Order Issues, Cancellations, Refunds & Replacements
Use order messaging for ordinary questions. For a qualifying order problem, use the formal Report an Issue action on the relevant order. These are different processes.
Messages do not open a formal Issue
Sending a message to a creator, supplier or support conversation does not automatically open an Issue under Damyth’s protection process. Open Orders and use Report an Issue where available. Check that your Issue was submitted, and follow its status and instructions.
The 42-hour protection period
Damyth’s ordinary Issue-reporting window lasts 42 hours from the delivery or receipt recorded for the relevant supplier order group. Follow the protection deadline shown on your order; this is not simply a timer based on any courier message.
Formally report a qualifying problem before that deadline. An Issue opened in time can continue through review after the window expires; expiry alone does not close it. New ordinary Issues are not available after the window ends.
Damyth currently allows one ordinary customer Issue per supplier order group, even if the earlier Issue has closed. Include the problems affecting that group in your report and use the existing case for follow-up. Replacement problems have a separate path described below.
What to report and what to include
Supported reports include damaged or missing items, wrong items or sizes, wrong names or numbers, print defects, shipping damage and other order issues.
Describe what happened and include relevant order details and clear photos where helpful. Keep packaging and shipping labels if relevant. An unboxing video can help, but it is not universally required.
Responses, proposals and Damyth review
The supplier may respond and propose a resolution. Review the details and use the available controls to accept or respond. If the problem remains unresolved, use Ask Damyth to Review when that action becomes available. Review eligibility depends on the case’s progress; it does not promise immediate intervention.
A proposed No Action Needed outcome means the circumstances may not support a refund or replacement under the platform process. Review it and respond using the available controls. Follow any response deadline shown; if you disagree, use the available review path rather than assuming a normal message changes the decision.
Cancelling an order
Before successful payment, an eligible open checkout can be cancelled and its items returned to the cart. If no successful payment occurred, there is no payment to refund. If payment status is uncertain, check your order or payment-review status rather than assuming no money was received.
After payment, eligible orders in the Pending or Accepted stage can use the cancellation-request process. Availability becomes more limited once manufacturing has progressed. Use the action shown on your order; not every paid order can be cancelled.
Cancellation requested is not cancellation approved. Approval is also not confirmation that a refund has been completed. Check the separate refund status. A rejected request does not itself cancel the order.
When the supplier cannot fulfill
If the manufacturing supplier confirms that it cannot fulfill an eligible paid order, the affected supplier order group is cancelled and routed through the refund process. Cancellation and completion of the refund remain separate steps; check Orders for updates.
Understanding refunds
A refund that is required, requested or approved has not necessarily been paid back. Processing means the refund is still underway. Only a completed refund status records completion; a failed attempt is not a completed refund.
A reviewed outcome may refund only the affected portion. Partial refunds are not automatically full refunds. Fully Refunded means completed refund evidence covers the full paid amount for the scope shown, which may be an order group or the whole checkout.
Do not assume a fixed bank-processing period from a refund decision. Follow the amount, status and information recorded for your order.
Replacements and replacement problems
For an applicable Full Replacement proposal, review its summary: it covers all original items supplied by that supplier in the relevant order group, not automatically items from other suppliers. Acceptance creates replacement production work, not another customer purchase. Additional manufacturing and shipping time may be needed.
Track the replacement through the existing order and case. If it has a problem, use the replacement-problem action when available and provide an explanation. This is separate from opening another ordinary Issue. Follow the controls shown for that replacement; do not assume a new 42-hour period starts.
Refund or replacement outcomes depend on the reviewed circumstances and available process. Neither is automatic, and partial replacement is not a standard supported option.