Larderfy Resolution Centre
When something is not right, put it right.
One place where a problem with an order is recorded and followed through to a decision.
What it does
Every problem with an order becomes a case, and every case is handled the same way.
- One list of cases
- Each case sits in one list, with its stage and who it is with.
- Always clear whose turn it is
- A case is with the seller, with the customer or with us. Never in between.
- The whole story, in order
- A case keeps what was said and what was decided, from the first line to the last.
How a case goes, from start to finish
New
A case is opened on an order.
With the seller
The seller is asked for their side and answers on their desk.
With the customer
We are waiting to hear from the customer.
With us
We read the whole case and say what is needed.
Decided
We decide, and the decision is written on the case.
Closed
Nothing more is needed from either side.
Where to go
You sold something
Cases about your orders are on your desk, each with its stage and what is needed from you.
Open your Seller deskYou bought something
Write to us with your order number and what went wrong. We open the case and bring the seller in.
Contact us
One centre, wherever the order came from
A case from any of these comes to the same place and follows the same stages.
- Marketplace
- Channels
- Docs
- Sales
- Health and Beauty
Questions
When is a case opened?
When a problem with an order has not been settled between the customer and the seller.
Who can see a case?
The seller whose order it is, and our team. Nobody else.
How do I raise a problem with something I bought?
Write to us with your order number. We open the case and bring the seller in.
When something is not right, put it right.
Open your Seller desk