Cancellations
NTWRK operates under an All Sales Final Policy that can be found here. All sales on NTWRK are final sale. Address updates, cancellations, exchanges, and returns are typically not supported. Unauthorized or disputed charges may however be subject to cancellation.
Updates to your cancellation, return and/or exchange policies can be done prior to, or shortly after your show time. Prior to every show, the NTWRK Customer Service team will reach out to you to request your internal policies. Once recorded, we will enforce your updated policies.
If you need to cancel an order and issue a refund, for reasons such as low inventory, please reach out to sellers@thentwrk.com and we would be happy to issue a refund and notify the customer.
In some scenarios, NTWRK reserves the right to request a cancelation on behalf of a customer. The NTWRK team will reach out to your customer service contact email to request the cancelation so make sure to check your email frequently.
Returns
NTWRK recommends that you supply a return label for damaged or incorrectly received products. For standard returns, you may issue return labels or have the customer resend the product at their own expense.
Damaged or Incorrect Products
If a customer received a damaged or incorrect product, NTWRK will first collect images of the product received before CC’ing your team. NTWRK’s policy on damaged products can be found here. If the imagery clearly depicts a damaged or incorrect product, the NTWRK team will CC your customer support contact directly onto the ticket. We request a response within 48 hours for all escalations to your team. Once your team reviews the images, please support the customer directly with an accommodation. If you would like support in relaying this information to customers, please email sellers@thentwrk.com.
Return Policy
NTWRK operates under an All Sales Final Policy found here. We like to underpromise and over deliver when it comes to supporting customers. If you typically accept returns, please share your return policy with us and we will gladly enforce your policies. For damaged or incorrect products received, we will support returns. Please see Damaged or Incorrect Products section for more info.
Unauthorized Charges
If you come across an order that you suspect is fraudulent, please reach out to the NTWRK customer service team at sellers@thentwrk.com. All payments are processed through an external platform and are vetted for security. If a charge is truly fraudulent, we may need to issue a cancellation or refund.
Disputed Charges
NTWRK files evidence for all fulfilled orders placed on the NTWRK application. If a charge has not been populated with tracking, there is a high probability that a dispute will end in a loss. As a result, all unfulfilled orders in a disputed status will usually be accepted and we will request your team not fufill the order.
If a customer reports a charge as fraudulent to your team, please contact sellers@thentwrk.com, and consult the Reporting Fraud section of this article.
Reporting Fraud
If you are concerned or if an order is reported fraudulent to your team, please reach out to NTWRK customer support at sellers@thentwrk.com. All disputes will be handled by the NTWRK team and if an order is reported as fraudulent, it may be subject to cancelation. All payment is handled by the NTWRK team and we properly vet all payments for fraud.