GoDefy > Help > Report A Merchant
Have faith in people
One of the 10 Commitments we make to you is, "We are committed to offering products and services from professional and upstanding authors and companies."
We have faith that people in general are good, especially those within the internet community. It is unfortunate, but ocassionally someone lets us down. If this has happened to you... STOP! Don't panic. Don't get upset. Calm down. Take a deep breath... and breath out. Repeat until calm. Now have you considered that could there be a perfectly good explanation for the delay?
Have you given the merchant every chance to respond?
Before you submit a formal complaint, please make sure you have given the merchant every chance to respond. So, what is a reasonable time period? We would say at least 4-5 business days, excluding weekends and bank holidays.
Maybe your email ended up in email heaven
Always resend your email, just in case your first email was redirected or trashed by one of the many spam filters emails have to pass through these days to get to the recipient's mail box. Then wait another couple more days for a reply.
Maybe your email was accidently deleted
Another possible reason for the lack of response from a merchant could be because they accidently deleted your email. It does happen! We've done it a few times ourselves. We get so many emails, sometimes it's difficult to tell the legitimate ones from the spam. All it takes is one accidental click of the mouse button and whoosh, it's gone!
Maybe the merchant is located in a different time zone
Not all merchants are based within the United States. Many are based overseas, so there may be time zone differences and (non-US) bank holidays that could delay a response.
Maybe the merchant is ill
Most online merchants are "solo businesses", run by one person; the owner. They are human too. Like the rest of us, they require sleep, days off, and holidays. So do not expect them to be working weekends, or bank holidays. They also fall ill. Without anyone to help the merchants, there's no one to respond to your emails until they recover, which could mean a wait of several days.
Patience is a virtue
So, slow down... be patient. Be calm. We now live in a world of instant gratification. But we forget that people are humans, not robots. They cannot work 24/7. Do you? So, please do give people the benefit of the doubt. After all, what is the rush?
We will do our best to help you
If you do come across a merchant who won't respond to your requests for help, or give a legitimate refund, and you have given them every chance to respond, then please let us know using the form below. We will do our best to help you, without charge of course. If we are unable to get a satisfactory conclusion in a timely manner, without a valid explanation, we will take action against the merchant, like remove their products and services from the GoDefy website. This way other GoDefy users won't have to go through the pain you went through.
Please note
We can only help GoDefy Members who have clicked through to a merchant's website, via a link in the GoDefy website, and went onto purchase a product or service. If you made a purchase as a result of a referral in another website, newsletter, or ebook, please contact the respective author for help. Thank you for your understanding. In addition, we can only help you ask a merchant for a refund, if you're still within the money-back guarantee period. Thank you for your understanding.
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