Important tips for your After-sales requests2020-09-04T08:45:56+00:00

Important tips for your After-sales requests

To ensure a quicker response, we would like to invite you as a dropshipper to read the 10 important points below for a correct email procedure and for reducing the number of unnecessary emails.

Firstly, please check carefully our customer service procedure where we cover most of our after-sales topics step-by-step and make sure you follow it before contacting our customer service. Training is possible upon request to [email protected].

  1. Avoid pushing emails for the tracking number:

All the tracking numbers for the orders and replacements can be found in the ´´ORDER HISTORY´´ tab on The information is updated hourly.

If the time indication is longer than the dispatch time here (note that parcel and pallet are different), then please contact vidaXL CS to check if there is any issue related to your order. Please always include your B2B order number in the subject line.

  1. Check the label active days before contacting vidaXL CS:

This is applied when tracking number only shows the initial scan/status and no updates out of label active days. If it is still in active days, explain to your customer to wait a little longer.

  1. Use the Chat to cancel orders (when tracking number is not generated yet) instead of sending emails.
  1. Ask your customer to refuse the parcel when it is not possible to cancel the order:

If vidaXL CS has confirmed with you that it is not possible to cancel the order, please ask your customer to refuse the parcel upon delivery.

Inform vidaXL CS when tracking number changed to “return to sender” and the refund will be processed.

  1. No full refund out of the cooling-off period:

Only partial refund or full/ partial replacement can be offered once the cooling-off period has passed.

  1. The email should contain the order number, issue description, and expected solution from your customer:

For example, before you request a return with vidaXL CS, make sure you ask your customer for their preference first, either a refund or a replacement.

  1. Pictures for damaged products should be clear and in normal size.
  1. A delivery address is complete when the house number is requested to be filled in. Type “0” if there is no house number.
  1. Avoid sending multiple emails for the same order with the same issue.

Sending this kind of email only makes answers slower.

  1. Send the number of packages, size, and weight if your customer uses their own packages for returning. Any missing information will make the process take longer.


vidaXL uses cookies to provide you a better user experience and more relevant advertisements. These cookies allow us and third parties to track and collect your internet behavior inside and outside our website. By continuing to browse the site, you accept our cookies. Want to know more? View our Privacy and Cookie statement or opt-out. more information

Los ajustes de cookies de esta web están configurados para "permitir cookies" y así ofrecerte la mejor experiencia de navegación posible. Si sigues utilizando esta web sin cambiar tus ajustes de cookies o haces clic en "Aceptar" estarás dando tu consentimiento a esto.