REFUND OR REPLACEMENT GUIDE

Before you start the process of claiming a refund or a replacement. Kindly ensure that you have familiarised yourself with the Return Policies of our marketplace.

1. Reach out to the relevant merchant: Contact the merchant from whom you purchased the product and provide details of your query to initiate the refund or replacement process.
    
2. Follow the policies set by the merchant: Every merchant listed on Yellow Markets may have different policies for refunds or replacements, so ensure you read them and follow them accordingly.
    
3. To submit a formal refund/replacement request: raise a ticket from your help desk section of your account to the merchant. Make sure that all relevant details are included. If applicable, you may also share photographs to substantiate your concerns pertaining to a damaged / incorrect / faulty item.
    
4. Wait for the response: Once you submit your request, you will receive a response from the merchant. The merchant may require additional information from you in order to process your request, or they may simply approve or decline the refund or replacement request.
    
5. Prepare the item for return: If the request is approved, then you will need to pack and prepare the item for return. Shoppers may or may not have to bear the shipping and return fees for items sent back to the merchant, depending on the merchant’s policy. 
    
6. Confirmation of refund/replacement: Once the item is received by the merchant and inspected, you will then be eligible to receive a refund or replacement. Depending on the merchant, this process may take several days, so make sure to check your account regularly.

Request A Resolution On A Concern

Are you unhappy with a merchant’s decision to reject your refund or replacement?

We understand that navigating the refund or replacement process can be overwhelming. Sometimes, the issue might originate at the merchants’ end where they may have not fully understood your concern. Other times, it can be a communication or technical issue within the process.

Do not worry, our step-by-step guide is here to help. We will walk you through requesting resolution assistance from Yellow Markets for a rejection of refund or replacement, and provide handy tips and advice along the way. It should be noted that a resolution request may not come to the same conclusion as you may have hope for.

Let us get started!

Step 1: Before submitting a formal resolution request, attempt to contact the merchant directly to explain the issue and request a refund or replacement. Sometimes it helps to escalate it to the management level.

Step 2: If the merchant fails to approve the refund or replacement after contacting them, raise a resolution request with Yellow Markets´ Helpdesk.

Step 3: Provide necessary proof, documentation of the rejection, including all communication, order receipts, communication with the merchant and all the relevant details to Yellow Markets 

Step 4: Explain the issue in depth and reiterate why a refund or replacement is warranted.

Step 5: Wait for Yellow Markets to reach a conclusion. Kindly note that this can sometimes take days, as our customer service team needs to review documentation, contact the merchant and open a conversation on the subject.

Step 6: If the conclusion is in your favour, a replacement or refund may be issued, or you may receive an alternative resolution.

Step 7: If the conclusion is not in your favour, you may consider seeking legal advice or further action towards the merchant. Remember to familiarise yourself with both merchants policies and those of Yellow Markets.