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  • Order and Customer Care Guidelines

What is the purpose of these Guidelines?

To help Shoppers and Sellers understand the processes to action specific requests on Telecommunications Services of Trinidad and Tobago Limited (TSTT)’s Parlour e-commerce platform (“Platform”).

Capitalized Terms not otherwise defined herein shall have the same meaning as set forth in the Terms and Conditions of Use.

The requests are:

  • Order Cancellation
  • Order Returns
  • Order Refunds
  • Order Reviews

Customer Care guidelines are also provided to help Sellers understand their role in providing an enjoyable customer experience for Shoppers on the Platform.

 

Section 1: Order Cancellation

Shopper Cancellation of an Order

A Shopper can cancel an Order at any point before the order has shipped. Shopper will receive a refund of payments made (inclusive of transaction fees).

Shopper requests to cancel must be done via the Customer Experience (CX) Team:

  1. If the Shopper sends a message requesting cancellation of an Order which has already shipped, the Shopper will be required to return the item and cover the cost of return shipping, at which point a refund will be processed.
  2. If the Shopper requests cancellation and the Seller has already packaged the order and generated the shipping label, the Shopper will have the option to cancel the order and be refunded for the Order, less a 20% restocking fee.
  3. If the purchase is a cash on delivery purchase and the Shopper refuses to accept delivery, the items will be returned to the delivery service provider’s warehouse for collection by the Seller. The associated Shopper and Shopper Account will be restricted from making future cash on delivery payments on the Platform.

Seller cancellation of an Order

If a Shopper requests that a Seller cancel an Order that has not yet shipped, the Seller is required to cancel the Order by accessing the Manage Orders page on the Parlour Seller Portal.

  • Cancellation of entire Order
  • When a Seller cancels an Order, the Platform automatically updates the Order status in the Shopper's Account and sends an email notification to the Shopper.
  • If a Seller mistakenly cancels an Order, the Seller can contact the Shopper through Seller-Shopper Messaging service to inform the Shopper of the error. The Shopper may be requested to place a new Order.
  • If a Seller cannot fulfill an Order due to lack of inventory and needs to cancel the Order, the Seller should cancel the Order on the Platform. The Seller shall not request the Shopper to submit a cancellation request.

 

  • Partial cancellation of Orders
  • Where an Order is comprised of multiple items and the Seller needs to cancel part of the Order, the Seller shall issue a refund the to the Shopper to the value of the cancelled item.
  • If the Shopper’s payment was made electronically, the refund will be processed automatically.
  • If the order was a cash-on-delivery Order, a revised invoice will be generated for the Shopper to pay on delivery.

 

  • Automatic cancellation
  • The Platform will automatically cancel Orders which are not shipped by the Seller within seven (7) days of the expected shipping delivery date and where confirmation of the shipment has not been provided.
  • Sellers are advised that cancelled orders will negatively impact their Account Health Rating (AHR).

 

Section 2: Order Returns

Return of Orders

  1. Shoppers may return purchased products within seven (7) days of receipt of an order for any of the below reasons. It should be noted that where a Shopper returns an item, they may accept a replacement instead of a refund.
  • Where the product is defective or materially different from the item represented in the product listing.
  • Where there is a material change in a Seller’s product from what was ordered by the Shopper.
  1. Once the item is proven defective then the Seller must reimburse all return shipping costs to the Shopper. If there are concerns with authenticity or the condition of the returned product, there may be a longer return processing window to evaluate and this may impact the timing of any applicable refund.
  2. Items must be returned using the return label provided by the Seller or the Dispatch Team. Shoppers have the option of returning products which fit the criteria above via TTPost or other delivery courier (at their own cost) or dropping off the items directly to the Seller.

 

Mistaken Returns via TTPOST or another Courier

Shoppers must ensure that they enclose the correct and complete product when making a return via TTPost or another courier. The correct item must be returned to receive a refund.

 

Specific Circumstances

  1. Delivery with Services:
  • Returns or exchanges for products purchased from Sellers who provide an additional service with the delivery (e.g. in-home unpacking, installation, assembly, etc.) must be scheduled by the Seller.
  • During the scheduled return pick-up, the Seller will uninstall or disassemble, and pick up the item.
  • All Sellers who provide additional services with delivery are required to support scheduled return pickups or exchanges.
  • If a Seller does not offer these additional services or is non-responsive to scheduling an appointment to return items, the Shopper may contact the CX Team via email: help@parlourcaribbean.com, WhatsApp on 727-5687 or Telephone 780-7757, 781-7757, 782-7757.
  • If a product delivered with additional services is missing parts or damaged through Shopper misuse, the Shopper may be charged a fee based on the condition of the product.

