Terms & Conditions
Welcome to the Zoxhins.com Online Business Marketplace Program. These Terms are between you and Zoxhins Services /(“Zoxhins.com” or “us”) and govern our respective rights and obligations. Please note that your use of the zoxhins.com website are also governed by the agreement listed as well as all other applicable terms, conditions, limitation, and requirement on the zoxhins.com website, all of which (as changed over time) are incorporated into these terms. If you sign up for a membership, you accept these terms, conditions, limitations and requirement.
CUSTOMER SERVICE ESCALATIONS
HOW CAN A CUSTOMER SUBMIT AN ESCALATION REQUESTTO ZOXHINS.COM?
Customers can submit a customer service escalation request for a Online Business Marketplace transaction (“Customer Service Escalation Request”) via the “Help” section of the Zoxhins.com Site. The “Help” section will include the Zoxhins Online Business Marketplace Program Customer Service Policy as well as instructions and a web form for filing a request.
WHEN CAN A CUSTOMER SUBMIT A CUSTOMER SERVICE ESCALATION REQUEST TO ZOXHINS.COM?
Zoxhins.com expects customers to work directly with Retailer for any issues that may arise prior to or after delivery of any Products. However, in situations where a customer feels he or she has not been adequately assisted by Retailer, the customer can submit a customer service Escalation Request to Zoxhins.com’s Customer Service Department.
A customer can submit a customer service Escalation Request during the 60-day period commencing seven (7) days following the maximum Estimated Delivery Date set forth in the customer’s Order confirmation email for the Product(s) at issue.
A customer may not submit more than five (5) lifetime customer service Escalation Requests for Products purchased through Zoxhins.com’s Online Business Marketplace Program.
WHAT PURCHASES ARE COVERED UNDER THE ZOXHINS ONLINE BUSINESS MARKETPLACEUSTOMER
The Zoxhins Online Business Marketplace Customer Service Policy covers Products purchased from the Zoxhins.com Site that meetthe following criteria:
Customer did not receive one or more Products from an Order;
Product(s) received by Customer are materially different from what was shown on the Zoxhins.com Site, including without limitation, for the reasons set forth below. Please note that this escalation criteria does not extend to cases where a Customer is simply disappointed with a Product. Zoxhins.com will determine whether a Product received by a Customer is “materially different” at its sole discretion.
Wrong version / edition
Product condition/details not as described during purchase
Wrong Product delivered
Missing parts / components
Product was returned per Retailer’s return instructions but no refund or replacement was received byCustomer.
HOW WILL ZOXHINS.COM PROCESS A CUSTOMER SERVICE ESCALATION REQUEST?
Zoxhins.com will process a customer service Escalation Request only if the Customer has had at least one prior contact with Retailer regarding Customer’s issues with the Product prior to escalating to Zoxhins.com. Further, this contact should have occurred withinRetailer’s refund / return window. Zoxhins.com will rely solely on the Customer’s representation that he or she has had at least one prior contact with Retailer during Retailer’s refund / return window to determine if it will process the customer service Escalation Request. If these conditions are not met, Zoxhins.com will direct the Customer to contact Retailer for resolution and any open customer service Escalation Request will be closed without any further action from Zoxhins.com. The customer service escalation process is set forth in more details as follows:
- Once a customer service Escalation Request is submitted to Zoxhins.com by the Customer via the online form, all relevant details will be sent to Retailer via email and/or via post on the Partner Tool.
- Retailer will have seven (7) days to respond to the customer service Escalation Request.
- If Retailer responds to the customer service Escalation Request within the allotted seven (7) day period then a select group of Zoxhins.com customer service agents will evaluate the action taken for completeness and close the customer service Escalation Request. Zoxhins.com prefers that Retailer assist the Customer directly and Zoxhins.com will close the customer service Escalation Request once Retailer has resolved the issue and no further action will be taken by Zoxhins.com.
- If Retailer fails to respond to the customer service Escalation Request within the allotted seven (7) day period then Zoxhins.com will resolve the issue as appropriate using internal guidelines. In such cases, Zoxhins.com reserves the right to deduct from Retailer payables any compensation given to the Customer up to 100% of the value of the Order including tax, shipping, gift wrap and any other value-added-services that were included in the Order.
If you have any question about this Agreement, please contact us at 8989784821