Providing Timely Information to Elexbig

Timely information means responding quickly and completely when Elexbig requests details about an order. This helps us resolve customer queries efficiently and keeps your orders moving forward.

• Estimated time of arrival (ETA) updates for delayed or backordered items
• Notification of stock shortages or inventory issues
• Photographs of products, packaging, or shipping evidence

Quick response target: Aim to provide requested information within 24 hours to keep orders moving smoothly and maintain positive vendor ratings.

When items are delayed or waiting for restock, we may ask you for an updated ETA so we can keep the customer informed.

1. Be realistic with your timeline, factor in supplier lead times and courier delays
2. Consider worst-case scenarios rather than best-case ones
3. Communicate immediately if the ETA changes again
4. Include any relevant context (e.g., "Supplier has confirmed shipment by Friday")

Pro tip: Giving customers overly optimistic ETAs often leads to disappointment and refund requests. It's better to under-promise and over-deliver.

If a product is out of stock or unavailable, provide Elexbig with clear details so we can advise the customer on next steps.

• Whether the item will be restocked, and when
• If a substitution or alternative product is available
• If the order needs to be cancelled
• Any other relevant context about the stock situation

Important: Failing to notify Elexbig of stock shortages can result in automatic cancellations and negative impacts on your vendor performance score.

Elexbig may request photographs in certain situations to help resolve customer queries or disputes.

• Verifying packaging quality before dispatch
• Confirming product condition before shipment
• Supporting claims of damage or loss in transit
• Investigating product discrepancies or customer complaints

• Use clear, well-lit images (natural light works best)
• Include order numbers or labels in the photo where possible
• Provide multiple angles if showing damage or defects
• Ensure images are in focus and high enough resolution
• Take photos before parcels leave your premises

Pro tip: Create a standard process for photographing shipments before dispatch. This reduces disputes and gives you ready-made evidence if an issue arises.

Here's what happens when Elexbig requests information from you:

1. Customer raises a query or issue about their order
2. Elexbig reviews the enquiry and determines what information is needed
3. Elexbig contacts you via the vendor portal requesting supporting details
4. You provide ETAs, stock updates, photos, or other requested information
5. Elexbig uses this information to respond to the customer and resolve the issue

Note: If you do not provide information within the requested timeframe, Elexbig may resolve the issue in the customer's favour without your input. This could include issuing refunds or cancelling orders.

Providing timely, accurate information helps everyone:

• Faster resolution of customer queries and concerns
• Fewer disputes and escalations that require intervention
• Protection of your vendor rating and marketplace reputation
• Better customer experience leading to more positive reviews
• Reduced cancellations and refund requests
• Stronger relationship with the Elexbig team

"The quicker vendors share accurate information, the quicker Elexbig can reassure customers and protect the sale."

How fast should I respond to Elexbig's requests?

Ideally within 24 hours. Faster responses mean faster resolutions and fewer cancellations. Delayed responses may result in automatic refunds to the customer.

No, only when Elexbig specifically requests them. However, having photos ready often speeds up the resolution process and can protect you from unfair claims.

Provide your best estimate and explain the situation clearly (e.g., "Supplier confirms restock expected in 3 weeks"). Update Elexbig as soon as you receive firmer details.

Remember: Customers are generally understanding if they're kept informed, silence causes frustration.

Elexbig may cancel the order on your behalf, issue refunds to the customer, and record the failure against your vendor account. Repeated failures can impact your performance rating and marketplace standing.

No. All communication must go through Elexbig. You provide the details in the vendor portal, and Elexbig communicates with the customer on your behalf.

Policy reminder: Direct customer contact outside the platform breaches Elexbig policy and can result in penalties or account suspension.

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