COMPLAINTS HANDLING PROCESS
In the event that a Customer has a complaint, issue, feedback or other query about you, your Products or Shopfront, they will raise their comments with you directly through the Marketplace Messaging Service. By setting up your Account and entering into the Agreement with us, you have agreed to handle any and all communications from Customer in accordance with our Agreement including this policy.
- Receipt of complaint
Customer will be asked to contact you directly through the Marketplace Messaging Service with any issues, questions, or complaints. You will receive notice of any such communication by email.
To review and respond to the communication, open the email, and follow the response options available.
All enquiries, including complaints are tracked by Country Living through the Marketplace Messaging Service.
- Response to complaint
Upon receipt of notice as set out above, respond to the Customer as soon as reasonably possible and in any event within 24 hours. Your response should explain how you intend to handle their communication. If you do not have that information available, acknowledge receipt of the Customer’s communication within 24 hours and let them know when you will next be in touch.
- Action
You must resolve the complaint or issue quickly, appropriately, and amicably, and make sure your resolution is clear to the Customer. Our goal is always to keep the Customer happy.
Follow up if necessary – if you haven’t heard back from the Customer, try once more to make sure they received your proposed solution.
- Escalating to Us
We hope that you will be able to resolve any issues quickly and amicably with Customers directly through the Marketplace Messaging Service.
Should this not be the case, Customers are advised that, if they are not satisfied with how a Seller has handled a communication to a Customer, they can escalate an issue to Us to investigate. We will be able to view your correspondence on the Marketplace Messaging Service to review the communication.
Any Customer communications that we deem, in our sole discretion, have not been appropriately handled by you will automatically be escalated to Us. We reserve the right to temporarily suspend or terminate your Account if you fail to comply with this policy or if we deem that you have not appropriately resolved a Customer complaint. Please see our Restriction, Suspension and Termination Policy for more detail. Our decision is final in respect of any investigation in a Customer complaint.