Receiving and Resolving an Incident

What is an Incident?

An incident refers to a customer's complaint about an issue related to their order that may result in their dissatisfaction with the product and store account. The primary objective is to promptly address the issue(s) and ensure a favorable customer experience.

An incident may be initiated for any of the following reasons, which serve as grounds for initiating an incident report:

• Missing parts or accessories
• Shipping damage
• Incorrect order
• Defective product / malfunctioning
• Product malfunctioned after use
• Unauthorized purchase
• Unsatisfactory quality
• Incompatible parts

The incident process involves the following steps:

1. An incident can only be raised by a customer for an order that has a "paid" status. The operator can initiate an incident by selecting the relevant order line item from their Orders page and choosing an appropriate reason. Once submitted, the status of the order line item is frozen, and an "Incident Open" status is added to the order line.

1. Sellers are responsible for resolving incidents and can mark them as "resolved" once a solution is found, except for incidents that were resolved with a full refund. When marking an incident as resolved, sellers must indicate the reason for the resolution, which can be selected from the incident closing reasons configured by the operator. If a seller resolves an incident with a solution other than a full refund, they can still mark it as resolved.
2. If the customer or operator is unsatisfied with the seller's resolution of the incident, they can raise a dispute. Upon resolving the dispute, the seller must inform the operator and the customer of the new solution so that the incident can be closed if both parties are satisfied with it.