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Shipping & Orders Tracking -Sellers

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Tracking & Shipping Policy

How Shipping and Tracking Work on EirMed Fertility

At EirMed Fertility, each seller (vendor) is responsible for managing and fulfilling their own orders—including shipping and tracking. Below you’ll find details about how this works for both shoppers and vendors.

Policies

Who Handles Shipping?

All products listed and sold on EirMed Fertility are shipped directly by the vendors  who listed it. Each vendor is responsible for processing, packaging, and shipping their own products.

This means:

  • Vendors store their own inventory
  • Vendors are responsible for packaging and dispatching products
  • Vendors select their own shipping carriers and rates
  • Vendors must provide tracking information to customers
  • Vendors handle any shipping-related customer inquiries

For more assistance you can email us at vendordispute@eirmedltd.com

Vendor Return & Refund Policy

(For Sellers on EirMed Fertility Marketplace)

As a vendor on EirMed Fertility, you are required to follow this return and refund policy to ensure a consistent and trustworthy customer experience across the platform.

1. Required Return Policy

You must accept returns and issue a full refund (including original shipping) if:

  • The product is damaged during shipping

  • The customer received the wrong item

  • The product is defective, expired, or not as described

You are responsible for all return shipping costs in these cases.

2. Optional Return Policy (At Vendor’s Discretion)

You may choose to accept returns for reasons such as:

  • Customer changed their mind

  • Customer ordered the wrong item

  • Customer is unsatisfied with the product

If you allow these types of returns:

  • You may require the customer to pay return shipping

  • You must still respond and process the return professionally

We encourage flexibility, but your return terms should be clearly stated in each product listing.

3. Return Window

All return requests must be:

  • Submitted by the customer within 7 days of delivery

  • Responded to by you within 3-5 business days

After approving a return:

  • The customer must return the item within 7 days

  • You must process the refund within 3-5 business days of receiving the returned item

4. Non-Returnable Products

The following items may be listed as non-returnable, provided it is clearly stated in your product listing:

  • Opened supplements or ingestibles

  • Personal hygiene or intimate-use products

  • Custom, made-to-order, or personalized items

  • Any product marked “final sale” or “non-returnable”

Important: Products cannot be marked as non-returnable just to avoid responsibility for shipping errors or damaged items.

 5. Refund Process

Once a return is accepted and the item is received in acceptable condition:

  • Refund must be issued using the same method the customer used to pay

  • Vendors must update the order status and provide confirmation to the customer

  • If using PayPal or Stripe via EirMed, refunds should be issued via your seller dashboard

Learn more about return & refunds

Tracking & Communication

Once an order is shipped, vendors must:

  • Upload tracking information to the customer’s account

  • Notify the customer via email or dashboard update

  • Keep the customer informed about any delays

 

Communication Standards

  • You must reply to return or refund messages within 3 business days

  • Failure to respond in a timely manner may result in EirMed intervening on the customer’s behalf

Non-Compliance

Failure to follow this policy may result in:

  • Temporary suspension of your store

  • Withholding of payouts for disputed transactions

  • Permanent removal from the EirMed marketplace

How to Add Tracking Information?

Step-by-Step:

    • Go to your vendor dashboard as usual.

      Login to your Vendor Dashboard

       

  2. Click on “Orders”

    • You’ll see a list of recent orders.

     

  3. Select the Order You Want to Ship

    • Click “View” next to the relevant order.

     

  4. Scroll to the Shipment Tracking Section

    • You’ll see a section titled “Shipment Tracking”  

     

  5. Enter the Details:

    • Carrier: Select from the dropdown (e.g., DHL, FedEx, USPS) or add a custom one.

    • Tracking Number: Paste the tracking number provided by the shipping service.

    • Shipping Date: Select the date the item was shipped.

    • Click “Save” or “Add Tracking”  

     

Mark the Order as Shipped

  • Change the order status to Completed (if applicable).

Once saved, the tracking details will automatically be sent to the customer via email and visible in their account.

How Is Shipping Calculated?

As a vendor on EirMed Fertility, you are responsible for managing the shipping process for the products you list. This includes setting your own shipping rates and coordinating with your preferred shipping or courier service. Below are important guidelines to help you manage your shipping efficiently and professionally.

