While Zendrop products go through quality assurance checks, occasional issues can happen especially if an item is damaged in transit, which is unfortunately beyond our control.
If you ever receive a product that arrives broken, doesn’t work as expected, or seems different from what you ordered, follow the steps below to quickly resolve it.
Common Product Issues
Products Not Functioning Correctly
Before reporting a product as faulty:
Review the product specifications and confirm it’s compatible with your setup.
If it still doesn’t function correctly, prepare to provide supporting evidence such as clear photos or short videos showing the issue. Zendrop’s support team will use these materials to verify the problem and determine the next steps.
Damaged or Defective Items
If your item arrives damaged or your replacement is still not working:
Document the issue clearly with photos or videos.
Show the full product and packaging, focusing on the damaged or defective area.
Submit a support request through Zendrop’s support portal.
Attach your photo or video evidence for faster processing.
Zendrop will review your case, and if the defect is confirmed, a replacement or refund will be processed based on your preferred resolution. Click here for more on our Refund and Replacement Policy.
Reports must be submitted within 30 days of delivery to be eligible for a thorough review. Refund processing for approved cases typically takes up to 24 hours after final approval.
For sample orders, refunds are generally not offered; however, validated cases for replacements are processed promptly.
For customer orders, you may offer customers the option between a replacement or a refund based on their preference. This approach ensures customers feel their concerns are resolved fairly and efficiently.
Providing high-quality, well-lit photos or videos significantly enhances Zendrop’s ability to review and expedite the replacement process. In cases where the product packaging alone is damaged but the contents remain intact and functional, we do not provide a refund or replacement, as these aspects are beyond our control. Consider including a disclaimer on your store stating, 'Please note that product packaging may occasionally experience minor damage during transit, but this does not impact the quality or performance of the item.'
How to Report Product Issues
Zendrop follows a structured process to ensure your case is handled efficiently:
Validate the Issue
Perform any troubleshooting steps outlined in the product documentation or recommended by Zendrop’s support team.
Collect Evidence
Gather clear photos or videos that show the defect, damage, or malfunction.
Submit a Support Request
Go to Zendrop’s support system and submit a product issue report.
Attach your evidence and include order details (product name, SKU, and order number).
Await Review
Zendrop’s quality assurance team will review your submission and update you with the next steps or replacement confirmation.
For customer orders, replacements are processed with timelines equivalent to new orders, and tracking numbers are shared post shipment.
For sample orders, Zendrop ensures follow-ups strictly for replacements as refunds are not typically offered for samples. Reports must be submitted within 30 days upon delivery to qualify for Zendrop’s review and necessary action.
Addressing Product Changes
Occasionally, a supplier may alter a product (for example, packaging updates or quantity changes). Zendrop also takes measures to mitigate discrepancies that arise due to supplier changes. If the originally listed supplier has limited stock or updates their product line, a different supplier offering a functionally equivalent product may fulfill your order. For product changes, Zendrop will typically notify you for confirmation before shipping a similar item. Such transitions are managed to minimize disruptions, but it’s always a good idea to verify changes through Zendrop’s support team. If you notice differences not communicated before shipment:
Confirm the Change
Contact Zendrop’s support team to validate and clarify the change details with the supplier.
Update Your Store
Adjust your product description, photos, and inventory details to reflect the supplier’s updated version.
Communicate with Customers
Proactively inform your customers about any product changes to minimize confusion. This ensure transparency and maintain their trust.
Offer solutions when appropriate (e.g., sending missing items or partial refunds).
By following these steps, you can efficiently handle issues related to damaged, defective, or altered products.
Always make sure to:
Keep your product details up to date.
Maintain clear communication with Zendrop Support.
Provide prompt updates to your customers.
Offer clear choices for resolution like refunds or replacements, and
Guide customers on product care or usage to prevent potential issues in the future.
This approach helps ensure that any product-related issue is resolved quickly, transparently, and professionally.