 

  1. Specific conditions for return of certain products
  • Used Products: Books are the only used products allowed for sale on the Platform. To be considered for return, these items must be in the same condition as when received.
  • Refurbished Products: Refurbished electronic products (phones, laptops etc.) are subject to the 7-day return policy.
  • Baby Items: Breast pumps must be returned unused in their original condition with the factory seal and packaging intact.
  • Birthday Gift List: Items purchased from the Gift List Registry are subject to the normal 7-day return policy.
  • Clothing and Accessories: Clothing and Accessories must be unworn and show no signs of use. Returns are subject to the normal 7-day return policy. These exclude personal garments, underwear, and swimsuits which are final sale and cannot be returned.
  • Computers and Electronics:
  • New desktop, laptops, or tablets which do not start upon receipt, arrived in damaged condition, or are still in unopened boxes can be returned for a full refund.
  • Any returned desktop, laptop or tablet that is damaged through misuse, is missing parts, or is in unsellable condition due to tampering may result in the product not being accepted for return.
  • Note: Before returning items on which personal information in saved, such as laptops, cameras, or other electronic devices, Shoppers should erase this information completely.
  • Customised Products:
  • Customised products include products that are configured, personalized, or inscribed, for example, engravings, stamps, monograms, embroidery, embossing, etching, carving, or printing.
  • Due to personal configuration, inscription, or design on these products, the Seller is not required to accept returns or exchanges unless the products are damaged/defective upon arrival, or materially different from what was ordered for e.g. If there is a misspelling or error in the configuration, inscription, or design due to a mistake by the Seller.
  • Digital Products: Unless otherwise specified, phone cards, games, software downloads, and other digital purchases (once available to purchase) are not returnable after purchase.
  • Gift Cards: Gift Cards cannot be returned after purchase.
  • Small Appliances:
  • At the point of delivery, Shopper should unbox and check that the item is correct and free from damage. If the item is wrong or damaged, they shall inform the delivery personnel and not accept the delivery.
  • If Shopper notices that the item is damaged or defective after delivery, Shopper is required to contact the Seller immediately.
  • Shopper should contact the manufacturer directly for product registration and warranty-related information.
  • Software and Video Games: Software and video games can be returned for a full refund within seven (7) days of purchase. Returned software or video games that are activated, used, or missing parts will incur up to a 100% fee.
  • Televisions:
  • Televisions shall be returned in new condition, in original packaging, and with all personal data removed via factory reset.
  • Contact the manufacturer directly for product registration and warranty-related information.
  • Tickets: Tickets are not returnable after purchase.
  • Wedding Registry Items: Items purchased from the Wedding Registry as a gift can be returned or exchanged within 14 days of delivery.

 

Section 3: Order Refunds

Shopper refunds approved after completion of the CX Team’s investigation into request, must be processed within 3 days of the refund request.

Non-Cash Refunds

  1. Where a Shopper requests a refund or other adjustment, from a Seller, the Seller must refer the Shopper to the CX Team, then authorise the CX Team to, on their behalf, determine and calculate the amount of all refunds and adjustments (including any taxes, fees, or other charges) or other amounts to be paid by the Seller to such Shoppers.
  2. All payments to Shoppers in connection with Seller’s transactions will be routed through the Platform or its designated affiliate. The Platform or its designated affiliate will provide the refund payments to the applicable Shopper (which may be in the same payment form originally used to purchase the Seller’s product). Shoppers who paid via credit card will have the option to receive their refund applied to their credit card or opt to receive it by bank transfer to their preferred local bank account. TSTT may deduct all amounts refunded from the sales revenue prior to transmission to Sellers or otherwise seek reimbursement from a Seller for all refunds.

Cash Refunds

Shoppers who pay for Orders in cash will not be entitled to cash refunds. In this instance, the Shopper will be required to provide a local bank account and banking information to allow for a bank transfer to be actioned for the refund value.

Customer Claims and Disputes

  1. If a Seller is notified of a claim, chargeback or other dispute concerning one of its transactions, the Seller shall be required to provide all information required to confirm that the Seller fulfilled the particular transaction.
  2. Should a Seller fail to comply with the preceding clause, or fail to comply with the Platform’s ordering process, or if the claim chargeback, or dispute is not caused by:
  • The Platform’s failure to make customer order information available as it was received, or
  • Credit card fraud as described in the payments guidelines,

Then Sellers will promptly reimburse the Platform for the Shopper’s purchase (including the final Seller price and any taxes) and all associated credit card association, bank or other payment processing, re-presentment and penalty fees associated with the original purchase and any chargeback or refund, in each case to the extent paid or payable by the Platform or our Affiliates.

