> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.tradelle.io/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# How Refunds & Replacements Work: Submitting A Claim

Something went wrong with a fulfillment order? Here's exactly how to get a refund or replacement from Tradelle, step by step. For the full policy details, see the [Refund & Return Policy For Fulfillment Orders](/en/article/refund-return-policy-for-fulfillment-orders-13qwhrp/).

|| You are the point of contact for your customers. Tradelle doesn't communicate with them directly. Your customer contacts you, and you coordinate with Tradelle's support team.

# What's Covered

* **Damaged or defective items**
* **Incorrect shipments** (wrong color, model, size, or specifications)
* **Lost packages** (tracking has not updated for 30+ days)
* **Change-of-mind returns** within 7 days of delivery (your customer covers return shipping)

Not covered: packages that couldn't be delivered because the customer provided an incorrect address, and unclaimed packages.

# Damaged, Defective, Or Incorrect Items

### Step 1

Collect evidence from your customer: clear **photos or videos** of the product, and for incorrect shipments also the **shipping label**. Keep a record of your customer's complaint.

### Step 2

Email everything to **support@tradelle.io** within **7 days of the delivery date**. Include the order number so the team can find it quickly.

### Step 3

The support team reviews the evidence and, depending on the case, issues a **partial or full refund** or **reships the product** free of charge. For incorrect shipments, your preference is taken into account.

||| The 7-day window matters. Claims submitted more than 7 days after delivery can't be processed, so ask your customer for evidence as soon as they report a problem.

# Lost Or Stuck Packages

If tracking shows no update for **more than 30 days** during delivery, contact support and Tradelle will issue a **full refund**.

If your tracking number appears invalid and shows no shipping status at all, reach out to support first. The team will get the correct tracking information from the carrier before treating the package as lost.

# Change-Of-Mind Returns

If your customer simply doesn't like the product, a return is still possible within **7 days of delivery**:

1. Contact **support@tradelle.io** to open a return case.
2. Support provides the correct return address. Tradelle operates return warehouses in the USA, UK, and Germany, and the exact address depends on the product.
3. Your customer ships the item back at their own cost.
4. Once the return arrives and is processed, your refund is issued.

|| Always wait for the return address from support. Don't ship returns to an address from a previous case, as return addresses vary by product and can change monthly.

# Don't Forget: Refund Your Customer In Shopify

A refund from Tradelle goes to **you**, not to your customer. To refund your customer, open your Shopify admin, go to **Orders**, select the order, and use **Refund**.