Hello,
What happens if a customer orders from our website but the actual supplier didn’t send the product to the customer?
And what if the customer requires a refund at the same time? Should our budget cover it?
Topic summary
Main issue: handling an order where the supplier failed to send the product.
Key questions:
- What are the operational and liability implications for the merchant when the supplier does not ship?
- If a customer requests a refund at the same time, is the merchant expected to cover the refund from their own budget?
Context: Payments & Shipping/Fulfilment (fulfillment via supplier).
No answers or policies were provided. No decisions or actions noted. The thread remains open with the responsibility for unfulfilled orders and refund coverage unresolved.