Sometimes, for reasons beyond your control, you may be unable to fulfil an order. If this has happened to you, here’s what to do:
- If you have not yet accepted the order, please reject the order rather than accepting it.
- If you have already accepted the order, please refund the customer in full.
- In both cases, please ensure you communicate to the customer via your Catch shop explaining the reason for the rejection/refund together with an apology for the inconvenience caused to them. Example message: “Our sincere apologies but the product that you ordered is no longer in stock. Your order has been refunded in full and you should receive the funds back to your original payment method within 2-5 business days. Optional: We expect this product to be back in stock on XX date, at which time you can place your order again.”
Always remember to maintain high customer satisfaction on Catch Marketplace, any Seller who rejects 3 or more consecutive orders, or has an unusually high rejection rate, may have their account suspended.