If the buyer has not received the goods paid or received is not the same as in
the composition, he can open a dispute for the order. Once the buyer opens the dispute, we
hold the money until the dispute is resolved. If buyer and seller
unable to agree, the decision will be Flowwow.
From creation to completion
After delivery, the buyer can open a dispute, specifying the desired solution
Florist accepts or rejects the proposed decision of the dispute
Clarification of the problem, the proposal to resolve the dispute occurs in the chat
If the buyer and the contractor do not come to a common decision, Flowwow enters Into the dispute
The solution of the dispute
A gift from the shop
Gift promotional code for any product on flowwow
Delivery of a new bouquet from the shop
The dispute can be closed in favor of the shop-contractor without any compensation to the buyer.
Tips for successful interaction in a dispute
Each one is interested in the decision
Start the conversation without any prejudice and
listen patiently to the other side. Majority
problems arise from misunderstandings and simple
Be constructive and consistent
You need to make it clear that you want to come to
to a mutual decision, the other side wants the same thing.
A manifestation of mutual respect can make a conversation
more productive. A sequence of statements
thoughts will simplify communication.
Support your arguments with facts
Do not forget to attach photos, if required
the reason for the dispute. Photos of the products, screenshots calls
will help understand the cause of the dispute from an objective side, and
come to a common solution.
Focus on solving the problem
Even if you are very upset about the situation — do not let emotions prevail.
Try to understand the opponent's position and take his place. Answer yourself the questions: to make you feel and do, once in place on the other side. What solution would suit you?
Answers to frequently asked questions
How to start dispute
If you are not satisfied with the performance of your order-please click on the link from the SMS message
for the evaluation of the shop fronts. Choose a rating of 1 or 2, write a review. You will be asked
to open a dispute. The dispute can only be opened by the client.
Where to find dispute-chat?
After registration of the dispute you will receive a text message link to the dispute on request. In answering
shop-contractor you will receive a push notification. If in dispute there is no long answer from you, you will come
re-SMS message with a link to the dispute. In case of your failure to reply within 72 hours, the dispute will
automatically closed in favor of the store-contractor.
What will be the decision on the dispute?
The decision on the dispute may be completely different depending on the problem encountered during the
order fulfillment. In the process of a dispute, you and the contractor suggest solutions
arisen problem. If agreement is not obtained, the dispute shall be submitted to
Why doesn't the florist answer me?
When you open a dispute the shop administrator receives a notice of the existence of a new dispute. He also has
there are 72 hours to provide you with an answer. If no reply is received, a decision will be made
When do I get my money back?
Refund takes place within 7 banking days after the relevant decision on the dispute.
What if the client does not respond?
When you open the dispute the customer receives a text message with a link to the dispute. Each time you answer — he receives a push notification. If there is no response from the client for a long time, an SMS is sent to him again with a reference to us spore. If the response from the customer does not within 72 hours, the dispute shall be decided by flowwow.
Do we have an open dispute?
To view all open disputes — please go to the "FW florist" in the chat section. At the top you will have a separate tab "Disputes". It shows all current disputes on your account.
You can also check for open disputes in the web version: in the reviews and my messages section.
Where to find the dispute?
Please go to the "FW florist" app in the chats section. At the top you will have a separate tab "Disputes". It shows all current disputes on your account.
Also in the web version, in the "My messages" section, disputes are available to you.
When will the money be returned to the client?
When deciding on a refund dispute, a refund transaction occurs. If the customer paid by credit card, the term of receipt of funds is from 1 to 14 banking days, depending on the work of the Bank of the customer. Most often, the refund occurs within the first three working days. The refund is made through the payment system on the flowwow side.
If the client paid in cash upon receipt, the refund is made by you yourself.
If the client paid by Bank transfer for legal entities-the funds can be immediately returned to him for a Deposit in the personal account on flowwow or refund procedure. The refund period is from 1 to 14 banking days.