Merchant Refund & Reimbursement Policy and Procedures

At Vivino, we strive to balance customer satisfaction, merchant fairness, and operational efficiency. Below, you'll find a clear overview of how we handle refunds, reimbursements, and order-related issues, ensuring transparency in our policies.

General Refund Guidelines

Refunds are only possible for orders where payment has been captured. This means an order must be in a "Shipped" or "Refunded" status. This approach ensures that payments are properly processed before making any financial adjustments, preventing discrepancies in transactions.

• Partial Refunds: Applied when only some items in an order need compensation, allowing merchants to manage stock efficiently while still ensuring customer satisfaction; or when promotional discounts/coupons are applied after the purchase was made.

• Full Refunds: Granted for entire orders when necessary to resolve significant issues in a fair and timely manner.

• Refund Timeframe: Refunds are processed to the original payment method within 5-7 business days, depending on the financial institution, ensuring smooth financial reconciliation for both customers and merchants.

Refund Scenarios & Responsibilities

Order Issues Leading to Refunds

1. Wrong Wine or Vintage Received

   • If the wrong wine or vintage was shipped without customer approval, the merchant is responsible for the replacement. This protects the integrity of the marketplace and ensures customers receive what they intended to purchase.

   • If the customer agrees to keep the wine, a price adjustment may be offered. This allows flexibility while maintaining a good customer experience.

2. Missing Items

   • If a package arrives with missing bottles due to packing errors, the merchant is responsible for resolving the issue. This ensures accountability and encourages careful order fulfillment.

   • Reshipment or a refund may be offered based on customer preference, fostering trust in our platform.

3. Damaged Wine (Broken Bottles, Cooked, or Corked Wine)

   • Broken Bottles: If a package arrives with broken bottles, the merchant must initiate a claim with the carrier. Refunds or reshipments are issued accordingly. This approach ensures that responsibility is shared appropriately between merchants and carriers.

   • Cooked Wine: If exposed to high temperatures and spoiled, a refund or store credit will be provided. This policy ensures quality control and maintains Vivino’s reputation.

   • Corked Wine: If a bottle is affected by cork taint, a refund or replacement will be arranged. This guarantees that customers receive a product that meets their expectations.

4. Delivery Issues

   • If an order is lost in transit or delivered to the wrong address, a refund or reshipment is processed. This is essential for maintaining customer confidence and ensuring our logistics partners are reliable.

   • If a package is returned due to a customer refusing delivery, shipping costs may be deducted from the refund. This balances fairness between customers and merchants, preventing unnecessary losses.

5. Customer Dislikes the Wine

   • In some markets, customers can request a refund or return if they dislike the wine. This is a good faith policy that encourages customers to explore new wines without hesitation.

   • Returns may be accepted within 14 days if the wine remains unopened, ensuring that merchants are not unfairly impacted by customer preferences.

Merchant Reimbursements

Vivino ensures fair reimbursement to merchants in cases where compensation is necessary, balancing risk management and financial responsibility.

Scenarios Where Merchants May Be Reimbursed

1. Additional Shipping Fees: If a reshipment is required due to an issue caused by Vivino or the customer, shipping fees may be reimbursed. However, if the issue originates from the carrier, the reshipment costs remain the merchant's responsibility, and they should handle claims directly with the carrier. When requesting compensation for additional shipping costs, the merchant must provide the carrier's invoice as proof of the incurred expense.

2. Fraudulent Orders: If a fraud case is confirmed and results in a chargeback, reimbursement is considered to protect merchants from financial losses due to fraudulent activities. For merchants outside of Stripe Magnum, Vivino will only cover fraud-related losses if the merchant has implemented anti-fraud measures such as Stripe Radar and 3D Secure. These measures help prevent fraudulent transactions, ensuring a more secure marketplace for all parties.

3. Damaged in Transit: If a dispute with the carrier is unsuccessful, Vivino may reimburse the merchant for losses, ensuring fairness in situations where the merchant has no recourse.

4. SKU Matching Errors: If an incorrect wine listing leads to a wrong product being shipped, reimbursement will only be provided if Vivino is found to be at fault. The determination of fault is conducted by Vivino’s SODA (Seller Onboarding & Data) team after a thorough investigation. Merchants are expected to be responsive to SODA’s inquiries and emails to ensure a timely resolution. Lack of cooperation may result in delays or denials of reimbursement. Additionally, merchants must collaborate with any necessary returns or collections related to SKU match errors. Compensation for returns will be processed based on the investigation results and predefined agreements.

5. Agent Error: If a Vivino representative mistakenly processes a refund incorrectly, reimbursement will be issued to the merchant, ensuring that errors made on our end do not financially burden merchants.

6. Corked or Cooked Wine Refunds: If a customer receives corked or cooked wine and a refund is issued, the merchant will also be reimbursed for the same amount. This ensures that merchants are not unfairly penalized for product defects beyond their control while maintaining customer trust and satisfaction.

Reimbursement Process

• Merchants must submit a claim with supporting documentation to ensure a transparent review process.

• Approved reimbursements are issued as a credit memo on the monthly invoice, maintaining financial clarity and consistency.

• All reimbursements must align with Vivino’s terms and conditions to ensure fairness and prevent abuse.

Why These Policies Benefit Everyone

Vivino’s refund and reimbursement policies are designed to create a fair and transparent ecosystem where merchants, customers, and Vivino all benefit.

• For Customers: A structured refund process ensures confidence in purchases, encouraging repeat business and positive experiences.

• For Merchants: Clear policies provide guidance on handling issues efficiently while ensuring they are protected from unnecessary losses.

• For Vivino: A consistent approach to refunds and reimbursements strengthens the marketplace’s reputation, driving growth and sustainability.

Next Steps for Merchants

• If an issue arises, merchants should communicate with their Vivino Merchant Coordinator.

• Ensure accurate data updates to prevent errors in listings and avoid refund scenarios.

For further inquiries, please contact Vivino’s Merchant Support Team.