Refund & Dispute Policy

1. Overview

Milk Supply Co uses a secure payment system designed to protect both buyers and sellers. For shipped orders, payment is authorized when the buyer places the order and is captured when the seller ships. This standard marketplace settlement flow provides protection for both parties.

This Refund & Dispute Policy ("Policy") explains the circumstances under which refunds may be issued, how to file a dispute, and how disputes are resolved. This Policy applies to all transactions conducted through the Platform.

2. Refund Eligibility

Refunds may be issued in the following circumstances. Please note that disputes must be filed within 72 hours of confirmed delivery. After 7 days, orders are considered final and are no longer eligible for dispute. Orders shipped but not yet marked as received may be disputed at any time while in transit.

Full Refund

• Order not shipped: If the seller fails to ship an accepted order within a reasonable timeframe, the authorization hold will be cancelled and no charge will be applied.
• Seller cancellation: If the seller cancels an accepted order before shipping, any authorized payment will be released.
• Significantly not as described: If the received order is materially different from the listing (e.g., incorrect quantity, wrong product).
• Spoiled or unsafe: If the breast milk arrives clearly spoiled, at unsafe temperatures, or in damaged packaging that compromises the product.

Partial Refund

• Quantity discrepancy: If the received quantity is less than ordered but some usable milk was received, a partial refund proportional to the shortage may be issued.
• Partial damage: If some portion of the order arrived in acceptable condition while another portion was damaged or spoiled.
• Shipping overcharge: If the actual shipping cost was less than the authorized amount, the difference is automatically refunded.

Non-Refundable Situations

• Buyer's remorse: Refunds are not available simply because you changed your mind after placing an order.
• Milk already consumed: Refunds generally cannot be issued for milk that has already been used or consumed.
• Late dispute filing: Disputes filed after the designated review period has expired.
• Local pickup orders: Payment for local pickup orders is handled offline between buyer and seller. The Platform does not process or refund local pickup payments.
• Preference differences: Subjective taste or appearance differences that do not indicate a safety or quality issue.

3. How to File a Dispute

If you have an issue with an order, follow these steps:

1. Navigate to your Orders page: Go to your Orders page and find the order in question.
2. Click "File Dispute": On the order card, click the "File Dispute" or "Dispute" button. This button is available on shipped orders and on completed orders within 72 hours of delivery.
3. Select a category: Choose the category that best describes your issue (e.g., order never arrived, wrong quantity, spoiled milk, damaged packaging).
4. Describe the issue: Provide a detailed description of the problem, including when you noticed it and the condition of the package.
5. Upload evidence photos: Add up to 5 photos showing the packaging, product condition, shipping label, or any other relevant evidence.
6. Submit and await review: Our support team will review your dispute within 5-7 business days. You'll receive email updates on the status of your dispute.

4. Evidence Requirements

To support your dispute, please provide as much of the following evidence as possible:

• Photos: Clear photographs of the packaging upon arrival, the condition of the milk, shipping label, and any visible damage.
• Temperature documentation: If you measured the temperature of the milk upon arrival, include the reading and how it was measured.
• Quantity measurement: If there is a quantity discrepancy, document the actual quantity received.
• Communication records: Screenshots of any relevant messages exchanged with the seller.
• Tracking information: Any shipping or delivery documentation relevant to the issue.

5. Dispute Resolution Process

Once a dispute is filed, the following process applies:

1. Acknowledgment: We will acknowledge receipt of your dispute and notify the seller.
2. Seller response: The seller will have the opportunity to respond to the dispute with their account of the situation and any supporting evidence.
3. Review: Our support team will review all evidence from both parties and may request additional information.
4. Determination: We will issue a final determination, which may include a full refund, partial refund, or denial of the dispute.
5. Refund processing: If a refund is approved, it will be processed to the original payment method within 5-10 business days.

6. Shipping Cost Policy

Whether shipping costs are refunded during a dispute depends on who caused the problem. Our policy follows three principles:

1. Unused shipping label: If the shipping label was never scanned or used (e.g., pre-shipment cancellation), we request a label refund and shipping costs are returned to the buyer.
2. Used shipping label: Once a package is shipped, shipping becomes a consumed service. Someone must bear the cost.
3. Responsibility determines refundability: Shipping is refunded when the seller or carrier caused the problem. The buyer bears shipping costs when the issue is buyer-caused or subjective.

Shipping Cost Policy by Dispute Category

7. Platform Fee & Processing Fee Handling

When refunds are issued:

• Full refunds: The platform fee and payment processing fee are included in the full refund to the buyer. The platform fee is deducted from the seller's account.
• Partial refunds: Platform fees and processing fees are adjusted proportionally based on the refund amount.
• Cancelled orders: If an order is cancelled before shipment, no platform fees or processing fees are charged to either party.

8. Appeal Process

If either party disagrees with the outcome of a dispute, they may submit an appeal:

• Appeals must be submitted within 7 days of the dispute determination.
• Appeals must include new evidence or information not previously considered.
• Appeals are reviewed by a senior member of our support team.
• The appeal determination is final and binding.

To submit an appeal, contact us at info@milksupplyco.com with the subject line "Dispute Appeal - [Order ID]."

9. Abuse of the Dispute System

We take the integrity of our dispute system seriously. The following behavior is prohibited and may result in account suspension or termination:

• Filing fraudulent disputes or making false claims about received orders.
• Filing excessive disputes as a pattern of behavior to obtain unwarranted refunds.
• Threatening sellers with disputes to obtain discounts or concessions outside the Platform.
• Providing falsified evidence in support of a dispute.

10. Contact Us

If you have questions about this Refund & Dispute Policy, or need assistance with an order issue, please contact us at:

Email: info@milksupplyco.com