Policy for PrintBase & PrintHub's sellers

ShopBase, PrintBase, and PrintHub are three services developed by OpenCommerce Group, in which:

ShopBase is an e-commerce platform that allows everyone to set up stores to sell online. Sellers can freely select their own order fulfillment, payment gateway, and customer support services.
PrintBase is an all-in-one Print-on-demand e-commerce platform that provides Sellers with online stores, payment gateways, customer support, and order fulfillment services. When using PrintBase, Sellers do not have to deal with Buyers. Once the Seller sets up a campaign and receives an order, PrintBase's operations team will process the order and work directly with the Buyer.
PrintHub is a POD order fulfillment service (receiving, printing, packaging, and shipping orders) for Sellers on ShopBase and other platforms. When using PrintHub, Sellers will be solely responsible for customer care and payment provider management. ShopBase operations team will only handle order processing.

1. PrintBase Policy

1.1. PrintBase Policy

The Buyer can update order information (product variant, address) or cancel the order within 6 hours of the order created time. If the Buyer's order updates alter the Seller's profit, PrintBase will calculate the pricing difference to collect from or refund to the Seller. The modification details will be automatically updated and displayed on the order details page.
For canceled orders, the reimbursements/non-reimbursements for the Sellers will be made in accordance with the Policy for PrintBase 's Sellers and the order status.
If a Buyer files a claim for an order, Sellers or PrintBase shall be held responsible, subject to Policy for PrintBase's Sellers.

1.2. Qualifying cases in which a Seller’s order profit is not deducted and PrintBase assumes responsibility

Once an order has been fulfilled, PrintBase will directly contact the Buyer and partially or fully refund the Buyer (if necessarily) without deducting the Seller’s order profit in the following cases:

Orders that are not successfully delivered after 45 business days following the order's placement date.
Orders in which a Buyer files a claim in regards to product quality (defective goods, obvious differences in color/style/size) not as stated in the order confirmation. The claim is submitted within 07 business days after the order delivery date recorded on the tracking number.
Orders that are canceled due to restricted ship-to regions. Notice has not been previously sent to the Seller.
Orders with out-of-stock item(s). The Buyer agrees to keep the order and wait for restock. However, PrintBase cannot restock after 14 days and must cancel the order.

1.3. Cases in which order profit is deducted

Order profit will be deducted in the following cases (the deducted amount will be charged directly to the PrintBase Balance. If the Balance is negative, the amount will be directly charged to the credit card linked to the PrintBase Balance):

Orders that are canceled upon the Buyer’s request (within 6 hours since order placement).
Order that cannot be processed because Buyers completed the order payment on the checkout page, but the transaction failed.
Orders that are canceled due to a high risk of fraud.
Orders that are canceled because the product violated copyrighted images that the Seller could not prove their right to use.
Orders with out-of-stock items (and the Buyer does not want to keep order and wait for restock).
Orders canceled due to restricted ship-to regions. PrintBase previously notified to the Seller.
Orders that cannot be processed due to the wrong shipping address provided by the Buyer and PrintBase cannot contact the Buyer to obtain the correct information, or at the time of contact, the Buyer refused to provide information and requested an order cancelation.
Orders that cannot be processed due to a force majeure, such as natural disasters, disease outbreaks, production materials are out-of-stocks, customs clearance cannot be completed, shipping units cannot transport orders, etc and the Buyer does not agree to hold the order and wait for it to be able to process.
Orders that are claimed due to the following reasons:
- The Seller provides inaccurate information about the products to the Buyer.
- On advertisements and product pages, the Seller uses product/order information that does not meet PrintBase ’s standards, or uses the outdated information after PrintBase has updated the new standards, causing misleading product/order information.
- The Seller uses a product artwork/mockup that does not meet PrintBase ’s standards, or uses the outdated artwork/mockup after PrintBase has updated the new standards, resulting in a poor quality, defective, or not-as-advertised product.
- The Seller provides product artwork that contains typos and grammatical mistakes to PrintBase, resulting in a poor quality, defective, or not-as-advertised product.
- The Seller uses material-imitating effects that do not accurately reflect the actual material and quality of the product.
- When a chargeback request is submitted on the payment gateway attributed to the fault of the Seller, the Seller will be temporarily charged a certain amount and will be deducted from PrintBase Balance to process the request. The charged amount includes the chargeback fee required by the payment gateway, and order-related costs (depending on the order status). If the chargeback is won by PrintBase, the whole charged amount is refunded to the Seller.
The Seller requests a refund to the Buyer and the Seller's profit is deducted; or other cases due to the Seller's subjective error.

