Resources > Dropship Customer Care Policy

 

Homemakers Dropship Customer Care Policy 

This customer care policy defines vendor responsibilities for supporting customer service activities related to third-party vendor-fulfilled orders sold through Homemakers. All orders are sold under the Homemakers brand, and Homemakers retains ownership of the customer relationship. 

Vendors are expected to operate as an extension of Homemakers’ fulfillment and operations teams and to support timely, accurate resolution of customer issues through structured collaboration. 

 

  1. Customer Care Ownership and Model 

Homemakers is the primary and preferred point of contact for all customer service inquiries related to dropship orders.  

    • Customers are directed to Homemakers for order questions, delivery issues, returns, replacements, and general support. 

    • Homemakers’ Customer Care team will triage, investigate, and manage customer inquiries.  

    • Resolution may require coordination with the vendor, including documentation, root-cause analysis, or corrective action.  

Vendors must not position themselves as the owner of the customer relationship or present alternative service paths that bypass Homemakers.  

 

  1. Vendor Support Responsibilities 

Vendors are responsible for supporting Homemakers’ customer care operations, not for independently servicing customers.  

Vendors must: 

    • Respond to Homemakers’ inquiries within 24 hours  

    • Provide accurate, complete information require to resolve the issue 

    • Meet any response timelines communicated for escalated or time-sensitive matters 

    • Remain engaged until the issue is fully resolved 

High-quality responses are required. Automated acknowledgments or partial replies do not satisfy this requirement.  

 

  1. Issue Types Requiring Vendor Action 

Vendors must be prepared to support resolution for issues including, but not limited to: 

    • Shipment delays or failures 

    • Lost or undelivered packages 

    • Freight damage or defective items  

    • Incorrect or missing items 

    • Return eligibility or disposition questions 

    • Safety, quality, or compliance concerns 

When an issue is determined to be vendor-caused, vendors may be required to support replacement shipments, cost recovery, or other corrective actions in accordance with Homemakers’ policies.  

 

  1. Escalations and Priority Handling 

Certain issues require heightened urgency due to customer impact, regulatory exposure, or brand risk.  

For escalated cases, vendors must: 

    • Respond within the timeline specified by Homemakers (not to exceed 24 hours) 

    • Provide clear facts, supporting documentation, and recommended resolution steps 

    • Cooperate fully until the issue is closed 

Escalations may include repeat failures, delivery breakdowns, customer complaints, or legal/regulatory inquiries.  

 

  1. Direct Customer Contact Guidance  

In the instance that a customer should reach out to a vendor directly regarding their Homemakers Order, we require the following action to be taken. 

Required Supplier Response 

If contacted directly, vendors must: 

    • Acknowledge the customer politely  
    • Reaffirm that Homemakers will assist with the issue 
    • Direct the customer back to Homemakers’ official support channels (see below) 
    • Avoid committing to refunds, replacements, or delivery changes   

Recommended language: 

“Thank you for reaching out. Homemakers manages all customer support for orders placed on their website and will be best equipped to assist you. Please contact Homemakers’ Customer Care directly so they can review your order and coordinate next steps.” 

How to Direct Customers to Homemakers 

Vendors should guide customers to: 

      • Website: https://www.homemakers.com/help-center/ 

Vendors must not provide alternative service paths or resolve issues outside of Homemakers’ workflows.  

 

  1. Prohibited Vendor Actions 

Vendors must not: 

    • Independently resolve customer issues outside of Homemakers’  

    • Issue refunds, credits, or replacements without Homemakers’ approval 

    • Collect or store customer payment and contact information 

    • Direct customers away from Homemakers support 

    • Assign blame to Homemakers, carriers, or systems when communicating with customers 

    • Share internal operational details or policies with customers  

 

  1. Returns, Replacements, and Claims Support 

Vendors must support Homemakers-defined workflows for:  

  • Lost shipment investigations

  • Replacement order fulfillment 

  • Freight damage claims

  • Return authorization and disposition  

This may include providing photos, proof of delivery, investigation findings, or replacement inventory. Vendors may be responsible for costs associated with vendor-caused issues.  

 

  1. Service Standards and Brand Alignment 

All vendor communications – whether with Homemakers, or, in very limited cases, with customers, must be:  

    • Professional and courteous 

    • Clear, factual, and solution-oriented  

    • Timely and responsive 

Vendors are expected to act in a manner consistent with Homemakers’ brand standards and customer experience expectations.  

 

  1. Non-Compliance and Corrective Action 

Failure to comply with this Customer Care Policy may result in: 

  • Cost recovery for vendor-caused failures 

  • Required corrective action plans 

  • Temporary suspension of dropship activity 

  • Termination of the dropship relationship 

 

  1. Policy Updates 

Homemakers may update this policy from time to time. Continued participation in the Homemakers dropship program constitutes acceptance of the most current version.