PERNAMA Store – orders, delivery and returns (agent guide)

Summary

This article gives a high‑level view of how orders, delivery and returns work for PERNAMA E‑Marketplace, based on the official Terms & Conditions of Sale and Use. Use it as a quick reference during calls before going into more detailed flows.

When to use this article

• User asks who they are actually buying from (PERNAMA vs Third‑Party Vendor).
• User asks about basic order process, pricing or payment methods.
• User asks general questions about delivery timing or responsibility.
• User asks when and how they can return or get a refund.

Pre‑checks & verification

1. Identify if the item was sold by PERNAMA or a Third‑Party Vendor (check product page / order details).
2. Confirm the **order status** (placed, dispatched, delivered, cancelled).
3. Confirm key details: order ID, item name, order date, delivery address.

1. Who is the customer actually buying from?

• The E‑Marketplace provides a place for sales between Buyer and Merchant (PERNAMA or a Third‑Party Vendor).
• If the item is sold by PERNAMA and the order is accepted, the contract is directly between the Buyer and PERNAMA.
• If the item is sold by a Third‑Party Vendor and that vendor accepts, the contract is between Buyer and that vendor. PERNAMA is not a party to that contract.

2. Orders and pricing (quick view)

• Product information and prices on the site are an invitation to treat – the user makes an offer when placing an order.
• The order becomes a binding contract only when the Merchant issues a **dispatch confirmation**.
• Prices shown include applicable taxes but usually exclude delivery fees.
• If a product is mispriced, the Merchant can cancel the order even after dispatch, but must notify the Buyer.

3. Payment basics

Use this only as a high‑level summary; details depend on the specific payment method and integration.

• Payments are made via methods listed in the E‑Marketplace (cards, online banking, e‑wallets, COD/POD where allowed).
• Payment is generally charged only after the Merchant accepts the order (contract formed).
• For installment or Easy Payment Plans, there are additional conditions (fees, cancellation rules) defined in the full T&Cs.

4. Delivery – what agents should remember

• Delivery is to the address specified by the Buyer in the order.
• Delivery dates are **approximate**; time is generally not of the essence.
• PERNAMA / Merchant is not liable for delays caused by factors outside their control (logistics issues, disasters, etc.).
• If the Merchant fails to deliver within a reasonable time, the Buyer can demand performance again and, if still not completed, terminate the contract for undelivered items and claim limited compensation.

5. Returns and refunds – high level

The detailed rules are in the Return Policy and the Terms & Conditions of Sale. This is the quick call‑handling summary.

• Most non‑perishable goods can be returned according to the applicable Return Policy logo shown on the product page.
• Buyer must initiate returns via the E‑Marketplace (Return Form / support channel) and return within the stated eligibility period.
• Valid reasons typically include: defective/damaged on delivery, wrong item, item not matching description/specs, not fitting (for some fashion items), and other reasons allowed by the policy.
• Perishable goods and some specific categories may not be returnable except for damage on arrival.
• Refunds are usually processed via the **original payment method** (or E‑Marketplace wallet for COD/POD), subject to processing timelines.

6. What to say to the customer

Explaining who is responsible

“You are buying through the PERNAMA E‑Marketplace, but the contract is with the Merchant listed on the product page. For some items that’s PERNAMA, and for others it’s a third‑party vendor. I’ll check who your Merchant is and help you based on their terms.”

Explaining returns in simple terms

“Most items can be returned if they arrive damaged, incorrect, or very different from what was described. The exact rules follow the Return Policy for that product, so I’ll check your order and confirm what applies in your case.”

7. System actions & documentation

• Open the user’s order details and confirm the Merchant (PERNAMA or Third‑Party Vendor).
• Check the product’s Return Policy logo and eligibility window.
• Record in your notes which version of the T&Cs / Return Policy you referred to.
• If needed, create a case/ticket and link the order ID plus a short summary of the user’s issue and what you advised.