How to Report an Order Problem on Rootsy

Having a problem with an order you placed on Rootsy? Whether your product is missing, damaged, incorrect, delayed, or different from its description, this guide explains how to report the issue and what information to provide.

Rootsy helps buyers and independent sellers work toward resolving order-related concerns. The next steps depend on the type of problem, the order status, and the applicable Rootsy policies.

Step 1: Identify the Problem

Before contacting support, identify what went wrong with your order.

Common order problems include:

• Damaged product: Your product arrived broken or damaged.

• Defective product: The product does not function or work as expected.

• Incorrect product: You received a different product, size, colour, or variation from what you ordered.

• Missing item: One or more products are missing from your delivery.

• Delayed shipment: Your order has not arrived within the expected delivery timeframe.

• Tracking issue: Your tracking information is unavailable or has not updated.

• Delivered but not received: Tracking shows delivery, but you cannot locate the package.

• Product not as described: The product materially differs from its listing.

• Seller communication or fulfilment issue: You have been unable to resolve an order concern with the seller.

Identifying the correct issue helps Rootsy determine the appropriate review process.

Step 2: Gather Your Order Information

Please have the following information ready before submitting your complaint:

• Your Rootsy order number.

• The product name and affected seller, if applicable.

• A clear explanation of the problem.

• The date you placed your order and the delivery date, if applicable.

• Your tracking number, if the issue concerns shipping.

• Relevant photographs or videos.

• Copies of relevant communications with the seller.

• Any other supporting information relevant to your case.

For damaged or incorrect products, include clear photographs of the product, packaging, shipping label, and the issue itself where possible.

For missing or delayed shipments, include the tracking details and the latest delivery status.

Tip: Keep the original packaging and any shipping documentation until your issue has been reviewed.

Step 3: Contact Rootsy Customer Support

Submit your complaint through Rootsy's available support process.

Visit the Rootsy Support Centre:

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

Explain the problem clearly and include your order number and supporting evidence.

If your order contains products from multiple sellers, identify the specific product or seller involved. Different items may have separate fulfilment, shipping, and resolution processes.

If you have already contacted the seller, include a summary of that conversation.

Step 4: Allow the Issue to Be Reviewed

Rootsy may review the information available to assess your complaint. Depending on the issue, this may include:

• Order and payment records.

• Product listings and disclosed seller policies.

• Seller and buyer communications.

• Photographs, videos, and other supporting evidence.

• Shipping labels and tracking events.

• Carrier delivery confirmations or photographs.

• Relevant fulfilment and transaction records.

Rootsy may request additional information from you, the seller, or a relevant logistics provider.

Please respond to requests for information as promptly as possible. Providing complete and accurate evidence helps the review process.

Step 5: Understand the Possible Outcomes

The outcome depends on the facts of the case, the applicable policies, and any relevant legal requirements.

Possible resolutions may include:

• Instructions for returning an eligible product.

• A full or partial refund.

• A replacement, where available and appropriate.

• A cancellation, where permitted.

• Further investigation with the seller or carrier.

• Another appropriate resolution under Rootsy's policies.

Submitting a complaint does not guarantee a particular outcome. Rootsy will assess the available evidence and applicable circumstances before determining an appropriate resolution.

What If the Seller Does Not Respond?

If the seller does not respond to your return or dispute request within the applicable timeframe, Rootsy may review the case and make a decision based on the available evidence.

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

If you have already contacted the seller and the issue remains unresolved, provide Rootsy with the relevant communications and any supporting evidence.

What If Tracking Says Delivered but I Have Not Received My Package?

First, check the delivery address, mailbox, parcel locker, building reception, and other usual delivery locations. If appropriate, check with household members or building management.

Then review your tracking details and contact Rootsy Support with your order number and tracking information.

Rootsy may investigate using available carrier confirmations, delivery photographs, seller records, and information you provide.

A package marked as delivered does not automatically guarantee a refund or replacement. The circumstances and investigation findings will be considered under the applicable policy.

What If My Issue Is Not Resolved?

If you disagree with an outcome or have additional evidence, contact Rootsy Support and explain your concerns.

Include your case history, relevant correspondence, and any new evidence.

Where a buyer and seller cannot resolve a dispute directly, Rootsy's Refund & Dispute Resolution Policy provides for escalation through its Resolution Centre or applicable resolution process.

If the issue remains unresolved, Rootsy may review it through its Resolution Centre or another authorized dispute-resolution process. Rootsy's policy provides for an informal resolution period of up to 30 days before further steps may be considered under the applicable terms. This process does not limit any consumer rights or remedies that cannot legally be excluded.

Important Information

• Report order problems as soon as possible.

• Keep your order number, tracking details, and supporting evidence.

• Do not discard relevant packaging before an investigation is complete.

• Do not assume a complaint, return request, or dispute automatically guarantees a refund.

• Never share your account password, verification codes, or payment card security codes with anyone claiming to provide support.

Need Help With an Order?

Visit the Rootsy Support Centre:

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

You can submit your concern with your order details and supporting information so the appropriate next steps can be assessed.

Rootsy — Stronger Together, Locally Rooted.