Work with orders

 1. Order creation 

Orders received from buyers through the feedback form on the website or by phone must be registered in the personal account as a new order for the buyer. 

In compiling a set of orders, select product information, buyer contact information, shipping and size information, and click the "create order" button.

The new order will be displayed in the personal account and the customer account. Next, process the order and set the appropriate statuses during its execution.

 2. Order Processing

On the site, the buyer can place an order through the basket. Order information is sent to your personal account. When processing an order, adhere to our guidelines for customer service standards.

The application from the client displays: 

  • Order number;
  • date and time of order creation;
  • source of creation: through the shopping cart, by phone, from the seller's account;
  • last name, first name and contact number of the buyer;
  • ordered goods, their quantity and price;
  • current status, as well as the history of order status changes;
  • a form for sending messages to the buyer in his personal account;
  • methods of delivery and payment chosen by the client;
  • fields for comments of the buyer and the manager, which is visible only to the seller.

Order processing procedure

  • Open a new order and set the status to "Processed by manager". At this stage, you can make adjustments to the order, for example, remove/add products or change the delivery method. You also have the opportunity to write a personal message to the buyer in his personal account, about which the client will receive a notification by e-mail.
  • After checking the payment and the delivery/pickup option set the status to “Awaiting shipment”. If the buyer canceled the order, set the appropriate cancellation status.
  • Send the order to the pickup point of the delivery service or by courier to the address, change the status of the order to "Transferred to the delivery service" or "Delivered". In the appropriate field, enter the item number of the bill of lading.
  • Tell the buyer the number of the bill of lading and the date of shipment to track the package on the carrier's website. If the delivery is carried out on your own, contact the buyer in advance and agree on the time.
  • In completed orders, set the status "Parcel received", and in case of refusal - "Did not pick up the parcel" or "Refused the goods".

If you receive an order for a product that is no longer in stock, be sure to contact the buyer and inform him. Offer an alternative product or discuss the waiting time for the ordered product. In case of refusal, set the status "Out of stock" in the order. Be sure to update the price list with information about the availability of this item so that customers cannot place new orders. Keep in mind that canceled orders due to the fault of the seller negatively affect the rating of the store.

Conditions and restrictions

  • from the moment a new order is received, the seller must process the order as quickly as possible and contact the buyer (if necessary), preferably within two hours, but no later than 24 hours if the order was received in the evening or at night. Exceptions are weekends and holidays;
  • it is forbidden to add other additional payments to the total amount of the order (for example, packaging services, etc.) without notifying the client;
  • the terms of the transaction are specified by the seller in the description of the goods and are accepted by the buyer who placed the order. Additional terms of the transaction, if any, are established by mutual exchange of electronic messages or by telephone;
  • we recommend that you pay special attention to the packaging of the product, a beautifully packaged product gives the customer the first positive emotion. We do not limit you in any way in advertising our products and the physical store, you can put marketing materials, souvenirs, catalogs, etc. in the package. But we ask you not to abuse this and not lure customers to other sites.

Notifications

  • information about the receipt of a new order is sent to the "Orders" section of your personal account and to your e-mail. 
  • information about the parcel declaration number and order status change is sent to the buyer by e-mail.

Note! If the buyer placed an order by phone and there is no associated account in the order, then he will not receive notifications from the system, so the number of the consignment note and other data will need to be reported to the buyer only by phone or SMS. 

 3. Order editing

It is possible to make changes to the order only in the status "Processed by the manager". In other statuses, you can only add a manager's comment (displayed only to you) and change the order status. 

You can add/remove a product, change the number of units of a product, or add an additional sale. To replace an item in an order, first add a new item and then delete the previous item. Click "Save" to apply the changes. 

After making changes, the buyer will receive an e-mail containing preliminary and updated information. The change will also be displayed in the order, in the buyer's personal account.  

 4. Order status

The order status is managed by clicking on its current status. During the execution of the order, you must set the appropriate status for it. Each group of statuses is highlighted in its own color. 

Orders received from buyers are assigned the status "Open", after payment confirmation you need to change the status to "Paid", which means that the order has been accepted for work. Order editing is possible only in this status. 

If the order data is confirmed, set: 

• "Paid", in this status, the order is completed and prepared for shipment;

• Then transfer the order to delivery service.  

• "Complete" - after the buyer receives the order. 

Cancellation statuses 

When canceling an order, you must select a reason for canceling it. The reason for canceling the order must match the status: Failed, Declined, Canceled, Incomplete.