Reserve Banking Account

The Company may require that Sellers establish a separate reserve banking account to secure the performance of their obligations, in an amount determined by the Company in their sole discretion.

Without limiting the foregoing, the Company may require a reserve banking account should Sellers have a high rate of chargebacks, refunds, or other indications of performance problems related to their use of the order with the Platform. Any funds held in reserves will be subject to the terms with respect to transaction processing services.

 

Section 4: Order Reviews

The following activities are prohibited with respect to the reviews of products and shopping experiences on the Seller’s online store:

  • A Seller posts a review of their own product or their competitor's product.
  • A Seller offers a third party a financial reward, discount, free products, or other compensation in exchange for a review on their product or their competitor’s product. This includes using services that sell Shopper reviews, websites, or social media groups.
  • A Seller offers to provide a refund or reimbursement after the Shopper writes a review (including reimbursement via a non-authorized payment method – e.g. through WhatsApp or social media messaging). This can be done via Seller-Shopping messaging on the Platform or directly contacting Shoppers or using third-party services, websites, or social media groups.
  • A Seller uses a third-party service that offers free or discounted products tied to a review (for example, a review club that requires Shoppers to register their public profile so that Sellers can monitor their reviews).
  • A family member or employee of the Seller posts a review of the Seller's product or a competitor's product.
  • A Seller asks a reviewer to change or remove their review. They might also offer a refund or other compensation to a reviewer in exchange for doing so.
  • A Seller diverts negative reviews to be sent to them or to a different feedback mechanism while positive reviews are sent to the Platform.
  • A Seller creates a variation relationship between products with the aim of manipulating reviews and boosting a product’s star rating via review aggregation.
  • A Seller inserts into product packaging or shipping box, a request for a positive review or offers an incentive in exchange for a review into product packaging or shipping box.
  • A Seller uses a Shopper Account to write or change a review on his or his competitor’s product.

Note: References to “Seller” here includes all the Seller’s employees and third-party partners.

Where any attempts to manipulate Shopper Order Reviews, the following actions may be taken against Seller in TSTT’s sole discretion:

  • Immediate and permanent withdrawal of the Seller’s selling privileges on the Platform.
  • The removal of all the product’s reviews and preventing the product from receiving future reviews or ratings.
  • Permanent delisting of the product from the Platform.

 

What happens if the Seller does not follow the Guidelines?

Should a Seller compromise the Shopper’s experience on the Platform, the Seller’s Account Health will be negatively impacted and could also be reflected in a negative Seller Rating as imposed by Shoppers.

Where Sellers consistently (1) erode the Shopper’s experience on the Platform, (2) maintain a negative Account Health trend, and (3) hold a negative Seller Rating a Seller can lose the opportunity to operate as a Seller on the Platform.

Please reference the Quality Assurance Guidelines for more information.

 

Section 5: Customer Care

These specific Customer Care guidelines help Sellers understand their role in providing an enjoyable customer experience for Shoppers on the Platform. Sellers have a critical responsibility in measuring the Platform’s success and keeping Shoppers happy. 

The Sellers’ contribution to the overall customer experience shall be measured to aid in quality assurance and quality control.

For Sellers, the following variables will be assessed:

  1. Price Competitiveness
  2. Product Variety
  3. Product Popularity
  4. Product Stock Updates
  5. Product Representation
  6. Package Processing Timeframe
  7. Confirmed versus Cancellation Rate
  8. Return and Refund Rate
  9. Query Response Rate
  10. Complaints vs Resolution Rate

The Platform provides Sellers with the digital tools they need to meet the set standards. These tools include user dashboards, account health notifications, inventory management tools, activity trackers, delivery integration, CRM integration, etc. 

Should a Seller compromise the Shopper’s experience on the Platform, the Seller’s Account Health will be negatively impacted and could also be reflected in a negative Seller Rating as imposed by Shoppers.

Should Sellers consistently (1) erode the Shopper’s experience on the Platform, (2) maintain a negative Account Health trend, and (3) hold a negative Seller Rating, a Seller can lose the opportunity to operate as a Seller on the platform.

Please reference the Quality Assurance Guidelines for more information.

 

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Reach us by email: help@parlourcaribbean.com