When an order is delivered as indicated by the tracking number, the customer has 7 days to set the status of the order as received or open a dispute. If the customer sets the order as received, the manufacturer will receive payment to their Treatstock account shortly thereafter. If the customer opens a dispute, our moderation team will investigate the matter to determine the most appropriate outcome for all parties involved.
In the instance that the customer does not set the status of the order as received, nor opens a dispute within the 7-day waiting period, we will assume that the customer is satisfied and the status of the order will be set to completed after the 7-day waiting period has elapsed.
If an order is shipped without a tracking number, and the customer does not set the status of the order as received, we will assume domestic shipping times to be 30 days and international shipping times to be 45 days. We will then allow a further 7 days after we deem that the parcel has been delivered for the customer to set it as received or open a dispute. Provided there is no open dispute after the waiting periods have passed, the manufacturer will receive payment to their Treatstock account.
We suggest that all manufacturers ship orders with tracking numbers, as it is easier to establish the date of delivery, which means that the dispute period is initiated sooner and manufacturers receive payment without any unnecessary delays.
If you produced an order from our API partner, the payment process will be different. All orders from our API partners are subject to a 21-day waiting period which begins on the day the order was delivered. Provided there is no open dispute by the customer, you will receive payment to your Treatstock account after the 21-day waiting period has passed. However, if the customer leaves a star rating of 3 or more for the quality of the order before the 21-day waiting period has elapsed, we will assume that the customer is satisfied, and the status of the order will be set to completed and the manufacturer will receive payment to their Treatstock account shortly thereafter.
For orders where pick up is chosen, the customer has 7 days to collect their order after the results have been approved by our moderation team. If the customer does not pick up their order within 7 days, we will set the order as completed and the manufacturer will receive payment on that day. We do ask, however, that manufacturers store the order in a safe and secure place until the customer collects their order.