Your role as the reseller

You are the first line

Your end customer doesn't see Everspring — they see your webshop. When something goes wrong, they come to you. That puts you in a position of trust in two directions: your customer expects you to sort it out, and your supplier trusts you to only pass on claims that are real.

The gatekeeper principle

Before you open a claim with a supplier, verify it yourself. A good reseller:

• Asks the customer for clear photos or a short video.

• Checks the order — was the right product shipped? Was the packaging intact when it arrived?

• Separates "I changed my mind" from "the product has a real defect".

• Reviews the complaint against the supplier's supplementary conditions on their platform page.

If the complaint checks out, submit the claim. If it doesn't, handle it from your own return policy — don't forward everything unfiltered.

AI-generated complaints are rising

More and more end-customer complaints arrive written (and photographed) with AI — longer, more detailed, more "convincing" than real complaints used to be. Some are legitimate. Many aren't. Because an AI-written complaint can sound authoritative, the filter you provide as reseller matters more than ever. Unfiltered claims erode your supplier relationship fast — and hurt the entire network.

When in doubt, ask the customer a follow-up question before you submit a claim. Real complaints tend to hold up under one extra question. AI-generated ones often don't.

Change of mind is yours to handle

Under EU consumer law, buyers have a 14-day right of withdrawal. Living products often fall under the "perishable goods" exception — check your local regulation. Either way, change-of-mind belongs in your webshop's own return policy, not in an Everspring claim.

Starter policy for your webshop

Copy this into your webshop and adapt the wording to your brand:

Plant guarantee. We want you to love your new plant. If it arrives damaged, dead, or unhealthy, contact us within 48 hours with a clear photo — or better, a short video — of the plant and its packaging. We'll arrange a replacement or refund.

Plant care. Every plant ships with a care card. If your plant struggles during its first two weeks, send us photos and a short note on how you've been caring for it. We'll work with you to make it right.

Change of mind. Under EU consumer law you may have a right to return an unopened product within 14 days. Living plants are often excluded under the perishable-goods exception — please review the terms at checkout. If a return is possible, return shipping is the buyer's responsibility and the plant must arrive in resellable condition.

How a customer complaint flows into Everspring

1. Customer contacts you via your webshop.

2. You verify: product issue (Everspring claim) or change of mind (your own policy)?

3. If a claim, you open it in Everspring with the buyer's evidence.

4. Supplier reviews and decides in the platform.

5. Your eWallet is credited. You refund your customer via your webshop.

Good habits

• Respond to the customer the same day — speed beats perfect wording.

• Keep your eWallet healthy so replacements don't stall on funds checks.

• Use Everspring's in-platform messaging for every case — it's your paper trail.

• Read each supplier's page before you list their products so you know the rules in advance.