This policy outlines the process for handling customer complaints on Yimbly.com. Our goal is to ensure fair and timely resolution of customer issues while protecting the interests of both Yimbly Partners and buyers.
This policy applies to all complaints raised by Yimbly customers regarding products or services purchased from Yimbly.com. examples of complaints include:
Product not as described
Customers are instructed to contact the Yimbly customer service team to file a complaint. Customers should provide the following information:
This policy applies to all complaints raised by Yimbly customers regarding products or services purchased from Yimbly.com. examples of complaints include:
Product not as described
- Damaged or defective items
- Items not received
- Issues with customer service
- Refund or return disputes
Customers are instructed to contact the Yimbly customer service team to file a complaint. Customers should provide the following information:
- Order number
- Product details
- Description of the complaint
- Desired outcome (e.g., refund, replacement, etc.)
- Photo or video evidence
Complaint Handling Process
- Acknowledgement: Yimbly customer service will acknowledge the complaint within 24 hours via a member of our customer service team..
- Yimbly Partner Notification: Yimbly will notify the Yimbly Partner of the complaint and provide all relevant details.
- Yimbly Partner Response: The Yimbly Partner must respond to the complaint through Yimbly's communication channels within 24 hours. The response should address the customer's concerns and propose a resolution.
- Mediation: Yimbly customer service will act as a mediator between the customer and the Yimbly Partner, facilitating communication between both parties and aiming for a timely resolution.
- Resolution: Yimbly will work with both parties to reach a mutually agreeable solution. If necessary, Yimbly may make a final decision based on the evidence provided and the company's policies.
- Refund/Return: If a refund is requested, all parties will adhere to the Yimbly Refunds and Returns Policy.
Timeframes
Yimbly aims to resolve customer complaints as quickly as possible. Standard timeframes are:- Complaint Acknowledgement: Within 24 hours of receipt
- Yimbly Partner Response: Within 24 hours of notification
- Resolution: Yimbly will strive to resolve complaints within 7 business days. Complex cases may take longer.
Confidentiality
Yimbly will respect the confidentiality of all customer and Yimbly Partner information involved in a complaint. Information will only be shared as necessary to facilitate the resolution process.
Consequences of Non-Compliance
Yimbly Partners who repeatedly fail to adhere to this Complaints Policy or receive a high volume of complaints may be subject to the following actions:
- Temporary suspension of selling privileges
- Permanent account closure
- Other actions in accordance with Yimbly's Terms of Service
Additional Notes
- Yimbly reserves the right to update or change this Complaints Policy at any time.
- Yimbly Partners are encouraged to work proactively with the Yimbly customer services team to resolve any issues as directly and quickly as possible.
Contact
If you have any questions about this Complaints Policy, please contact support@yimbly.com.