How to Handle Refund Requests or Order Cancellations on OrientDig
At OrientDig, we understand that sometimes orders don't work out as planned. Whether you've received damaged goods, incorrect items, or simply changed your mind about a purchase, our streamlined refund process ensures your concerns are addressed promptly and fairly.
Step-by-Step Guide to Requesting a Refund
Step 1: Access Customer Service Channels
Navigate to the "Support" section in your OrientDig account dashboard or visit our Contact Us
Step 2: Open a Case for Your Concern
Click "Open New Case" and select "Refund Request" or "Order Cancellation" from the dropdown menu. Provide your order number and the reason for your request in the description field.
- Order Cancellation:
- Refund Request:
Step 3: Provide Clear Documentation
Upload relevant evidence to support your case:
- Photos of damaged products or incorrect items
- Screenshots of order details
- Communication history with the seller (if applicable)
Step 4: Track Your Case Status
Once submitted, you'll receive a case reference number. Use this to track progress through your account dashboard. Our team typically responds within 24-48 hours.
Best Practices for Documenting Your Communication
Be Specific in Your Description
Clearly state what resolution you're seeking and provide a detailed timeline of events. For example: "Order #12345 received on March 15 with broken ceramic vase. Seeking full refund of $45.99."
Keep All Communication in One Thread
Avoid starting multiple cases for the same issue. Reply to the original case thread whenever you need to add information or check status updates.
Include Visual Evidence When Possible
Photographs and screenshots are powerful evidence. Make sure they're clear, well-lit, and show the issue prominently.
Record Important Dates and Times
Note when you contacted customer service, when responses were received, and any important deadlines mentioned.
Important Refund Policy Information
- Orders cancelled before shipping are eligible for 100% refund
- Refunds for returned items are processed within 5-7 business days after we receive the returned merchandise
- Digital products may have different refund eligibility - check product-specific terms
- Shipping fees are non-refundable unless the error was on our part
Our customer service team is committed to resolving your concerns fairly and efficiently. By following these guidelines for opening cases and documenting communication, you help us assist you more effectively. If you have any questions about the process, don't hesitate to reach out to our support team.
Need Immediate Assistance?
Email: [email protected]
Phone: 1-800-ORIENTDIG
Live Chat: Available in your account dashboard during business hours