How to Handle Damaged, Defective, Incorrect or Missing Orders as a Rootsy Seller

Customers expect their Rootsy purchases to arrive safely, match the product description, and include everything they ordered.

Occasionally, a customer may report that a product arrived damaged, is defective, is incorrect, or was never received.

As a Rootsy seller, you're responsible for providing accurate products, packaging shipments appropriately, maintaining fulfilment records, and cooperating with Rootsy when an order problem is reported.

This guide explains how to investigate these complaints, provide supporting evidence, and work with Rootsy Customer Support toward an appropriate resolution.

1. Understanding the Different Types of Order Problems

Customers may report several types of problems.

Damaged Product

The product arrives broken, cracked, scratched, or otherwise damaged.

Defective Product

The product does not function correctly, is faulty, or has a manufacturing or quality problem.

Incorrect Product

The customer receives a product, variation, quantity, or personalization that does not match the order.

Missing Item

One or more purchased items are absent from the delivered package.

Lost Shipment

The package has not arrived, and the tracking information or carrier investigation suggests it may be lost.

Delivered but Not Received

The carrier has marked the package as delivered, but the customer reports that it was not received.

Different circumstances may require different investigations and remedies.

2. Where to Review the Affected Order

To investigate an order problem:

1. Visit https://www.rootsy.ca.

2. Sign in to your Seller Dashboard.

3. Select Orders.

4. Locate the relevant customer order.

5. Open the order details.

6. Review the product, quantity, shipping information, and current status.

If Rootsy Customer Support has already contacted you about the complaint, follow the instructions provided.

3. Respond Promptly to Customer Complaints

Under Rootsy's Refund & Dispute Resolution Policy, sellers must respond to return requests within 48 hours.

When you receive an order-related complaint:

1. Review the issue as soon as possible.

2. Identify the affected order and product.

3. Check the buyer's explanation.

4. Examine the available evidence.

5. Respond through Rootsy's approved process.

6. Provide any requested records or documentation.

If a seller does not respond within the required timeframe, Rootsy may make a decision using the available evidence.

Repeated failure to cooperate may result in seller account restrictions or other action under Rootsy's policies.

4. What to Do When a Product Arrives Damaged

If a buyer reports damage:

1. Review the original order.

2. Confirm the product and quantity shipped.

3. Examine photographs of the reported damage.

4. Review photographs of the external and internal packaging, where available.

5. Check whether the product was packaged appropriately.

6. Review tracking and carrier information.

7. Provide relevant records to Rootsy Support.

Useful evidence may include:

• Photographs taken before dispatch.

• Packaging photographs.

• Shipping label and tracking number.

• Proof of carrier handoff.

• Buyer-provided photographs.

• Relevant product specifications.

Rootsy may determine whether the damage resulted from packaging errors, seller preparation, carrier handling, or another cause.

Important: Do not automatically reject a complaint because the product left your premises in good condition.

5. What to Do When a Product Is Defective

A defective product may fail to work correctly or may not meet the quality or functionality described in its listing.

If a defect is reported:

1. Locate the original order.

2. Review the product description and advertised specifications.

3. Examine the buyer's description of the defect.

4. Request supporting photographs or videos through the approved process, where relevant.

5. Review any applicable product instructions or safety information.

6. Provide your findings to Rootsy Support.

Depending on the circumstances, Rootsy may determine that a return, replacement, full or partial refund, or another resolution is appropriate.

If the product may be unsafe, take the matter seriously and promptly notify Rootsy Support.

6. What to Do When the Wrong Product Was Shipped

An incorrect order may involve:

• The wrong product.

• The wrong colour or size.

• An incorrect product variation.

• The wrong quantity.

• Incorrect personalization.

• Missing accessories or components.

If a buyer reports receiving the wrong item:

1. Review the original order.

2. Compare it with your product and packing records.

3. Check the buyer's selected options.

4. Review any submitted personalization instructions.

5. Determine whether a packing or fulfilment error occurred.

6. Report your findings through Rootsy's approved support process.

Do not ask a customer to pay additional charges to correct an error caused by the seller.

If Rootsy determines the issue is seller-responsible, the seller may be responsible for applicable return or replacement shipping costs.

7. What to Do When an Item Is Missing From a Package

A customer may receive a shipment containing fewer items than expected.

Before reaching a conclusion:

1. Review the original order and ordered quantities.

2. Determine whether the order included multiple sellers.

3. Check whether separate shipments were arranged.

4. Review the packing records.

5. Confirm which items were included in your package.

6. Review any available tracking numbers.

7. Contact Rootsy Support if the item remains unaccounted for.

Important: Items purchased from different Rootsy sellers may arrive in separate packages and on different dates.

