Who refunds my customer?
The customer purchases from your roastery. smoasters never becomes the B2C seller to your customer.
If smoasters handles your return, you receive a return report from us. Products are classified as:
A-grade
Unopened or fully new and suitable for sale as new inventory.
We restock the product. You receive a 100% credit for the product value according to the smoasters settlement model.
B-grade
Opened or showing signs of use but technically functional. The product economically belongs to you.
Options include:
- storing it as B-stock
- selling it as B-stock in your online store
- selling it through your café
- smoasters may be able to buy it back at a discounted rate
Display products often sell particularly well in cafés.
C-grade
Broken or damaged. We assess whether the issue qualifies as a warranty or guarantee case.
smoasters can handle the warranty process for you.
The consumer refund itself always runs through you and your payment provider.
Read on
Can you supply spare parts?For many brands smoasters can arrange spare parts or manufacturer support — depending on brand and product.→What happens if a parcel is lost?Report the case to smoasters Support; we review the tracking and open a carrier investigation where necessary.→What happens if a product arrives damaged?Document the product, damage, box, packaging and label with photos right away — smoasters then coordinates carrier, supplier or manufacturer.→What happens if a product breaks?The case is assessed and resolved through troubleshooting, spare parts, repair, replacement or manufacturer warranty.→Who bears the cost of a warranty case?Accepted defects run through the manufacturer warranty or supplier arrangement; misuse and normal wear are not automatically covered.→Who handles returns?You decide: return straight to your roastery — or smoasters receives, inspects, classifies and processes it for you.→