Refund Process

1. Overview and Objectives

Objective of the guidelines is to ensure fulfillment of refund to eligible customer.

2. Scope and Applicability

This SOP is applicable to refund request received through web based channels as well as direct request made by the customer. The SoP regarding all the sellers will follow as stated in the individual Seller agreement.

3. General Condition for Refund

Refund requests are allowed and accepted when confirmation received from Vendor Company on products delivery status or services not rendered for the orders placed or for products returned to the Vendor’s mentioned address or Service Subscription Cancellation request received. 

4. Refund Procedure

A. When customer sends request to Smazing 

I. All refund request for purchases made on Smazing app, the customer will send the cancellation and refund request mail to Smazing Support email id (support@smazing.world).

a. Upon verification of the refund request, Smazing team will forward the email to the respective Seller support team for Order Delivery Status(with Standard subject line - Refund for * Customer email address, Mobile no * and Order No)

b. Up on the delivery status, Smazing team will:

• Process the refund immediately if the delivery status is ‘Not Delivered’, ‘In Transit’ and ‘Product Returned and Re-marketable’

• If the delivery status is in Return to Vendor/Origin (RTV or RTO), Team Smazing will await the confirmation of the receipt of the product and condition from the Seller team. 

• Seller Team to update the status within 7 working days. If the product is not received yet, an escalation is to be raised. 

• In case of Product not received by the Seller or Product not in the Re-Marketable condition, Seller has the right to reject the Order Cancellation and Refund. In such cases, Seller needs to provide the product condition proof.

c. The same shall be updated in the Smazing Admin system with an email confirmation to the Seller team and to the customer. 

II. In case of Partial Refund, Seller has to inform Smazing team in case of any deduction to be made out of Refund Amount. The Smazing Support Team will confirm the same with Customer and process refund. In case of any disparity the same will escalated to Seller support management team for further action. (TAT to be 5 working days).)

 

III. On receiving the above confirmations Smazing team will process the refund and simultaneously update the Smazing Admin Panel / Email.

IV. Refund shall be processed via the same mode of payment as done by the customer. 

B. When Customer send the Refund request to Seller directly

I. Seller to send respective refund email to Smazing Team immediately once the request is received.

II. Smazing Team to check the case and process the refunds through the same mode of payment.

III. Smazing Team will update the Smazing Admin Panel or any common system with the refund details and the Refund ID

IV. Smazing Finance Team to update the ARN No. for the refund cases and send it to the Seller on timely intervals

C. For Disputes, Charge Backs and Legal Escalations

I. In case of any Disputes/Charge back raised by Smazing Payment Gateway, Smazing team to intimate the seller (to allocate any specific person). Seller to revert back within 24 hours with Invoice copy, POD copy, Delivery status and PAN card of customer and Card Holder

II. In case of legal escalation, Seller Support Team has to update/approve Smazing team within 4 working hours. If not Escalation matrix to be followed (To be discussed with Seller)

D. For Change of Product and Incomplete Orders

I. In case the customer does not complete the order (aborting the order submission process or aborting transaction via Split Payments), in such cases Smazing Team will process the refund of that transaction back to the same mode of payment. This will also be automated in time to come. Transaction Processing charges may apply for deductions during such refunds. 

II. In case the customer wants a Change of Product: In such cases, the customer needs to apply for a Order Cancellation and normal refund procedure will be followed and the customer can place a fresh order for the new product that they want to purchase, via a new payment at the Payment Gateway.