An item that has not arrived with the first package is not necessarily missing.

If the seller omitted an item, Rootsy may determine an appropriate remedy.

8. What to Do When a Shipment Appears Lost

A shipment may be considered potentially lost when tracking shows no progress for an extended period or the carrier confirms that the parcel cannot be located.

If a package appears lost:

1. Locate the original order.

2. Review the carrier and tracking number.

3. Examine the latest tracking events.

4. Confirm that the package was handed to the carrier.

5. Gather available pickup or drop-off receipts.

6. Report the problem to Rootsy Support.

7. Cooperate with any carrier investigation.

Rootsy may help coordinate claims through its shipping and logistics partners.

Possible outcomes may include continued investigation, replacement, partial refund, full refund, or another appropriate resolution.

Carrier claim approval and compensation are subject to the applicable carrier or logistics provider terms.

9. What if Tracking Says Delivered but the Customer Did Not Receive the Package?

A delivered tracking status does not always settle a missing-package complaint.

Rootsy may investigate using:

• Carrier tracking records.

• Delivery confirmation.

• Delivery photographs.

• GPS information, where available.

• Seller shipment records.

• Buyer delivery information.

• Carrier investigation findings.

As a seller:

1. Confirm the tracking number belongs to the affected order.

2. Review the recorded delivery date.

3. Check any available proof of delivery.

4. Retain shipment and carrier handoff records.

5. Contact Rootsy Support.

6. Cooperate with the investigation.

Do not accuse the buyer of making a false claim without evidence.

Rootsy does not guarantee a refund or replacement for every parcel marked delivered. The outcome depends on the circumstances, evidence, applicable terms, and legal requirements.

10. Understanding Seller Responsibility for Shipping Damage

Rootsy's Shipping & Fulfilment Policy distinguishes between seller preparation errors and problems occurring during carrier transportation.

Sellers are responsible for:

• Safe and appropriate packaging.

• Accurate package dimensions and weight.

• Correct shipping labels.

• Accurate shipment declarations.

• Proper carrier handoff.

• Compliance with applicable shipping restrictions.

Where damage or loss results from poor packaging, incorrect labelling, misdeclared contents, or another seller error, the seller may be responsible for applicable costs.

Other transit-related problems may require investigation under the carrier's terms.

Rootsy may coordinate the process but does not guarantee carrier reimbursement.

11. How Return and Refund Requests Are Handled

Rootsy's standard return-request window is generally 14 days from delivery, subject to applicable product conditions, marketplace policies, and consumer protection rights.

When a buyer reports a damaged, defective, incorrect, or materially misdescribed product:

1. Review the return or dispute request.

2. Respond within 48 hours.

3. Provide requested evidence.

4. Follow Rootsy's return or investigation instructions.

5. Cooperate with any required product inspection.

6. Await the applicable resolution decision.

Rootsy may approve a full refund, partial refund, replacement, return, or another appropriate remedy.

A non-returnable or final-sale designation does not automatically prevent a valid remedy for a defective, damaged, unsafe, incorrect, or materially misdescribed product.

12. Who Pays for Return or Replacement Shipping?

Responsibility depends on the reason for the return or replacement.

Rootsy determines the appropriate resolution according to its policies and the available evidence.

Do not independently charge a buyer for return shipping or reshipment without authorization.

13. What if the Product Was Personalized?

Personalized products may have additional restrictions on change-of-mind returns.

However, sellers remain responsible for fulfilling the customization correctly.

If a buyer reports a personalization error:

1. Review the original customization instructions.

2. Check the text, design, image, or other selections submitted.

3. Compare the submitted instructions with the finished product.

4. Review any relevant production records.

5. Provide evidence to Rootsy Support.

A personalized product may still qualify for a remedy when the seller made an error or the product is defective, damaged, unsafe, or materially misdescribed.

14. What if a Digital Product Is Defective or Incorrect?

Rootsy supports digital product listings and downloadable files.

A buyer may report that:

• The downloadable file is missing.

• The file cannot be opened.

• The wrong digital content was provided.

• The file is corrupted.

• The content differs materially from its description.

To investigate:

1. Review the order.

2. Confirm the digital product purchased.

3. Check the associated downloadable file.

4. Review the reported error.

5. Verify that the correct file is associated with the listing.

6. Contact Rootsy Support if a delivery or refund issue requires investigation.

Digital products may be non-returnable for change-of-mind reasons, but that does not automatically exclude valid claims involving defective, incorrect, or materially misdescribed content.

