The MainStem team and our vendors strive to meet our clients expectations 100% of the time. This means fulfilling 100% of the orders accurately and safely, without damage. However, accidents happen.
If something arrives damaged, or the wrong product has been delivered, MainStem clients have FIVE days* from the date it is delivered to file a claim with our vendors. The below article helps users file a claim.
If you mistakenly ordered a product, or are no longer in need of an ordered product that has been delivered, Mainstem will work with the vendor but the buyer may be responsible for shipping costs and and an additional restocking fee.
*MainStem will make every attempt to help our clients return damaged or wrong products after five days, however, cannot guarantee the vendor will accept the request.
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Navigate To Purchasing
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Click on Purchase Orders
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Select the Original Purchase Order With The Items That Need To Be Returned
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Locate the Vendor and Item
The user can navigate to the vendor level items on the original purchase order. Above the items that were ordered from that vendor, the user will see a Tab that says "Invoice Inquiries." Click into the "Invoice Inquiries" tab
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Click on New Inquiry
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Select the Reason for Invoice Inquiry
Select "Invoice - Return/Refund Request"
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Click On Reason
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Enter The Reason For the Request
The more information the better. For example, if you ordered 12 cases, and only 2 cases are damaged, let the vendor know. Other things you will want to let the vendor know is if you have opened or used any of the products that were delivered, what exactly was wrong, and what the best case scenario for resolution would be. For example, would you like the damaged exchanged, or would you prefer a credit or refund?
*This will open a claim, however, vendors may require photo evidence of damage or packing slip with wrong product information. Make sure to have this handy as the vendor or MainStem will reach out directly for that information.
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Click on Send
