If the customer didn't receive the order they paid for or received a different composition, they can open an order dispute. As soon as the customer opens a dispute, we will freeze money for the order until the dispute is resolved. If the customer and seller cannot agree, Flowwow will make a decision.
From creation to completion
Dispute opened
After delivery, the customer can open a dispute, specifying the desired solution
Florist answer
Florist accepts or rejects the proposed decision of the dispute
Chat
Clarification of the problem, the proposal to resolve the dispute occurs in the chat
Flowwow Help
If the customer and the contractor do not come to a mutual decision, Flowwow gets involved in the dispute
Ways to resolve a dispute
Partial refund
Full refund
A gift from the shop
Promotional code gift for any product on Flowwow
Delivery of a new bouquet from the shop
The dispute can be closed for the benefit of the shop-contractor without any compensation to the customer.
Tips for successful interaction in a dispute
Each side wishes to find a solution
Start the conversation without any prejudice and
listen patiently to the other side. Most
problems arise from misunderstandings and simple
human error.
Be constructive and consistent
You need to make it clear that you want to come to a mutual decision, the other side wants the same thing.
Demonstrating mutual respect can make a conversation
more productive. A sequence of statements will simplify communication.
Support your arguments with facts
Do not forget to attach photos, if required. Photos of the products and call screenshots will help understand the cause of the dispute from an objective point of view, and come to a mutual solution.
Focus on solving the problem
Even if you are very upset about the situation, don't let emotions prevail.
Try to understand the other side's position and put yourself in their shoes. Reflect on and answer the following questions. What would you do if you were in their place? What solution would suit you?
Answers to frequently asked questions
Client
For partners
How to start a dispute
If you are not satisfied with your order, please click on the link in the text message to rate the shop. Choose a rating of 1 or 2, and write a review. You will be asked
if you wish to open a dispute. The dispute can only be opened by the sender.
Where to find a dispute?
After opening a dispute, you will receive a text message with a link to the order dispute. You will receive push notifications about new messages from the shop. If you have not responded in the dispute chat for a long time, you will receive another text message with a link to the dispute. If you do not respond within 72 hours, the dispute will be resolved by Flowwow.
How will the dispute be resolved?
The dispute resolution depends on the problem encountered when the
order was completed. In the process of a dispute, you and the contractor suggest solutions to the problem. If you cannot reach an agreement, the dispute will be passed on to Flowwow
Why doesn't the shop-contractor answer me?
When you open a dispute, the shop-contractor receives a new dispute notification. They have 72 hours to reply to you. If you don't receive a reply, a decision will be made by Flowwow.
When do I get my money back?
Refunds are issued within 7 working days from when a decision is made on the dispute.
What if the client does not respond?
When you open the dispute, the customer receives a text message with a link to the dispute. Each time you reply, they receive a push notification. If there is no response from the client for a long time, an SMS is sent to them again with a dispute link. If the customer doesn't respond within 72 hours, the dispute will be resolved by Flowwow.
Do we have an open dispute?
To view all open disputes, please go to the Flowwow Seller App in the chat section. At the top, you will have a separate 'Disputes' tab. It shows all current disputes on your account.
You can also check for open disputes in the web version. Go to Reviews and My Messages section.
Where to find the dispute?
Please go to the Chats section in Flowwow Seller App At the top, you will have a separate 'Disputes' tab. It shows all current disputes on your account.
You can also access disputes in the web version, under 'My messages'.
When will the money be returned to the client?
When deciding on a refund dispute, a refund transaction occurs. If the customer paid by credit card, the funds will be issued between 1 and 14 working days, depending on the customer's bank. Most often, the refund occurs within the first three working days. The refund is made through the payment system used by Flowwow.
If the customer paid in cash upon receipt, you must issue the refund directly.
If the customer paid by Bank transfer for legal entities, the funds can be immediately returned to them via a Deposit in their account on Flowwow or a refund procedure should be issued. The refund period is from 1 to 14 working days.