Update: As of 3rd April 2020 we have added new sections to this policy that cover 'Price gouging' and 'Inventory errors'. Click here to read these new additions.
Updated Policy (As of 3rd April 2020)
Catch Marketplace - Customer Service and Care Policy
Our Customer Service and Care Policy (“Policy”) is designed to ensure that Catch customers have the best possible experience on our platform and are treated fairly, reasonably and with respect. Our goal is to maintain customer high levels of satisfaction, so they continue to shop on our platform to benefit both us and our Sellers.
This Policy sets out our minimum expectations for all Sellers on the Catch.com.au Marketplace when it comes to dealing and interacting with customers. Adherence to this Policy will both protect our customers, but also ensure you garner repeat business with our Platform by following the same principles that we adhere to in our own core retail business.
This Policy will hold you accountable for things that are in your control and that will, in most cases, guarantee a customer is happy:
• Delivering goods on time;
• Giving customers support for the goods they buy; and
• Quickly resolving complaints when they arise.
If you do not meet the minimum requirements set out in this policy, we may restrict your ability to sell certain products, or terminate your selling privileges entirely – depending on how far below these standards you fall.
1. Sending your goods – meeting customer expectations
Update: To assist with the increased order volumes incurred from the COVID-19 pandemic, the required handling time for sellers has increased from 2 Business Days to 3 Business Days. This will remain in place until 30th April 2020.
1.1. Local Sellers
1.1.1. You must confirm and dispatch orders within 2 Business Days. On average, customers expect to receive orders within 4 to 7 days. If your estimated shipping time frames are greater than 4 to 7 days, you should note this in your Seller Profile.
1.2. International Sellers
1.2.1. You must confirm and dispatch orders within 2 Business Days. On average, customers expect to receive orders within 7 to 10 Business Days. If your estimated shipping time frames are greater than 7 to 10 Business Days, you should note this in your Seller Profile.
1.2.2. Any exceptions to dispatch or delivery time frames must be approved by us.
1.2.3. Where you send goods with ‘authority to leave’, goods are at the risk of the Seller until the customer physically receives the goods.
2. General obligations for handling queries and complaints
2.1. You must handle all complaints fairly, reasonably and without unnecessary delay and otherwise in accordance with this Policy and the Australian Consumer Law.
2.2. You must respond to any customer complaint or query within 1 Business Day and resolve the complaint within a further 5 Business Days.
2.3. If you fail to resolve the complaint in accordance with clause 2.2 above, we have the right (but not the obligation) to step in and handle the customers complaint, and provide the customer with a remedy we reasonably believe they are entitled to.
3. Defective and damaged products
3.1. If a customer’s complaint relates to a defective or damaged product, you must promptly in accordance with clause 2.2 above arrange for:
3.1.1. a refund in full for the product (including any amounts paid for shipping); or
3.1.2. a repair of the product if the product can be easily repaired and the problem is minor; or
3.1.3. a like-for-like replacement of the product if the product can be easily replaced,
in accordance with the customer’s rights under the Australian Consumer Law. You will be required to arrange for the return or repair of any goods directly with the customer.
3.2. Where a problem with a product is major, the customer is entitled to choose between a repair, replacement or refund in accordance with clause 2.1 above. You cannot refuse a customer’s request for a remedy in these circumstances unless the goods cannot be repaired, or a like-for-like replacement is unavailable. In such circumstances, you must provide a refund in full for the product in accordance with the customer’s rights.
3.3. You may only offer or provide partial refunds to customers in cases of minor cosmetic defects. In these circumstances, you can only offer this once to customers, and if the customer refuses your offer, you must provide a remedy in accordance with clause 3.1.
4. Accepting change of mind returns
4.1. To be part of the Catch Marketplace, you must also allow customers to return goods where a customer changes their mind in accordance with clause 17 of our Terms and Conditions of Use and Sale provided the customer meets the requirements set out in that clause and below.
4.2. You must allow a customer to return goods for change of mind where the goods are:
4.2.1. returned within 14 days of the customer’s order being received;
4.2.2. as new and are not used, worn, or opened and have all original packaging and tags in-tact (including any package seals (if any) being unbroken);
4.2.3. in a resalable condition;
4.2.4. not damaged in any way.
4.3. The customer bears the risk of return and is responsible for the costs of return postage.
4.4. The goods will only be refunded once the goods are confirmed as received, and you must notify us of this once they are received and verified to meet the return requirements above. The initial shipping fee charged to the customer to send the goods will not be refunded or credited.
4.5. Where a customer returns goods as a change of mind return, and the goods do not meet the criteria set out in this clause, the goods must be sent back to the customer at the customer’s cost. If the customer does not agree to pay for the goods to be sent back, you may negotiate a resolution with the customer.
5. Dispute Resolution
5.1. If a customer’s complaint has not been resolved by you, they may raise the Dispute with us. You agree and authorize us to handle the customer’s complaint at our reasonable discretion, but in accordance with our published policies from time to time. This authorization extends to issuing the customer with a refund for the goods.
5.2. Where a Dispute is lodged:
5.2.1. We will notify you via email that a dispute has been opened and provide you with a copy of the dispute;
5.2.2. You must, within 2 Business Days of the above notification, lodge a resolution response to the dispute. If you fail to provide your response to the dispute, we may determine the dispute based on the customers claim alone;
5.2.3. If we receive your response, we will make a decision based on our policies and procedures. Once a decision is made, we will inform both parties of the outcome.
