What if my shipment was lost?
If your shipment exceeds typical transit times and has not updated tracking information for several days, we recommend that you take the following actions; 1. N...
What if I can't fulfill an order?
If you can't fulfill and order, please immediately cancel the fulfillment of that item on the order page in your dashboard and email vendorsupport@commongoods.c...
Do I get access to customer data?
Customer contact information is currently held by Common Goods to maintain unified customer service across the platform. We are building privacy-compliant data...
What if I run out of stock after an order is placed?
This should be prevented by keeping accurate inventory tracking enabled in your e-commerce integration (see Technical section). If a stock discrepancy does occu...
What is my escalation responsibility?
Maintain an up-to-date customer service email in your merchant profile. When we escalate a case to you, you must respond within 4 business hours during Monday&n...
Who handles customer service?
Common Goods manages all first-line customer service so you don’t have to monitor an additional inbox day-to-day. We handle: order status inquiries; track...