Who Handles Customer Support for Orders From My Online Store?

When you sell books through your own connected online store, your customer is purchasing from you, not directly from Bookvault.

This means you remain the main point of contact for your customer if they have a question or problem with their order.

Should my customer contact Bookvault directly?

No.

If an order was placed through your Shopify, WooCommerce, Wix, Payhip or other connected store, your customer should contact you using the support or contact details provided on your website.

You can then contact Bookvault where required to resolve any fulfilment issue.

What if the book arrives damaged or faulty?

If your customer reports a damaged or faulty book, ask them to provide the information you need to identify the problem.

For a manufacturing issue, this may include clear photos showing the fault.

You can then contact Bookvault with the relevant order details so the issue can be reviewed and an appropriate resolution arranged.

What if my customer wants to return the book?

Returns for reasons such as a change of mind are handled according to your own store's returns policy.

Bookvault doesn't accept direct change-of-mind returns from customers who purchased through your website.

What if the order is late or hasn't arrived?

Your customer should contact you first.

You can check the order and tracking information through your Bookvault account and contact Bookvault Support if further investigation is required.

Will Bookvault contact my customer directly?

Normally, no.

Bookvault fulfils the order on your behalf, while the customer relationship remains between you and your customer.

Dispatch and tracking information is sent back to your connected store where available, allowing you to keep your customer updated through your own website and notifications.