These guidelines are based on typical reclamation topics regarding ResQ Club's activities.
Canceling an order
If the customer's order was placed on the same day as the reclamation is made and the order has not yet been marked as picked up, the partner can cancel the order directly from their ResQ profile under “Orders”. In this case, the customer's order will be refunded to them within a few banking days.
Customer service handles the reclamations
If the reclamation differs from the case above, the customer who has purchased a ResQ offer will always first contact ResQ Club's Customer Service after which ResQ will contact the partner when necessary. If the customer contacts the partner first regarding their reclamation, the partner can always instruct the customer to contact ResQ Club's Customer Service directly via chat or email so that ResQ can make the necessary refunds.
Below are a few examples of reclamations
CASE: The partner reported the wrong time in their offer and the customer did not receive the product that they paid for because the venue was closed
ResQ will contact the partner in question. ResQ will refund the full amount to the customer.
CASE: The offer's description does not correspond to its actual content (partly or fully)
ResQ will refund the customer the amount lost of the sale to compensate for the products that do not correspond to the description in the offer.
CASE: There are spoiled products in the offer
ResQ will contact the partner in question. ResQ will refund the amount to the customer.
CASE: Reklamations related to other cases than the ones mentioned above
ResQ's Customer Service handles the reclamations and is in contact with the partner when necessary.