Sometimes a customer may report that a product they received is damaged, defective, or otherwise faulty. In these situations, how you choose to handle it is ultimately up to your store’s policy, but there are some best practices to follow to ensure a smooth resolution.
🧾 Step 1: Verify the Issue
The first step is to confirm the problem.
We recommend asking the customer to send a photo of the faulty product. This will help you verify the issue before issuing any refunds or replacements and will be helpful for your records or follow-ups with suppliers.
💳 Step 2: Issue a Refund
If you use Stripe for payment processing, you can issue a refund directly through the SauceyDirect dashboard:
Go to Orders > Past Orders and select the order in question.
Click Issue Refund on the bottom-left corner of the order screen.
Enter the refund amount and a reason.
Confirm the refund.
If you use Green Payment, you can issue a refund through the NMI Dashboard:
Log into the NMI Gateway dashboard.
From the home screen click Transactions.
Use the Order ID field to enter the complete SauceyDirect order number then scroll down and click Submit.
Make sure to match the customer and order information then click on the transaction you need to refund.
Click Refund in the top left corner.
On the next screen enter the desired amount you'd like to refund. You can check the box to send the custom a receipt of the refund.
Important notes:
Refunds can be issued up to but not including application fees (such as the delivery fee, tip, or compliance fee).
Refunds will be deducted from your payout.
🧾 Step 3: If You Need a Full Refund
If you need to issue a full refund (including application fees) please contact merchant-support@sauceydirect.com with the order ID and details of the situation. Our support team will assist you in processing the refund.
💡 Important: Refund Responsibility
Please note that Saucey does not cover the cost of faulty or damaged products.
Any refunds you choose to issue will be deducted from your store’s payout.
✅ Best Practice: Document all faulty product reports internally. This can help you track recurring issues with specific suppliers or products and make better purchasing decisions in the future.