If you cannot complete the order, be sure to contact the buyer, explain the reason for canceling the order, agree with the client on the timing of the receipt of the goods he needs, or offer an alternative. 

 5. Restoring an order 

At each stage of order processing, statuses are available for its cancellation. Choose the cancellation status that best matches the reason, if necessary, leave a comment in the "Manager's comment" field on the order page. 

Canceled orders can be returned to work. For example, if the order was canceled due to an unsuccessful attempt to contact the client, but the buyer got in touch and confirmed the order, then it can be restored.

To do this, in the section of unsuccessful orders, enter the number of the desired order and click the "Duplicate order" button.

In the order window that opens, if necessary, make changes to the product and / or add an additional product, then click "Save".

 6. Exchange and return of goods 

The exchange and return of goods is regulated by the Austrian Consumer Protection Law, according to which the buyer has the right to return the goods to the seller within 14 days from the date of purchase. If the client requests a return or exchange of goods, get in touch with him as soon as possible and specify the reason for the return / exchange of goods.

Compliance with the rights of consumers of Austrian law is a prerequisite for the work of the seller on the Monstroplace platform.

Return of goods from the buyer

Return the product of good quality (or exchange it for another), if the following conditions for the return of goods are met:

  • the goods do not apply to goods that are not subject to exchange and return;
  • the goods have not been used, are fully completed and the integrity of the package is not violated (opening the package is not considered damage to the presentation);
  • preserved factory (warranty) seals, labels and markings;
  • less than 14 days have passed since the receipt of the goods;
  • there is a settlement document and a warranty card.

The seller has the right to refuse a return to the buyer if these conditions are not met.

For non-new goods, other provisions of the EU Consumer Protection Law apply.

To return the goods, agree with the buyer on the method of return delivery of the goods. Invite the buyer to your point of collection or ask him to send you the goods using the postal service and send the number of the goods waybill. Delivery of goods is at the expense of the seller. Warn the buyer about the need to return the goods by sending a request through a special form on the Monstroplace website, in your account, in which the reasons must be indicated.

If the product is being sent to a service center for defects to be repaired and the customer has not provided a return shipping address, we recommend returning the product to the address where the customer received the product for the first time.

The requirements of the buyer must be satisfied immediately, and if it is necessary to check the quality of the returned goods - within 14 days or by agreement with the buyer.

Upon receipt of the goods at the post office or in your store, carefully inspect it, check the contents and for damage:

       I.     If the goods are found to be damaged or incomplete, you can refuse to return the buyer.

In this case, fill out the Transfer and Acceptance Certificate, in which you describe the goods and the defects found. The acceptance certificate is filled out in 3 copies: copies are issued to you and the buyer, the original remains at the post office. In the case of filling out an act in your store, it is drawn up in 2 copies: the original remains with you, a copy must be provided to the buyer.

       II.    If the product is visually free from defects, you must accept it for a more detailed inspection.

When inspecting the goods, draw up a Goods Inspection Report and, if possible, make a video recording of this process. If a detailed inspection of the goods revealed a violation of the rules for the operation of the goods or its presentation, you can refuse to return the goods to the buyer by simultaneously sending him a copy of the goods inspection report (for example, a scanned copy by e-mail), keep the original for yourself.

Drawing up and providing the buyer with copies of the Transfer and Acceptance Certificate and the Goods Inspection Certificate can help in resolving disputes.

For customer requests for the exchange or return of goods, before demanding a physical return, we recommend that you be sure to request photo / video materials that will help visually detect its defect. This will help guide the client on the return procedure, as well as, without wasting time transporting the goods to the service center, offer an alternative solution: full or partial compensation of the cost of the goods, delivery of the missing part.

Refund

According to the law, when returning goods, settlements with the buyer are made based on the value of the goods at the time of purchase. By agreement with the buyer, you can also exchange for goods at the same cost or with a recalculation of the price.

Money for goods paid for by card or by bank transfer must be returned to the payer in the same way. To do this, through the personal account of the payment system, the transaction must be canceled and a refund made, or from the current account, based on the buyer's application, the money must be returned to the payer's current account. In case of cash payment for the goods, the refund occurs in a convenient way for the buyer, specified by him in the application.

To return money for the goods, send the buyer a request template for a refund to the card. Upon receipt of the completed template, issue a refund to the buyer. In the event of an exchange for another item, record the model and cost of the new item shipped on the same return statement.