Note: Reimbursements for canceled PrintBase orders can be found here.

2. PrintHub Policy

2.1. Order processing

Normally, orders will be processed immediately after successful payment. Therefore, Sellers should limit changing order information after payment. In case it is necessary to change order information, please contact PrintHub and PrintHub will confirm the changes that can be made depending on the order status at that time.
If the Seller does not request a hold/cancel before the order is automatically paid (0:00 & 12:00 UTC daily) orders on PrintHub will be paid and processed.
In cases that PrintHub is unable to provide a tracking number after 15 business days from the date the order is paid (except in cases where the order cannot be processed and PrintHub has notified the Seller, the Seller may receive a refund 10% of the order value and the order will continue to be processed; or cancel the order and receive a 100% refund of the order value.
In case an order is out of stock, PrintHub will notify the Seller by email/chat, and will cancel the order and refund the Seller.
In case the orders cannot be processed or shipped due to the wrong shipping addresses, PrintHub will notify the Seller via email or live chat to obtain the accurate shipping information. If the Seller fails to provide accurate information or requests an order cancelation, PrintHub will cancel the order and refund the remaining cost of the order after deducting any arising costs for the Seller.
In cases where an order was canceled due to restricted ship-to regions, PrintHub will notify the Seller via email or LiveChat. The order will be canceled and the Seller will receive a refund for the order.
In case the order cannot be processed or shipped because the product violates copyrighted images that the Seller cannot prove their right to use, PrintHub will cancel the order and refund the remaining cost of the order after deducting costs incurred by the Seller, depending on order status.

2.2. Order shipping

In case the order has a problem with the tracking number (inactive, not updated,...), PrintHub will work with the supplier to update the tracking number or notify the current status of the order to the Customer. sell.
If the order has not been successfully shipped after 45 business days from the date the order is paid, PrintHub will send a new product to the Buyer; or refund 100% of the order value to the Seller.
Tracking number shows successful/unsuccessful delivery and Buyer reports not receiving goods:
- If the cause is an incorrect or incomplete address, an absent recipient, a refused or stolen package, the Seller may pay an additional fee to return the item to the Buyer, PrintHub is not responsible for this case.
- If the Buyer has provided the correct address but PrintHub's operations team mishandled it, or the error was caused by the local service provider (with written confirmation from the local service provider), PrintHub will send the product new to the Buyer or refund 100% of the order value to the Seller.
- If the Buyer has provided the correct shipping address, and PrintHub accurately fulfilled the order (the address printed on the Shipping label matches with the Buyer’s provided address): PrintHub will provide the contact information of the shipping carrier(s) so that the Buyer can contact them directly.
In case the order cannot be shipped due to force majeure reasons such as natural disasters, epidemics, customs procedures, etc. PrintHub will contact the Seller to notify the specific status and agree on a plan to handle the order. row.

2.3. Complaints about orders

PrintHub shall not hold any responsibility for orders containing items violating the DMCA. PrintHub will not refund the order value (including base cost and shipping fee) in the following cases:
- The Buyer cannot receive orders because the package is held/stuck in customs due to copyright infringement;
- The Buyer files a claim for the order regarding product copyrights;
- The copyright owner files a claim of copyright infringement.
Within 07 business days from the date the order is delivered shown on the tracking number, if the Buyer has a complaint about the order (the product is incomplete, there are obvious discrepancies in color/design/size, ...) compared to order confirmation, Seller needs to provide full order information and supporting evidence images to PrintHub. If the error is due to PrintHub, PrintHub will send a new product to the Buyer, refund a part or 100% of the order value to the Seller, depending on the specific condition of the product.
PrintHub has the right to refuse a request to process a complaint for the following reasons:
- The advertising information about the product/order on the Seller's store does not match PrintHub's information.
- Subjective reasons from the Buyer such as: The product is damaged by the Buyer during/after opening the goods, ordering the wrong product,...

Note: Understand PlusHub and PrintHub's claim handling process

3. Notes

If you need further support or information, please contact ShopBase via live chat channels or email us at [email protected].
In complicated cases, Seller and ShopBase can negotiate to come up with the optimal solution at that time.
The term Order value in this policy includes the original price of the product (base cost) and shipping fee (shipping fee) made on PrintBase/PrintHub's system.
List of restricted ship-to countries/regions for PrintHub & PrintBase products.
For orders with products that need uploading design, please refer to this article.