15. What Evidence Should Sellers Keep?

Maintaining accurate fulfilment records can help resolve disputes.

Useful records include:

• Order confirmation and reference number.

• Product name and SKU.

• Product description at the time of sale.

• Packing records.

• Photographs before dispatch.

• Shipping label and tracking number.

• Carrier pickup or drop-off confirmation.

• Relevant delivery information.

• Personalization instructions.

• Relevant communications and support correspondence.

Keep customer information secure and use it only for legitimate fulfilment, support, and other authorized purposes.

16. What Happens if the Seller and Buyer Disagree?

If a buyer and seller disagree about the product's condition, the cause of damage, a missing item, or delivery status, Rootsy may review the matter through its support or dispute process.

Rootsy may consider:

• Seller and buyer statements.

• Product listing information.

• Photographs or videos.

• Packing and dispatch records.

• Carrier tracking and confirmation.

• Return inspection findings.

• Other relevant documentation.

Rootsy may issue a resolution under its applicable policies and terms.

Sellers must cooperate with reasonable evidence requests and investigations.

17. What if Rootsy Determines the Seller Is Responsible?

If Rootsy determines that the problem resulted from seller error, the seller may be responsible for:

• An approved refund or partial refund.

• Return shipping costs.

• Replacement shipping costs.

• Applicable financial adjustments.

• Other costs or remedies permitted under Rootsy's policies.

Repeated product-quality or fulfilment failures may also lead to account reviews, listing restrictions, payout holds, suspension, or termination.

18. How to Reduce Damaged, Incorrect and Missing Orders

Sellers can reduce order problems by following good fulfilment practices.

Before dispatching a product:

• Confirm the correct product and quantity.

• Verify the selected size, colour, or variation.

• Review personalization instructions.

• Inspect the product for damage or defects.

• Use appropriate protective packaging.

• Check package dimensions and weight.

• Attach the correct shipping label.

• Keep proof of carrier handoff.

• Maintain accurate product descriptions and inventory.

Prompt communication and accurate records help Rootsy resolve problems more effectively.

Frequently Asked Questions

What should I do if a buyer reports a damaged product?

Review the order, gather available photographs and shipping records, and respond through Rootsy's approved return or support process.

How quickly must I respond to a return request?

Sellers must respond within 48 hours.

Can a buyer return a damaged product after the standard return window?

Exceptions may apply under Rootsy's policies or applicable law, particularly for safety, defects, recalls, or other protected circumstances.

Am I responsible if a carrier damages the package?

Responsibility depends on the circumstances. Seller packaging or labelling errors may create seller liability, while other carrier-related problems may require investigation.

What happens if I shipped the wrong item?

Rootsy may authorize a return, replacement, refund, or other remedy. Sellers may be responsible for applicable costs when the error is seller-related.

What if a buyer says an item is missing?

Review ordered quantities, packing records, and any separate shipments. Contact Rootsy Support if the item cannot be accounted for.

What if tracking has not updated?

Confirm carrier handoff, review tracking records, and contact Rootsy Support if investigation is needed.

What if tracking says Delivered but the buyer says the package is missing?

Rootsy may investigate tracking, delivery evidence, seller records, and other relevant information before determining a resolution.

Can I deny a complaint because the product is marked Final Sale?

Not automatically. Applicable rights and Rootsy's policies may permit remedies for defective, damaged, incorrect, unsafe, or materially misdescribed products.

Can I send a replacement without involving Rootsy?

Use Rootsy's authorized resolution and shipping procedures so the replacement and any related charges are properly documented.

What if the buyer damaged the product after delivery?

Provide relevant evidence through the return or dispute process. Rootsy may consider whether the damage occurred after delivery when determining the outcome.

What if a downloadable digital product does not work?

Review the file associated with the order and report unresolved access, corruption, or content problems to Rootsy Support.

Need Help Resolving an Order Problem?

If a customer reports a damaged, defective, incorrect, incomplete, lost, or missing order, Rootsy Customer Support can assist with the investigation and resolution process.

Support Centre: https://support.rootsy.ca/support/home

Email: support@rootsy.ca

Please include:

• Your registered store name.

• The relevant order number.

• Product name or SKU.

• A clear explanation of the problem.

• Carrier and tracking information, where applicable.

• Supporting photographs or records.

Do not include passwords, verification codes, or sensitive payment information.

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