If the return of goods takes place in your store, you need to fill out an application for a refund to the buyer on the spot and issue the money on the same day. If it is not possible to return the money on the same day, it is necessary to make a payment at another time as agreed by the parties, but no later than 21 days from the date of receipt of the goods and a written application for a return.

In the event of a dispute regarding a return, the following information must be provided:

  • correspondence with the buyer; 
  • screenshots from the post office; 
  • a complete list of order documentation.

Guarantee period 

This is the period during which the buyer can send the defective product to the service center or the seller for repair. The warranty period must be specified in the warranty card or in another document that is attached to the product. Also, the warranty period must be indicated in the characteristics of the goods.

If, as a result of the buyer's request under the guarantee, you made a refund or exchange, then such a transaction is considered completed and no recalculation or commission refund is carried out on it.

 7. Covering documents for the goods

When selling goods, you are obliged to issue to the buyer a settlement document of the established form, which verify the fact of purchase, with a note on the date of sale. Such a document could be:

  •  fiscal cash receipt; 
  •  sales receipt; 
  •  settlement receipt; 
  •  Invoice.

In Monsroplace, such documents are generated automatically and you do not need to create them manually, just go to the desired section and, if necessary, edit or create the necessary shipping documents. 

The following documents are available by default: 

  • Invoice
  • Order details
  • Packing list
  • Suppliers: account
  • Return of goods: packing list 

The document must be issued to the buyer along with the goods or sent to him by e-mail. Please note that an electronic payment receipt issued by a bank when paying online through the website, as well as a carrier's receipt of cash on delivery, are not considered a settlement document. 

The presence of a payment document is necessary for contacting service centers for warranty service, as well as for the exchange or return of goods. 

For technically complex household appliances, the seller is also obliged to provide the buyer with a warranty card or other document replacing it. The warranty period must be specified in the document, and we recommend that you indicate the period on the page of your product. 

At the request of the buyer, a certificate confirming the proper quality of the product is provided. 

Note. We do not limit you in any way in advertising our products and the physical store, you can put marketing materials, souvenirs, catalogs, etc. in the package. But we ask you not to overuse this and not lure customers to other sites. 

*we ask you to refrain from explicit advertising with the appeal to make purchases on other Internet resources. Monstroplace has all the marketing tools you need to incentivize the sale of customer rewards. For example, you can do email newsletters, promotions for your products, create product bundles, generate discount and much more. 

 8. Minimum order amount 

If your products are only available for orders over a certain amount, this information must be specified on the product page. 

If the minimum order amount applies to certain products, add the "Shipping / Payment" characteristic to them 

 9. Warranty service 

All sold goods must be transferred to the buyer in the proper form and provided with warranty service. The warranty period is established in the accompanying documents (payment document or warranty card), in regulatory documents (for seasonal goods, the period is calculated from the beginning of the season), or in the contract. For technically sophisticated household appliances, the seller is obliged to provide the buyer with a warranty card or other document replacing it, which should indicate the period of warranty service. The warranty may be supported by authorized service centers of the manufacturer or the seller of the product. 

Please note that regardless of the warranty period or expiration date according to the EU law Gewährleistung WKRL (EU) 2019/771 and DIRL (EU) 2019/770 , the buyer has the right to present the relevant claims within one to three years, depending on the product group. 

Within 14 days from the date of purchase, the client (the end-user of the goods, not necessarily the payer for the goods) can return the goods of proper quality. If during his application or after checking the goods received, a defect was detected, then the return must be carried out in compliance with § 3 Abschnitt II, Allgemeine Regeln, Rücktrittsrecht “Gesamte Rechtsvorschrift für Konsumentenschutzgesetz”. 

When applying for a guarantee, the buyer can count on: 

  • free troubleshooting within the period established by law; 
  • reimbursement of their expenses for troubleshooting; 
  • decrease in the cost of goods. 

If the detected malfunction, which arose through the fault of the manufacturer, is significant, that is, it does not allow the product to be used for its intended purpose, after elimination it appears again and has one of the following properties: 

 a.  cannot be removed; 

 b.  makes the product significantly different, changes its characteristics; 

 c.  it takes a long time to eliminate it (according to the law, more than 14 days)

then the client has the right to count on termination of the transaction and a refund or replacement with a similar product. 

