How Venderce Works: Venderce is a marketplace that connects independent Vendors with Buyers. We do not sell products directly, handle shipping, or take physical possession of goods. Each Vendor operates independently and is responsible for fulfilling their own orders. Returns and disputes are handled through our structured dispute resolution process.
1. Delivery Confirmation and Auto-Confirmation
When a Vendor dispatches your order, you will receive a delivery confirmation email containing a unique link. This link is your primary tool for confirming delivery or filing a dispute.
Auto-Confirmation Window: Your order has a confirmation window calculated as: Vendor's estimated delivery days + 2-day grace period. For example, if the Vendor estimates 3 days for delivery, you have 5 days total from dispatch to act. If you do not take action through the email link within this window, your order will be automatically confirmed and payment will be released to the Vendor.
When you receive the delivery confirmation email, you have three options:
- Confirm Delivery — If you received your order and it's satisfactory, click "Confirm Delivery" to release payment to the Vendor.
- File a Dispute — If there's an issue with your order (wrong item, damaged, not received, etc.), click "File a Dispute" to start the resolution process.
- Do Nothing — If you take no action, the order will auto-confirm after the window closes and payment will be released to the Vendor.
Important: Once the confirmation window closes and the order auto-confirms, the standard dispute process is no longer available. Always check your email (including spam/junk folders) for the delivery confirmation link.
2. Cancellation Before Shipment
2.1 When You Can Cancel
You may cancel your order before the Vendor marks it as "Shipped". Cancellation is available for orders in Pending (not yet paid), Paid, or Processing status. Once an order is marked as Shipped, it can no longer be cancelled through the Platform.
2.2 How to Cancel
Step 1: Initiate Cancellation
Go to your Order Dashboard (registered users) or use the Track Order page (guest checkout). Click the "Cancel Order" or "Cancel & Refund" button.
Step 2: Verify Your Identity
A 6-digit verification code will be sent to the email address associated with your order. You must enter this code to proceed with the cancellation. The code expires in 15 minutes.
Step 3: Confirmation
Once you enter the correct code, your order will be cancelled. If the order was already paid, a full refund will be initiated. You will receive a confirmation email.
Why Email Verification? Email verification ensures that only the person who placed the order (or has access to the order's email) can cancel it. This protects against unauthorized cancellations and provides a secure, auditable process.
2.3 Refunds for Cancelled Orders
- Pending (Unpaid) Orders: No payment was made, so no refund is needed. The order is simply cancelled.
- Paid Orders: If you paid and the order has not been shipped yet, the full amount (including platform fee and shipping) will be refunded. Refunds are processed from the Vendor's pending balance and credited back to your original payment method.
- Refund Timeline: Refunds typically appear within 3-10 business days depending on your bank or payment provider.
Note: If the Vendor's pending balance is insufficient to cover the refund, Venderce will investigate and ensure the refund is processed. Contact our support team if you encounter any issues.
2.4 Cancellation Restrictions
- Orders that have been Shipped, Delivered, Auto-Delivered, or are under Dispute cannot be cancelled through this process.
- If your order has already shipped, please wait for delivery and use the Dispute process if there is an issue.
- Cancellation requests without valid verification codes will be rejected.
3. Filing a Dispute
3.1 When to File a Dispute
You may file a dispute if:
- You have not received your order within the expected timeframe.
- The item received is significantly different from the product description.
- The item arrived damaged or defective.
- You received the wrong item.
- The item is not as advertised (color, size, material, etc.).
- Part of your order is missing.
3.2 How to File a Dispute
Step 1: Open the email
Find the delivery confirmation email in your inbox (check spam/junk if needed). Click the "File a Dispute" link in the email.
Step 2: Select a reason
Choose the reason that best describes your issue from the dispute form.
Step 3: Provide details
Explain the issue in detail. Upload photos if the item is damaged, defective, or incorrect. The more evidence you provide, the faster we can resolve your case.
Step 4: Submit
Submit the dispute. You'll receive a confirmation email with your dispute reference number. Your payment remains held in escrow during the resolution process.
3.3 Dispute Deadlines
- Disputes must be filed before the confirmation window expires.
- The window is: Vendor's estimated delivery days + 2-day grace period. For example, if the Vendor estimates 3 days, you have 5 days total.
- After auto-confirmation, the standard dispute process is closed. Contact support for exceptional circumstances.
4. Dispute Resolution Process
4.1 Vendor Response
Once you file a dispute, the Vendor is notified and has 48 hours to respond with evidence. This may include:
- Photos of the item before dispatch.
- Shipping and tracking information.
- Communication records.
- Proof of the item matching the description.
4.2 Venderce Review
After the Vendor responds (or the 48-hour window expires), Venderce reviews all evidence from both parties. We consider:
- The product listing description and photos.
