Outqr does not mediate between vendors and their customers regarding order disputes. Vendors are encouraged to maintain clear communication and provide excellent customer service to resolve disputes amicably.

Changes to This Policy

We reserve the right to update this Vendor Customer Order Refund & Cancellation Policy at any time. Changes will be effective immediately upon posting. Vendors are advised to regularly review this policy to stay informed of any updates.

Agreement

By using Outqr, you acknowledge that you have read, understood, and agree to this Refund & Cancellation Policy.