Dear Partner,
As you're aware, customer satisfaction and trust are pivotal to our platform's success. Excessive refund rates can compromise these pillars, prompting us to introduce an update to our refund policy. Effective from July 1st, 2024, this change underscores our commitment to enhancing the customer experience and upholding the highest standards of service and product quality.
What is the refund penalty?
Refund penalty, more precisely, refers to deductions from commissions. When your monthly refund rate exceeds certain thresholds, it impacts our customer experience and ManoMano withholds part of the commission on refunded orders to compensate for costs and loss of profit.
What changes?
The new refund rate thresholds and the percentage of the commission withheld are now structured as follows:
If the monthly refund rate is strictly below 1.5%, there will be no deductions from commissions.
If the monthly refund rate is greater than 1.5% but strictly below 3%, deductions from commissions will occur, and you will be responsible for 50% of the commission withheld from the amounts refunded.
If the monthly refund rate is greater than 3%, deductions from commissions will also occur, and you will be responsible for 100% of the commission withheld from the amounts refunded.
You can find out more about the new refund penalty policy here.
In case you do not accept this new requirement and wish to discuss it, you have thirty (30) days to send your request via Seller Assistance in your Toolbox (Legal/Compliance questions > Internal complaint-handling system > Complaints related to the implementation of the contract terms).
The pursuit of the use of our services after thirty (30) days without having mentioned any disagreement of our new refund rate thresholds will be considered as a tacit agreement.
Thanks for your support as we implement these changes. We value our partnership and are committed to supporting you through this transition, ensuring exceptional service and success on our platform.
If you have any questions or want to discuss the above with us, you can contact your Account Manager or our support team via the Seller Assistance button in your Toolbox.
Sincerely,
The ManoMano team