1. Set Your Shipping Rates

Vendors are responsible for calculating and entering accurate shipping rates for their products. When setting your rates, consider the following:

 

  • Destination of the shipment (local, regional, international)

  • Weight and size of the package

  • Packaging costs

  • Insurance (if applicable)

  • Handling time

 

Be transparent with your shipping fees to build trust with customers and avoid disputes.

2. Choose and Coordinate with Your Shipping Agent

You are responsible for selecting and working with your own shipping or delivery agent. Whether you choose a local courier, a national service, or an international shipping company, it is your responsibility to:

  • Ensure timely and secure delivery of your products

  • Provide tracking information to the customer (if available)

  • Handle any delivery issues or disputes that may arise

 

We recommend establishing a reliable process and relationship with your courier service to ensure customer satisfaction.

3. Communicate Clearly

Make sure your shipping details are clear and up to date on each product listing. If you offer local pickup or special delivery options, state this clearly in your product description or vendor policies.



Shipping Regions

Vendors are responsible for setting and managing their own shipping zones (local, regional, international). Be sure to clearly indicate:

  • Which countries you ship to

  • Any restricted shipping zones

  • Additional customs or import responsibilities (if applicable)

Vendor Responsibilities

Each vendor must:

  1. Clearly list shipping times and fees on all product pages

  2. Ship orders within the timeframe promised

  3. Use reliable shipping carriers and provide tracking details

  4. Ensure products are safely and discreetly packaged

  5. Respond to customer shipping inquiries within 48 hours

  6. Handle lost, delayed, or damaged packages according to your return/refund policy

Local Pickup & Delivery Options

Let buyers in your area collect their orders in person or receive local delivery!

Local Pickup or Delivery Guide

Local Pickup (Free or Paid)

Customers can come to your location to collect their order themselves.

  • You’ll be able to set your pickup address

  • You can provide pickup instructions (e.g., “Call before arriving” or opening hours)

  • You may offer pickup free or charge a small handling fee

Local Delivery

You or someone from your business will deliver the product to the customer’s location.

  • You can set a flat rate for delivery (e.g., $5 across Nassau)

  • You’ll be responsible for handling the delivery arrangements directly with the buyer

  • You may offer delivery to specific islands, cities, or areas

Important Note to Vendors

To help avoid delivery or pick-up disputes and ensure a smooth experience for your customers, please provide clear details about your local pickup and delivery options.

Be sure to include:

  • Pickup address and instructions (if applicable)

  • Delivery areas you serve

  • Delivery fee (if any)

  • Estimated delivery time

This information will be shown on your store and checkout page so buyers know what to expect before placing an order.

The more transparent you are, the fewer customer issues you’ll have.

Thank you for helping us build a trusted and reliable marketplace!

 

 

If they do not respond, you can contact us at dispute@eirmedltd.com

How to Manage Local Pickup Orders

If you offer local pickup to customers, follow these steps to ensure a smooth and professional experience.

Step 1: Enable Local Pickup in Your Store

  1. Go to your Vendor Dashboard

  2. Navigate to:

    Settings → Shipping

  3. Select the shipping zone you want to offer local pickup in (e.g., Bahamas, Nassau, etc.)

  4. Enable “Local Pickup” under shipping methods

  5. (Optional) Rename it to something more specific like:

    • “Free Pickup in Nassau”

    • “In-Store Pickup – Bahamas”

     

Add custom pickup instructions for customers, such as:

  • Pickup address

  • Available pickup hours

  • Contact number

Step 2: Process a Local Pickup Order

Once a customer selects local pickup at checkout and places an order:

  1. Go to:

    Vendor Dashboard → Orders

  2. Click View on the order

    • Order Notes

    • Direct email or phone (if available)

      Contact the customer via:

       

  4. Arrange:

    • Pickup date and time

    • Any ID or confirmation needed

    • Payment details (if not prepaid)

     

Step 3: Confirm Pickup and Complete the Order

After the customer picks up the item:

  1. Go back to the order in your dashboard

  2. Change the order status to Completed

  3. Add a note (optional):

    “Item collected on 2025. Confirmed in person.”

 

⚠️ There is no QR code or scan system. You confirm pickup simply by updating the order status.

Payment for Local Pickup

  • Most customers pay online during checkout.

  • If you allow cash on pickup or other payment methods, clearly mention it in:

    • The product description

    • Order messages

    • Pickup instructions

     

Best Practices

  • Always respond quickly to coordinate pickup.

  • Be professional and clear in communication.

  • Only mark the order as completed after the item is collected.

