I am a drop ship seller - what do I do if my customer has a problem with a TheOneMall product that I sold to him?
If you are drop-shipping, any product returns (and all the communications) will have to be handled through you, because you are TheOneMall’s customer. In fact it is probably in your interests for the customer not to know about TheOneMall and deal directly with you, for reasons of safeguarding your business.
In practice, it is possible for you to discuss any return issue with us, and provide our return code and address to your customer. Then they can post a faulty item back to us in China and we can ship the replacement directly to them, without you having to handle any products. Obviously this is the most suitable solution when your customers are in different countries.
In terms of customer support and technical support for devices, the responsibility rests with the vendor, i.e. You if you are drop-shipping. We will of course provide as much help to you as we can, and with technical questions it may simply be a matter of relaying our information to your customers