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Policy for PlusHub's sellers

This article will provide information about Policy for PlusHub's sellers.

In this article



A. Order processing
B. Order shipping
C. Complaints about orders
D. Notes

A. Order processing



Normally, orders will be processed immediately after successful payment. Therefore, Sellers should limit changing order information after payment. In case it is necessary to change order information, please contact PlusHub and PlusHub will confirm the changes that can be made depending on the order status at that time.

In case PlusHub cannot provide tracking number after 15 business days of commitment in the product quote from the date the order is paid (except in cases where the order cannot be processed and PlusHub has already notified to the Seller), Seller can claim a 10% refund of the total order value and the order continues to be processed; or Cancel your order and claim a full refund of the total order value.

In case orders include out-of-stock item(s): You will receive a notification via email/live chat, and the order will be canceled and refunded.

In case an order cannot be processed or shipped because it has an incorrect shipping address, PlusHub will notify the Seller via email/chat for accurate information. If the Seller cannot provide accurate information or request cancellation of the order at that time, PlusHub will cancel the order and refund the remaining cost of the order after deducting the costs incurred to the Seller, depending on on order status.

In case orders are canceled due to restricted ship-to regions: You will receive a notification via email/live chat, and the order will be canceled and refunded.

In case the order cannot be processed or shipped because the product violates copyrighted images that the Seller cannot prove their right to use, PlusHub will cancel the order and refund the remaining cost of the order after deducting costs incurred by the Seller, depending on order status.

B. Order shipping



In case the order has a problem with the tracking number (inactive, not updated,...), PlusHub will contact the supplier to update the tracking number or notify Sellers the current status of the order.

If the order has not been successfully shipped after 45 business days for Standard shipping and Premium shipping, or after 60 business days for Eco shipping from the date the order is paid, PlusHub will refund the fees collected to Seller.

Tracking number shows successful/unsuccessful delivery and Buyer reports not receiving goods:

If the address is incomplete or incorrect, recipient is absent, the package is refused or stolen, the Seller may pay an additional fee to return the item to the Buyer, PlusHub is not responsible for this case.
If the Buyer has provided the correct address but the PlusHub operations team handled it incorrectly, or the error was caused by the local service provider (with written confirmation from the local service provider), PlusHub will send the product new product to the Buyer or refund 100% of the order value to the Seller.
If the Buyer has provided the correct address and PlusHub's operations team processed it correctly (the shipping label correctly represents the Buyer's address), PlusHub will provide the shipping carrier's contact information and phone number so that the Buyer can contact the shipping company directly to receive the goods.

In case the order cannot be shipped due to force majeure reasons such as natural disasters, epidemics, customs procedures, etc, PlusHub will contact the Seller to notify the specific status and agree on a handling plan.

C. Complaints about orders



If an order contains a product that is subject to a lawsuit due to a copyrighted image that the Seller cannot prove that he has the right to use, PlusHub is not responsible for this case. PlusHub does not refund the original shipping fee and shipping fee to the Seller if the order has the following problems:

The buyer cannot receive the goods because the goods have been stopped or seized by customs for product copyright infringement;
Buyer complains about product copyright;
The copyright owner claims the product infringes copyright.

Within 07 business days from the date the order is delivered shown on the tracking number, if the Buyer has a complaint about the order (the product is incomplete, there are obvious discrepancies in color/design/size etc) compared to order confirmation, the Seller needs to provide full order information and supporting images to PlusHub. If the error is due to PlusHub, PlusHub will send a new product to the Buyer, refund a part or 100% of the order value to the Seller, depending on the specific condition of the product.

PlusHub has the right to refuse requests to handle complaints for the following reasons:

Advertising information about products/orders on the Seller's store does not match PlusHub's information.
Subjective reasons from the Buyer such as: The product is damaged by the Buyer during/after opening the goods, ordering the wrong product,...

Understand PlusHub and PrintHub's claim handling process
.

D. Notes



If you need further support, please contact PlusHub via Live Chat 24/7 or email us at support@shopbase.com.
In complicated cases, the Seller and PlusHub can negotiate to come up with the optimal solution at that time.
The term Order value in this policy includes the original price of the product (base cost) and shipping fee (shipping fee) made on PlusHub's system at the time PlusHub receives the information from Seller.



Overview of PlusHub

Updated on: 13/11/2023

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