Buyers can report two types of issues on their Mana Pool Orders:

• Package not received
• Issue with products received

In both cases, sellers get notified by email, sellers don’t get docked unless they agree to it, and sellers use a workflow to provide feedback on how Mana Pool should resolve the issue.

Sellers should respond within 1 business day, so that the customer can be promptly taken care of.

You can view all current and past reports about your orders on the reports section of the seller dashboard.

Options for handling issues

The options for handling an issue look like the below screenshot if the customer is requesting replacements, and the option for you to send replacements is omitted if the buyer is requesting a refund.

You are encouraged to approve deductions for buyer-reported issues. Sellers who do not approve deductions and create excessive costs for Mana Pool may have their accounts deactivated.

If you do approve deductions, Mana Pool will not charge you any more than the deductions, and Mana Pool will pay for any additional costs associated with sourcing and shipping replacements.