Order Management

Order cancellation policy for the seller

Once confirmed as delivered to the shipping carrier, buyers cannot cancel their orders.

By allowing buyers to cancel orders more seamlessly, sellers can benefit in the following ways:

• A simple and transparent cancellation process reduces order disputes with buyers, avoiding the risk of escalation.

• Improved customer satisfaction (meaning that buyers are more likely to make repeat purchases and leave positive feedback on store).

How can I prevent buyers from abusing the 4-hour free cancellation policy?

Folast takes protecting sellers from buyer abuse seriously. If seller find a buyer trying to disrupt seller business, please contact Folast, and we will investigate and take appropriate action if the buyer violates our policies.

Return, exchange, and refund policies for sellers

Folast values fair competition for sellers while also protecting buyers' rights. As a result, the order return policy will be applicable to all sellers on Folast. Sellers must accept the return policy within 30 days of the buyer receiving the goods, without any restocking fee.

The purpose of this policy:

• Build a trusting relationship between sellers and buyers.

• Folast ensures the quality of products and services.

• Resolve transaction-related issues promptly and effectively.

Product conditions:

• The product does not match the description on the website: wrong items, wrong material, wrong size.

• The fabric is tattered, dirty, wet, and hairy.

• The product has visible defects with the print, which are either blurred or out of place.

• After the first wash, the products suffer damage from peeled prints. Please contact Folast to get further assistance within 30 days of delivery. For orders over 30 days from the date of delivery, Folast refuses to support claims regarding these cases.

Return shipping fee:

• If the seller is at fault, they are liable for all shipping costs associated with returning the item and sending a new one.

• In other cases, the buyer is responsible for the shipping costs to return the item, and the seller is responsible for the shipping costs to send a new item (if any).

Return processing procedure seller need to know:

Folast will:

• Check the order information and confirm the buyer's request.

• Contact the seller to notify them of the return or exchange request.

Seller will receive a return request in seller dashboard. If seller do not respond that request in 2 working days. Folast will send an email to inform seller about that. Seller have 24 hours more to respond. If timeover, Folast will issue a fully refund for customer.

Seller must:

• Receive the request from Folast.

• Upon receipt, verify the product.

• If the product meets the conditions:

• Process the return request or send a new product to the buyer within 2 working days.

• If seller accept a return, Folast will send a return shipping label to the buyer.

• If the product fails to meet the specified conditions, seller have the option to decline the request and provide the buyer with an explanation.

Dispute resolution:

• If a dispute arises between the buyer and the seller, Folast will be responsible for mediating.

• If there is no resolution, Folast has the final say.

Resolve conflicts between buyers and sellers:

Resolution process:

The buyer or seller contacts Folast's customer support department to present the problem via email: support@folast.com.

This email must include the following information:

1. Clear Identification:

• Order Number: Specify the unique order number assigned to buyer purchase.

• Product Name: Clearly state the name of the product or item in dispute.

2. Detailed Description of the Issue:

• Problem: Explain the specific problem buyer have encountering with the product. Be as detailed as possible.

• Expected vs. Received: Contrast what buyer were expecting to receive based on the product description or agreement with the actual product seller received.

• Evidence: If applicable, provide any supporting evidence, such as photos, videos, or screenshots.

3. Timeline of Events:

• Purchase Date: Mention the date buyer placed the order.

• Delivery Date: Indicate when buyer received the product.

• When the Issue Arose: Specify when buyer first noticed the problem.

4. Previous Attempts to Resolve:

• Contact History: Briefly describe any previous attempts seller've made to contact the buyer about the issue, including dates and methods of communication.

5. Desired Resolution:

• Refund or Replacement: Clearly state buyer preferred resolution, whether it's a full refund, partial refund, or replacement product.

6. Contact Information:

• Contact Details: Provide full name, email address, and phone number for easy communication.

Please note:

• Folast will verify the information and make a final decision.

• Folast will notify both parties of the resolution results.

Resolution principles:

• Legal basis: Folast's decisions will be based on current laws and the terms of Folast's policies.

• Neutrality: Throughout the dispute resolution process, Folast will maintain an objective and neutral attitude.

• Resolution Time: Folast will attempt to resolve the dispute as soon as possible, normally no later than 5 business days from receipt of the request.

Refund policy for seller

Folast values fair competition for sellers while also protecting buyer's rights. As a result, the order refund policy will be applicable to all sellers on Folast. sellers must accept the return policy, please refer to our refund policy with the following conditions:

1. Cancel order

If buyer cancel an order on the Folast website within 4 hour from ordering. Folast will issue a full refund via the original payment method automatically.

2. Return the order

As soon as seller receive buyer return order, seller must check to see if the order is eligible for a refund or not. Once the seller confirms the return is eligible, Folast's system will automatically refund the original payment method the buyer used. The corresponding refund amount will then be deducted from the seller's Folast account balance.