To determine the malfunction and make a decision, you need to accept the product from the buyer and send it to the service center for diagnostics or provide the buyer with the contacts and address of the organization that acts as an authorized representative of the manufacturer (seller) of the product. Warn the buyer about the need to enclose an application for the repair of goods, a settlement document, a complete set of goods and ask them to pack the goods well so that they cannot be damaged during transportation. 

Usually, the seller compensates or carries out at his own expense the transportation of the goods to an authorized service center or to the seller for diagnostics and repairs. For goods less than 5 kg, delivery to the service center or to the seller for repair is at the expense of the buyer, and for goods over 5 kg, delivery is always at the expense of the seller. Since the presence of a factory defect requires verification and confirmation by the service center, we recommend that you negotiate with the buyer so that he pays for the delivery himself, and after diagnosing and detecting a factory defect, you compensate the customer for the cost of shipping the goods. 

After diagnosing and inspecting the goods, it is necessary to provide the buyer with an act issued by the service center master, with a description of the defects found and a conclusion whether the goods can be repaired and whether the case is considered a warranty case. 

Warranty repairs must not exceed 14 days, for non-compliance with this condition, a fine may be charged if the client contacts the consumer protection department. Therefore, service centers often draw up an agreement with the client to extend the warranty period if the necessary spare parts are not available. After the repair is completed, the goods are sent to the buyer at the expense of the seller. If repair is impossible or impractical, then it is necessary to replace the product with a similar one or refund the money. Money for goods paid for by card or by bank transfer must be returned to the payer in the same way. In case of cash payment for the goods, the refund occurs in a convenient way for the buyer and to the details specified by him in the application. 

If the malfunction occurred due to a violation by the client of the rules of storage or operation, then the case is not considered a warranty case. Then it is necessary to coordinate with the client the conduct of paid repairs or the return of the goods to the buyer. Return shipping is paid by the buyer. The seller also has the right to request compensation from the buyer for the cost of the examination, during which violations were found on the part of the client or third parties that led to the malfunction of the goods. Please note that it is necessary in advance, before receiving the goods, to warn the client about the possible consequences and costs. 

 10. Complaints in orders 

Complaints are a negative experience of buyers interacting with your store, for example: you didn’t get in touch for a long time, the buyer placed an order, and you said that the product was no longer available, the buyer faced an “expectation-reality” situation, etc. 

Buyers can write a review / complain about the product on the site, write a written appeal to the Monstroplace administration or publish a post on public resources and social networks.

Customer requests are recorded in the Requests section or in the Feedback section and need to be processed in accordance with the established rules. 

The presence of complaints in orders is an opportunity to see and correct weaknesses in the work of your store. Use customer comments as recommendations to improve your service. Thanks to feedback from buyers, you can analyze missed moments, correct mistakes and do everything to avoid their repetition in the future. 

Information about the number of complaints is taken into account when calculating the rating of your store. The calculation is based on the ratio of the number of orders in which there are complaints to the total number of processed orders. 

Below are the main types of complaints, as well as recommendations for their handling, elimination and prevention. 

   • Out of date availability at the order time 

 Control the current balance of goods in the price list and constantly maintain up-to-date data on availability; 

 offer a replacement instead of the missing product, if the buyer agreed - edit the order; 

   • The goods were not sent within the specified time 

 negotiate with the buyer the terms for sending the order, warn of possible delays (if you are aware of them) and notify the dispatch of the goods; 

 indicate in the additional information on the product page the number of days that are necessary for the preparation and dispatch of the goods;

   • They do not process the order for a long time, they answer questions about the order for a long time, they did not inform about the cancellation of the order.

 Process new orders as quickly as possible to always keep your customers informed about the status of his processing, and he did not change his mind to buy the goods.

 Contact the client and inform that you cannot fulfill the order, one change in the status of the order is not enough, inform the client about the waiting time for the goods or offer an alternative;

   • Wrong order status, no bill of lading  

 timely update the order status in your personal account;

 enter the bill of lading number to the order immediately after creating the invoice;

   • The product is defective/incomplete/broken during the warranty period

 contact the buyer as soon as possible to agree on the exchange of goods (in case of marriage) or the delivery of components (in case of incompleteness);

 Try to resolve controversial issues in favor of the client.

Information about the number of complaints is taken into account when calculating the rating of your store. The calculation is based on the ratio of the number of orders in which there are complaints to the total number of processed orders. 

A high percentage of the number of complaints in orders can lead to blocking the store.