Returns & Resolution
Clear after-sales policies protect both the buyer experience and your operating rhythm. This guide explains the current phase-one model: cancellation before ready to ship, support-led handling after delivery.
What phase one allows
- Returns and exchanges are disabled across the marketplace during phase one.
- Damaged, defective, and incorrect deliveries are handled through Shopville support instead of buyer return or exchange requests.
Cancellation expectations
- Cancellations are possible only before the configured cutoff status is reached.
- The platform default cutoff is ready to ship, so an order at confirmed can still be cancelled while an order at ready to ship or beyond cannot.
How resolution requests move
- Buyer contacts support from the order page.
- Support reviews the issue details and any requested evidence.
- Support coordinates next steps with the shop.
- A refund, replacement, or manual resolution is completed once the issue is verified.
Need the bigger standards context?
After-sales questions usually connect back to policy clarity, listing truthfulness, and marketplace standards.