If the product buyer return through verification is not eligible for return and refund, seller will notify buyer of the verification results via buyer email.

3. Eligible order for refund

seller will ask buyer to provide some information in the specific cases below to verify whether the order is eligible for refund or not:

a. Items received are wrong/damaged/defective

seller guarantee a full refund for products buyer receive that are wrong/damaged/defective, including the following cases:

• The product does not match the description on the website: Wrong product, wrong material, wrong size.

• The product received was torn, dirty, wet, and had hair on the fabric.

• The product received has obvious printing defects, is blurred or not in the correct position.

• The product is damaged and the print peels off after the first wash.

Please contact the Customer Support Team for further assistance within 30 days of delivery. For orders over 30 days from delivery date, Folast declines to support claims related to these cases.

Please check the information buyer provide. In case of dispute, the more information, the quicker Folast can solve the dispute.

• Provide order information to confirm order.

• Provide images of packaging labels.

• Photos of items and size tags/stock labels are framed.

• Product images clearly show damaged/wrong/defective parts that are different from the description on the website.

* NOTE: For orders with multiple products, please provide product photos/videos placed side by side on a flat surface.

Once seller receive all of the above evidence and confirm that the product is eligible for a refund, Folast will automatically trigger a full refund to the original payment method buyer used. The system will subsequently deduct this refunded amount from the seller's account.

b. The item is the wrong size from the one ordered

seller guarantee a full refund in case the buyer receives the wrong size product. Specifically, these products have measurements that are wrong compared to the product's size selection instructions (Difference of over 1.5" compared to standard product measurements).

Buyer need provide with the information below:

• Provide order information to confirm order

• Photos of items and size tags/stock labels are framed.

• The image clearly shows the actual product measurements: width, length (Please use a tape measure to measure).

*NOTE: For orders with multiple products, please provide product photos/videos placed side by side on a flat surface.

Once seller receive all of the above proof and confirm that the (unused) product measurements differ by more than 1.5" from the standard product measurements, seller must update the status to trigger the automated refund process. Folast will then promptly issue the refund to the buyer and deduct the amount from the seller's balance.

c. Lost items

Seller guarantee a full refund in case buyer order is lost during shipping.

As soon as the tracking reports are delivered, Folast will send an email to confirm that seller receive the correct items buyer ordered from our website.  

Please check mailbox, area security camera, ask neighbors and contact the local post office to make sure that order is not being held in somewhere buyer haven’t checked.

Please contact our Customer Support Team or seller within 30 days of delivery if buyer haven’t received the package according to the email confirmation.

Buyer must provide with the information below to request a refund:

• Order’s information.

• Verified shipping address.

• Verified from buyer local post office that buyer haven’t received the package. 

• For orders over 30 days from the date of delivery, Folast refuses to support claims regarding these cases.

d. The buyers change their mind

All sellers must accept return and refund in this case. However, the return shipping fee will be deducted from refund amount, and the original shipping fee is non-refundable.

Eligible order conditions for refund:

• The product is in original condition, with tags and labels still intact

• The product has no signs of being used

• Orders must be returned no later than 30 days from the date of delivery

Order Processing Guidelines for seller

When there is a new order, seller will receive an email notification of the order to the email address seller registered with Folast. At the same time, the order information is also updated in the seller dashboard, in the "order" section.

At Folast account dashboard, click to "seller dashboard" on left menu.

To see detailed information about the order in Folast's seller dashboard, Click on the edit section. Here, the seller can view detailed information about the order, including: name, address, contact information, product, quantity, price, etc.

At seller dashboard, seller can manage order by click on "Orders" or "Shipments" at the left menu

Order Process:

In this step, the seller must check the payment status; If the payment status is complete, the buyer has paid. At this time, the seller needs to check the order information and is responsible for contacting the customer if there is suspected error information. For instance, if the zipcode in the shipping address does not match the city, the seller should contact the customer.

Check payment status and order information before fullfill order

The seller will change the order status from "not approved" to "approved" if they check the order and find no errors. At the same time, prepare the order. We refer to this period as handling time, which should not exceed 3 days from the approval of the order to its delivery to the shipping unit.

During the order packing step, the seller must make the following note:

• Prepare suitable packaging materials (boxes, bags, tape, and cushioning materials).

• Make sure to carefully pack the product to prevent any damage during transportation.

• Check the order again before packing to avoid errors.

The next step involves delivering the product to the carrier.

The seller needs to print the shipping label, stick it on the package, and hand it over to the carrier. The seller chooses the carrier to ensure that standard shipping within the US takes no more than 11 business days.

seller must update the shipping status when fullfill orders

The seller is also responsible for saving the tracking number and providing it to the buyer via email. At the same time, change the order status to "picked."

The seller is also responsible for checking the order's itinerary and contacting the carrier if there is an incident during the shipping process. Once the customer receives the order, the seller modifies the shipping status to "delivered."

For any questions, please send us via email support@folast.com.