5.3. Despite clause 4.2 above, Catch may, at its discretion, based on the nature of the customer’s complaint, where it reasonably believes a customer’s complaint or issue requires immediate intervention, decide on a resolution without notice to you, including but not limited to a refund for the customer.
5.4. If we determine the customer is not at fault and the Dispute in the customers favour, we will refund the customer on your account or provide the customer with such other remedy as may be required in accordance with their consumer rights. Each Dispute recorded in the customer’s favour goes against your Dispute Rate. If your Dispute Rate exceeds 3% you will fail to meet our minimum standards, and we may terminate or suspend your Seller account in accordance with our Participation Agreement.
6. Excluded Change of Mind categories
The following categories are not covered by the Change of Mind policy and can be accepted/rejected by the seller at their discretion:
- Cosmetics & Beauty products (If hygiene seal is broken)
- Pharmaceutical/Health products
- Perishable Goods & Food items
- Personal Care Items
- Underwear & socks
- Pierced jewellery
- Mattresses, pillows, quilts, comforters & mattress and pillow protectors
- Gift cards, phone recharge or third party gift cards
- Media - Books and unsealed CDs, DVDs & Video Games
- Adult toys/sexual health products
- Assembled furniture
- Digital Goods (download codes etc.)
- Personalized/Made to order Goods
- Earphones/Headphones (if package has been opened)
- Large/Bulky Appliances
- Any merchandise where the GST has been claimed under the Tourist Refund Scheme, unless proof of repayment of the GST upon return to Australia is provided
From Tuesday 17th March 2020 until further notice, the following products are also excluded from our Change of Mind Policy:
- Toilet paper
- Paper towel
- Tissues and serviettes
- Medicinal (pain relief)
- Cleaning (Examples: antibacterial wipes, sprays and cleaners, disposable gloves)
- Feminine hygiene and incontinence
- Baby wipes
- Hand Sanitizers
7. Price gouging on essential products
All Sellers agree to adhere to the Catch Values when they sign up to our Platform, and one of those core values is providing customers with value for money. This is more important now than ever before as more and more people turn to shopping online as they spend more time at home.
All Sellers must adhere to the following rules for essential products (as determined by Catch):
- Not raise prices by an unreasonable amount if the Seller had been previously selling the product; or
- Not list products for an unreasonably high price if the Seller had previously not sold the product.
Any product we deem to not comply with this policy may be removed from the platform. If a Seller has repeated or flagrant violations, their store may be suspended or removed from Catch.com.au.
8. Inventory management - keeping your inventory up to date
During this busy time, certain products are in high demand, and there have been many instances where Sellers have oversold inventory resulting in cancelled orders and poor customer experience. While we recognise that there are some reasons beyond the reasonable control of some Sellers when this occurs, there are also Sellers who are simply not keeping on top of updating their feed.
In these circumstances, Catch bears cost in processing of refunds compiling, disseminating and managing bulk refunds to disappointed customers.
In the event that:
A) Seller oversells any item; and
B) The reason for this is the act, fault or omission of the Seller (for example, the Seller did not update their inventory feed), then
Catch will charge a processing fee of $5 per cancelled order, to cover the administration costs of rectifying the Seller’s error.
If a Seller continually is required to make refunds for cancellations, Catch may take further action including suspension or termination of the Seller’s account.
1. What should I do if a customer wishes to lodge a change of mind after the 14 day period?
After 14 days from delivery, you may defer to your standard in-house policies for change of mind returns.
2. What happens if a customer wishes to return an open, used or damaged product as a change of mind return?
For return cases that are outside of this policy, you may handle however you like. This includes deferring to your own in-house change of mind policies.
3. Who needs to cover the return cost for change of mind returns?
The customer will be required to cover all shipping costs for change of mind returns.
4. Do I need to refund the full order amount for a change of mind return?
If the item was advertised with an additional postage/shipping fee, then you are only required to refund the product price. If the item was advertised as 'free shipping' then you must refund the full order total.
5. What happens if we receive back an item that is not in a resalable condition?
If you receive back goods that are not in line with the criteria outlined in this clause, then you should notify the customer and arrange the re delivery of the item back to them. This re delivery is at the cost of the customer. Alternatively, you may then negotiate on a partial refund with the customer, that covers any losses incurred by you.
6. How do I charge the customer for any re delivery fees for items we cannot accept back under this clause?
Providing all communication remains within the Catch messaging portal, you may arrange for the customer to make payment to you outside of the Catch platform. Please ensure you keep records of any payments made/received in case the order is escalated to our disputes team.
7. Do I need to accept back open items as change of mind returns?
No - however we strongly advise you to still work with the customer on a resolution that is reasonable for both sides.
8. What happens if a change of mind return is lost/damaged in transit on the way back to me?
Return shipping and costs are the responsibility of the customer. We recommend that when handling the return that you advise customers to send the item back with a tracked service. For high value products, you should also advise the customer to use an insured shipping method.
9. What happens if the customer disagrees with our assessment of the return?
Both sellers and customers can escalate a change of mind return case to the Catch team at any time. This will then follow our standard Dispute process.
10. Can I still charge a restocking fee?
If a change of mind return is covered by the conditions outlined in this policy, then you cannot charge any additional fees on the refunded amount - including restocking fees. Restocking fees may only be applied by you, on any returns not covered by the conditions outlined in this clause.