Understand PlusHub and PrintHub's claim handling process
There may be times when delivery is delayed or products are defective during the fulfillment and delivery process, resulting in a customer filing a claim. The onus is then on the Seller to provide all claim evidence to PlusHub/PrintHub in order to resolve the issue. This article focuses on PlusHub/PrintHub’s claim handling process for orders and steps the Seller should take in each situation.
A. Delivery claim
B. Product claim
C. Notes
Claim conditions:
With PrintHub: If the order has not been successfully shipped after 45 business days and no more than 60 business days from the date the order is paid, PrintHub will send a new product to the Buyer; or refund 100% of the order value to the Seller.
With PlusHub: If the order has not been successfully shipped after 45 business days and no more than 60 business days for Standard shipping and Premium shipping, or after 60 business days and no more than 90 business days for Eco shipping from the day the order is paid, PlusHub will refund the fees collected from the Seller.
Claim request sent to PlusHub/PrintHub Customer Support Team must be accompanied by images of clear evidence as follows:
Text/image confirming correct address from Buyer
Written confirmation of the package's delivery status from the local carrier (in the event of an unsuccessful delivery).
Once all evidence has been collected, PlusHub / PrintHub will offer a suitable solution based on the order's status.
Claim conditions: Within 07 business days following an order’s delivery date (with the tracking number's status shown as Delivered), if the Buyer files a claim for the order, the Seller needs to provide the order's details and images of clear evidence to PlusHub/PrintHub so that our Operations team can work further with the suppliers.
Claim request sent to PlusHub/PrintHub Customer Support Team must be accompanied by images of clear evidence as follows:
Unpacking video when you receive the package
Images of quality issues and any damaged parts of the actual product received;
Images of the incorrect item received (in the event that the item delivered is incorrect in terms of color/design/size compared to the order confirmation);
Images of the size label and the entire item when measured with a ruler (in case size is not exactly the same as stipulated in the size chart);
Image of the original shipping label of the product received.
Within 14 working days from the date the order is delivered, the Seller needs to work with the Buyer to provide all necessary evidence with PlusHub/PrintHub.
Within 14 business days of the order's delivery date, the Seller must collect all necessary evidence from the Buyer and provide it to PlusHub/PrintHub.
Once all evidence has been collected, PlusHub/PrintHub will offer a suitable solution based on the claim's status. In the event that the product is defective or severely damaged, the Seller can choose to either receive a full refund of the order value or resend a new product to the Buyer.
If you need further support, please contact PlusHub/PrintHub via live chat channels, email support@shopbase.com.
Packaging for bulky and large products must adhere to the carrier's standard guidelines. Therefore, the products may be subjected to creases because they are folded when packaged. Please understand that this is not a product defect. You can spread the product flat for 3-5 days to ward off the wrinkles and creases.
Policy for PlusHub's Seller
Policy for PrintBase & PrintHub's sellers
In this article
A. Delivery claim
B. Product claim
C. Notes
A. Delivery claim
Claim conditions:
With PrintHub: If the order has not been successfully shipped after 45 business days and no more than 60 business days from the date the order is paid, PrintHub will send a new product to the Buyer; or refund 100% of the order value to the Seller.
With PlusHub: If the order has not been successfully shipped after 45 business days and no more than 60 business days for Standard shipping and Premium shipping, or after 60 business days and no more than 90 business days for Eco shipping from the day the order is paid, PlusHub will refund the fees collected from the Seller.
Claim request sent to PlusHub/PrintHub Customer Support Team must be accompanied by images of clear evidence as follows:
Text/image confirming correct address from Buyer
Written confirmation of the package's delivery status from the local carrier (in the event of an unsuccessful delivery).
Once all evidence has been collected, PlusHub / PrintHub will offer a suitable solution based on the order's status.
B. Product complaints
Claim conditions: Within 07 business days following an order’s delivery date (with the tracking number's status shown as Delivered), if the Buyer files a claim for the order, the Seller needs to provide the order's details and images of clear evidence to PlusHub/PrintHub so that our Operations team can work further with the suppliers.
Claim request sent to PlusHub/PrintHub Customer Support Team must be accompanied by images of clear evidence as follows:
Unpacking video when you receive the package
Images of quality issues and any damaged parts of the actual product received;
Images of the incorrect item received (in the event that the item delivered is incorrect in terms of color/design/size compared to the order confirmation);
Images of the size label and the entire item when measured with a ruler (in case size is not exactly the same as stipulated in the size chart);
Image of the original shipping label of the product received.
Within 14 working days from the date the order is delivered, the Seller needs to work with the Buyer to provide all necessary evidence with PlusHub/PrintHub.
Within 14 business days of the order's delivery date, the Seller must collect all necessary evidence from the Buyer and provide it to PlusHub/PrintHub.
Once all evidence has been collected, PlusHub/PrintHub will offer a suitable solution based on the claim's status. In the event that the product is defective or severely damaged, the Seller can choose to either receive a full refund of the order value or resend a new product to the Buyer.
C. Notes
If you need further support, please contact PlusHub/PrintHub via live chat channels, email support@shopbase.com.
Packaging for bulky and large products must adhere to the carrier's standard guidelines. Therefore, the products may be subjected to creases because they are folded when packaged. Please understand that this is not a product defect. You can spread the product flat for 3-5 days to ward off the wrinkles and creases.
Related articles
Policy for PlusHub's Seller
Policy for PrintBase & PrintHub's sellers
Updated on: 10/11/2023
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