How do refunds work for consumers?

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When a trade occurs within the Community Grocery Store (CGS) platform, there is a 7-day maximum window where refunds and negotiations can be conducted using the app. During this period, CGS temporarily holds the funds before releasing them to the grower. If a refund request falls outside this 7-day window, consumers must engage directly with the grower outside the app to resolve the issue.

Important: The fees charged by the app for initiating the transaction are non-refundable. These fees cover the app’s role in connecting consumers and growers and facilitating the transaction.

How do I request a refund?
  1. Navigate to your order:
    • Locate the specific order in the app that you’re requesting a refund for.
  2. Request the refund:
    • Use the app’s interface to initiate a refund request from the grower.
  3. Chat and negotiate:
    • A chat session will be set up between you and the grower to negotiate the terms of the refund.
  4. Provide evidence if required:
    • For refunds related to quality issues, you must upload photos showing the problems with the produce.
What happens if my refund is related to a quality issue?
  1. If you provide photos of substandard or damaged produce, the CGS team will review the evidence.
  2. Refunds for verified quality issues will be automatically approved
  3. Note: You must accept the refund in the app to receive it in your account. If the refund is not accepted and the 7-day window expires, the refund is forfeited, and you will need to contact the grower directly.
What if the grower disputes the refund?

If the grower believes the refund request is invalid and maintains that the produce was of acceptable quality, they have the right to:

  • Dispute the refund request:
    • This can be done within the app during the chat negotiation, where a CGS team member will be involved with handling the refund.
  • Ban the consumer:
    • If deemed necessary, the grower can ban further transactions with the consumer’s account.
How are consumer and grower rights protected?
  • Consumer Rights:
    • Consumers are protected by the ability to negotiate refunds and provide evidence for quality-related issues. Verified quality issues are resolved automatically by the CGS team.
  • Grower Rights:
    • Growers are protected from potentially troublesome consumers through the ability to ban accounts that frequently initiate unwarranted refund requests.