Refunds for orders placed

Refunds for Orders placed: Claim by Artists  &  Claim by Customers.

Overview

The ability to offer refunds to customers for orders lost in the post, orders cancelled, orders returned, etc. is a necessary part of the SCOTSY art marketplace.

An important aspect is the Artist Refund Policy, which needs to outline the refund system and your policies.

Both you as the Artist Vendor and the Customer can claim refunds. The details below, therefore, include 'Artist Vendor Refund Claim' and 'Customer Refund Claim' procedures.

Refund claims are sent to Admin, who approves or rejects them and then processes refund payments when they apply.

Firstly, we will cover the refund policy:

Artist Refund Policy

{Note: "Refund by Customer" setting, has been set by admin currently without a threshold (the number of days from order date allowed for a refund). With no threshold in place it allows customers and artists to claim a refund without restrictions. Notably, the refund still needs admin approval and implementation.

For info, the Refund Policy draft for Artists is included below. You as the Artist are required to make the necessary amendments, appropriate to your shop. Draft details ready for your amendments as required to suit your circumstances:

" "

[Our customer refund policy is in accordance with UK consumer legislation when buying over the Internet or by mail order].

In order to cancel your order, request a refund or request an exchange you can do so within 14 days of receipt,  in either of two ways as follows:

1. Notify the artist - email "artist@domain.com??", who will issue a refund request to SCOTSY for SCOTSY to process. This will be in accord with whether the item(s) are still to be dispatched, in shipment or, shipped requiring a return.
2. Make a refund claim request direct to SCOTSY admin.
   You can see the refund options from your Order Dashboard in MyAccount.
   Click on your order Refund button in the Action column on the right-hand side of the Order Dashboard.
   You will be prompted to fill-up a few fields and enter the details of your refund request.
   Customers can ask for a full refund or partial refund.
   Admin will receive your request when you submit it and in turn process it.

General:

Refund requests will require proof of postage or evidence that the item has been returned when they apply.

You can also refer to this web page here:

https://scotsy.com/buyer-refunds/

Finally, please note, the following types of items are non-refundable unless faulty:
- Items that are personalised.
- Items ‘made to order’ to your specific requirements (eg. print produced to a requested size).
- Items that are bespoke in some other way.

" "

It is essential that you as the artist amend your store policy by going to this page:

Artist Vendor Dashboard > Settings > Store Policies

The Refund Policy is located beneath the Shipping Policy.

You can also refer to the Store Policies section of this Article:

Knowledge base > Setting up your SCOTSY Shop > Artist Shop Manager Dashboard link:

Your Dashboard Settings 3. - SEO | Store Policies | Customer Support 

Claim a Refund - by Artist Vendor

Artists can apply for a refund for a specific order from their Orders tab here Yellow outline box:

i.e. for the refund icon, follow Artist Vendor Dashboard > Orders > Your Order Item from the list of orders, then the Refund icon, which is a sort of rectangle shape in the 'Actions' column on the right-hand side. (Shown with a red outline box in the image below).

Upon clicking the refund icon you will be required to complete the details for your claim as below:

(Refund Requests can be either a 'Full Refund' or a 'Partial Refund'. 'Partial Refund' is the more complex to complete of the two and is shown in the image).

Once the refund request has been completed and submitted by pressing the SUBMIT button, Admin will receive it and manually approve it if all is in order. They can also reject it. 

Note: if you as the Artist Vendor have already requested or withdrawn commission for the item you will NOT be able to ask for a refund.

Claim a Refund - by Customer ( Info for Artists only).

Notably, SCOTSY as currently set up has allowed  "Refund by Customer Setting" in the Admin Settings.

Therefore, the customer is allowed to request refunds and can see refunds from their Order dashboard in My Account, as shown in the order dashboard screenshot below:

In a similar format to the Artist Vendor Refund the customer will be prompted to complete the refund details:

• Full Refund or Partial Refund
• Refund Amount
• Reason for the request

The customer can then submit the request which will be processed by Admin.

Finally, Refund Approval by Admin

We have this set to manually approve all refund requests!

Admin can therefore Approve or Reject the request from their Admin Dashboard.

If Approved, Admin will then process the refund payment through the Admin STRIPE account.