 

How to Process a Refund

Refunds help build trust and protect your reputation.

Here’s how to handle them smoothly on your vendor dashboard.

We understand that sometimes things don’t go as planned. If your customer needs a refund that  he or she ordered, here’s how to process a refund.

When Are Refunds Needed?

A customer may request a refund if:

  • The item is defective, expired, or damaged during delivery

  • The wrong item was sent

  • The order was canceled before shipping or pickup

  • The product never arrived

 

🔔 Reminder: Refund eligibility depends on your return policy and platform guidelines. Always communicate with the customer before issuing a refund. Use policy page.

How to Process a Refund – Step-by-Step

Step 1: Go to the Order

  1. Login to your Vendor Dashboard

  2. Click on “Orders”

  3. Locate and click “View” next to the order in question

 Step 2: Review the Order

  • Confirm whether the item was shipped, picked up, or delivered

  • Check for customer notes or messages requesting a refund

Step 3: Click “Refund”

  1. Scroll to the Order Items section

  2. Click the “Refund” button

  3. Enter the amount to be refunded (partial or full)

  4. Optionally, add a refund reason for your records

  5. Click:

    • “Refund via PayPal” (if payment was made through PayPal and refunds are enabled)

    • Or “Refund Manually” if you’ll handle it outside the system (e.g., cash)

     

⚠️ You can only refund what was paid. You cannot refund more than the total order value.

 Step 4: Update the Order Status

  • After refunding, change the order status to:

    • Refunded (if fully refunded)

    • Or Completed (if part of the order was still fulfilled)

     

 Notify the Customer

It’s good practice to:

  • Leave an order note confirming the refund has been processed

  • Or message the customer directly for transparency

Example message:

“Your refund of $20.00 has been processed. Please allow 3–5 business days for it to reflect depending on your payment method.”

Additional Notes for Vendors

  • Refunds can only be issued for orders you received payment for. If you never received funds (e.g., test orders), you won’t be able to refund through the platform.

  • If you’re using manual payment methods, refund arrangements must be handled between you and the customer directly.

  • Always follow your store’s return and refund policy and clearly state it in your store settings or product descriptions.

 

🛡️ EirMed Seller Protection Guarantee

At EirMed, we’re committed to creating a secure and fair marketplace — not just for buyers, but for vendors too. Our Seller Protection Guarantee is designed to support honest sellers by shielding them from fraudulent claims, chargebacks, and unfair disputes.

What We Guarantee for Sellers

1. Protection from Unjust Refund Claims

We thoroughly review refund and dispute requests. Sellers are protected from:

 

  • False “item not received” claims (with proof of delivery)

  • Claims of damaged goods when adequate packaging and evidence are provided

  • Buyers who attempt to misuse return or refund policies

 

2. Dispute Support & Mediation

If a buyer opens a dispute, our team will:

  • Review communication history, tracking details, and order status
  • Give both parties a chance to respond
  • Work toward a fair resolution based on marketplace guidelines

 

3. Fraud Prevention

We actively monitor and block suspicious buyer behavior to help protect you from scams, excessive refund abuse, or non-payment tactics.

 

4. Chargeback Guidance

If a chargeback occurs, we’ll help you gather supporting documents (e.g., delivery proof, order details) and provide you with instructions to respond through your payment gateway.

What Sellers Must Do to Stay Protected

To qualify for Seller Protection, vendors must:

  • Use valid tracking numbers for all shipped orders

  • Clearly state pickup, delivery, return, and refund policies

  • Respond to customer inquiries within a reasonable time (typically 24–48 hours)

  • Mark orders as completed only after they’ve been shipped, delivered, or picked up

  • Provide clear, honest product descriptions and images

We’ve Got Your Back

Just as we protect our buyers, we stand behind our vendors who operate with honesty and integrity. EirMed is here to ensure you can focus on growing your business — without fear of being taken advantage of.

Shipping Performance

While vendors manage their own shipping, EirMed Fertility monitors shipping performance to ensure a high standard of service.

EirMed Fertility may step in if:

  • A vendor repeatedly ships late

  • Customers report poor service

  • Tracking information is not provided

Poor performance may lead to temporary suspension or removal from the platform.

Summary

Summary for Vendors

You must:

✅ Pack and ship your own orders
✅ Set clear delivery times and fees
✅ Use trackable shipping methods
✅ Communicate with your customers
✅ Handle returns related to shipping issues

Contact Us

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