Draft for COBOLYNK to approve. It describes how the service works today; it is not yet in force.

Legal

Refunds and cancellations

Each shop on Merchant is its own business and sells under its own terms, which are linked at its checkout. This page explains how cancellations and refunds work through the service.

For buyers

  • Unpaid orders lapse. An order you chose to pay now, or a delivery fee the shop quoted, is cancelled if it is not paid within 48 hours, and any stock is released.
  • If the shop cancels an order you paid for, the shop refunds you what you paid for the goods.
  • Courier delivery (coming soon). When the shop uses our courier, and the shop allows buyers to cancel:
    • If you cancel before a rider is booked, the delivery fee comes back in full.
    • If you cancel after booking, or the drop fails because you could not be reached, refused it or gave a wrong address, the delivery fee comes back less the courier's charge, the payment charge and a ₵2.00 handling fee.
    • If the courier is at fault, the shop may book the trip again; if no trip is booked within 24 hours, you get the delivery fee back in full.
    • If a parcel is lost or damaged, we refund the delivery fee at once.
  • Courier delivery-fee refunds come from us. Refunds for goods, and for the shop's own delivery fee, come from the shop. The Mobile Money payment charge you paid on top is not refunded with the goods.
  • A problem with an order? Contact the shop first. If it is not resolved, write to contact@cobolynk.com with your order number.

For businesses

  • There is no subscription to cancel. You can close your shop when no orders are on the way, no buyer is owed money and no rider holds your cash.
  • When courier delivery opens: if you cancel a booked courier pickup, you pay the courier's charge, the payment charge we lose and the ₵2.00 handling fee. We ask for it by Mobile Money prompt, and a new pickup can be booked once it is paid. We never take it from your sales.
  • Commission on a sale you later refunded can be credited against future commission; ask us.
  • If a buyer's bank reverses a payment, you owe us what you were paid for that sale, and we agree with you how to settle it.