- Photos and evidence from the Buyer.
- Evidence from the Vendor.
- Shipping and tracking information.
- Previous dispute history for the Vendor.
4.3 Resolution Outcomes
After review, we will determine one of the following:
- Full Refund: Payment returned to the Buyer. Used when the item was not received, significantly misrepresented, or the Vendor fails to respond.
- Partial Refund: A portion of the payment is returned to the Buyer. Used when the issue is minor or partially the Buyer's responsibility.
- No Refund: Payment released to the Vendor. Used when the evidence shows the item was as described and delivered correctly.
- Return Requested: Buyer asked to return the item for a refund (return shipping costs may apply).
4.4 Resolution Timeline
Most disputes are resolved within 3-5 business days after the Vendor responds. Complex cases may take up to 10 business days.
5. Refunds
5.1 Refund Processing
When a refund is approved:
- The refund is processed to your original payment method.
- Processing typically takes 5-10 business days depending on your bank or payment provider.
- You will receive an email confirmation when the refund is processed.
5.2 Partial Refunds
Partial refunds may be issued when:
- The item is returned with signs of use or missing components.
- Only part of the order was affected.
- The issue was partially due to Buyer error.
5.3 Non-Refundable Fees
The following are generally non-refundable:
- Shipping costs (unless the item was not delivered or was significantly misrepresented).
- Import duties or taxes paid to customs authorities.
- Bank or currency conversion fees charged by your financial institution.
6. Eligibility for Returns
6.1 Eligible Items
The following items may be eligible for return through the dispute process:
- Items that are damaged, defective, or broken upon arrival.
- Items that do not match the product description or photos.
- Wrong items received.
- Items that were not delivered.
- Items that differ significantly from what was ordered.
6.2 Non-Returnable Items
The following items are generally not eligible for return:
- Perishable goods (food, flowers, etc.).
- Intimate or sanitary products (underwear, swimwear, earrings, etc.).
- Hazardous materials, flammable liquids, or gases.
- Downloadable software, digital products, or gift cards.
- Items that have been used, washed, altered, or damaged by the Buyer.
- Items without original packaging, tags, or accessories.
- Custom-made or personalized items (unless defective).
- Sealed hygiene products that have been opened.
6.3 Return Condition Requirements
If a return is requested, the item must be:
- In the same condition as received (unless defective or damaged on arrival).
- In its original packaging with all tags and labels attached.
- Accompanied by all accessories, manuals, or components that came with it.
- Free of stains, odors, or damage caused by the Buyer.
7. Vendor Dispute History and Auto-Block
Vendor Accountability: Venderce monitors dispute rates to maintain marketplace quality. Vendors with 3 or more disputes may be automatically blocked from the Platform.
Factors considered when evaluating Vendor dispute history:
- Total number of disputes relative to total orders.
- Severity of issues (wrong items, significantly misrepresented products).
- Vendor's responsiveness to disputes.
- Whether disputes were resolved fairly.
- Buyer feedback and reviews.
8. Item Not Received
If your order has not arrived within the expected timeframe:
- File a dispute through the delivery confirmation email link before the window expires.
- Provide any available tracking information or delivery updates you've received.
- If the Vendor cannot provide proof of delivery, a full refund will be issued.
- If tracking shows delivered but you did not receive it, file a dispute and we will investigate.
9. Damaged or Defective Items
If your item arrives damaged or defective:
- File a dispute immediately through the email link.
- Take clear photos of the damage, including the packaging.
- Keep the item and packaging until the dispute is resolved (we may request additional evidence).
- Do not attempt to repair the item yourself — this may affect your eligibility for a refund.
10. Wrong Items Received
If you receive an item that is different from what you ordered:
- File a dispute with photos of the item received and the order details.
- Do not use or alter the item.
- We will arrange for the correct item to be sent or a full refund to be issued.
- The Vendor may request the wrong item to be returned at their expense.
11. Exchanges
Venderce does not directly facilitate exchanges. If you need a different size, color, or variant:
- File a dispute for the original item.
- Place a new order for the correct item.
- If the dispute is resolved in your favor, you'll receive a refund for the original order.
Note: Some Vendors may offer direct exchanges — check the Vendor's store policies for details.
12. After Auto-Confirmation
If your order has auto-confirmed and you did not file a dispute within the window:
- The standard dispute process is no longer available.
- Contact the Vendor directly through the Platform's messaging system to discuss a resolution.
- If the Vendor is unresponsive or uncooperative, contact Venderce support with your order details.
- We will review exceptional cases on a best-efforts basis, but resolution is not guaranteed after auto-confirmation.
13. Contact Support
For questions about returns or disputes, contact us:
Vend