Merchant support
Refund Policy
This policy explains how Siftfy handles issues with dropshipping orders fulfilled for merchants. We compensate for goods damaged or lost in transit and provide refunds for serious functional defects in the product itself. Other issues are discussed with your account manager based on the circumstances of each case.
1. Who this policy applies to
This policy applies to merchants who use Siftfy to fulfill dropshipping orders. It covers the handling of fulfillment issues between Siftfy and the merchant. Merchants remain the point of contact for their store customers; this policy does not replace the after-sales policy you provide to those customers.
2. Goods damaged or lost in transit
Our compensation coverage is limited to goods damaged or lost in transit during fulfillment handled by Siftfy. If goods arrive damaged, please keep the goods, packaging, and shipping label, and share clear photos or videos of the damage. If you suspect a shipment is lost, provide the order number, tracking number, and available delivery information so we can investigate with the logistics provider. A delay or a gap in tracking updates alone does not establish that a shipment is lost.
3. Serious functional defects
We provide refunds where the product itself has a serious functional defect, such as failure of its main function during normal use. Please describe the expected function, what actually happens, and how the issue occurs. Clear photos or a short video demonstrating the problem help us verify the defect with the supplier. Issues that do not involve a serious functional defect can be raised with your account manager for individual discussion.
4. Other fulfillment or after-sales issues
For issues outside the coverage above, please contact your account manager. Examples include delivery delays, address or delivery disputes, incorrect or missing items, appearance or specification differences, and customer requests to cancel or return an order. These issues do not automatically qualify for compensation or a refund under this policy. We will review the order details and discuss a resolution based on the actual issue.
5. How to report an issue
Submit all refund, compensation, or return requests by contacting your Siftfy account manager or emailing [email protected]. Please report issues promptly after discovering them. Include the Siftfy order number, affected product and quantity, a description of the problem, and the date it was noticed. For shipping issues, also include the tracking number and available tracking or delivery records. For damage or functional defects, provide relevant photos or videos. If your customer has reported the issue, share the relevant details while avoiding unrelated personal information.
6. Review and follow-up
Our team will review the information and coordinate checks with the supplier or logistics provider as needed. We may ask for additional details when the available information does not establish what happened. Please retain the affected goods and packaging during the review in case further verification is needed. We will communicate the findings and next steps through your account manager or by email.
7. Refund and compensation arrangements
Once an issue is verified as falling within the coverage above, our team will confirm the affected order and goods, the refund or compensation amount, and how it will be processed. Payment-related details and the expected processing time will be communicated for that case. The time funds take to arrive may depend on the payment provider. If you need to check progress, contact your account manager or email [email protected] with the order reference.
8. Returns and customer communication
Before asking your customer to return goods, contact your account manager or email [email protected] to confirm whether a return is needed and discuss the address, shipping arrangements, and related costs. Please wait for those instructions before sending goods back. A return request and a refund request are reviewed according to the circumstances of the case. Keep your customer informed of the agreed next steps through your own store’s support channels.
9. Questions and interpretation
For questions about this policy or a particular order, please contact your Siftfy account manager or email [email protected]. Siftfy reserves the right of final interpretation of this policy.