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.
Providing clear, well-lit photos or videos significantly speeds up Zendrop’s review and replacement process.
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.
Addressing Product Changes
Occasionally, a supplier may alter a product (for example, packaging updates or quantity changes). 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.
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, and
Provide prompt updates to your customers.
This approach helps ensure that any product-related issue is resolved quickly, transparently, and professionally.