While SVS automates a lot of the order process for our veterinary customers and makes things as easy as possible, there are a few steps that lie with the clinic in terms of relaying information to end customers.

Check out our guide below to help in answering and processing common order related queries.
What do I do is an order is lost or damaged in transit?
If a customer contacts you about a lost or damaged package, note their details and pass them on to the SVS Customer Service team. The SVS customer Service Team will then arrange to send out a replacement free of charge. No additional charges will be raised for the customer.
What do I do if a customer wants to return their online purchase?
Once a customer gets in touch about wanting to return an online purchase, you are able to accept the return of goods if they are resaleable, and then refund the customer directly (see the next step for refund information).
How do I perform a refund for a customer that ordered online and came instore to receive a refund?
If SVS receives payment on your behalf, when a customer places an order that cannot be fulfilled, you can refund the customer directly and then will receive your credit at the end of the month from SVS. They will also supply you with a credit note of the margin repayment.

If you refund a payment in clinic to your customer Please ensure you collect the goods at the same time and notify SVS. SVS will then arrange to refund the clinic directly and arrange the return of the goods.
What do I do with refunded products?
If you stock these goods in store you can keep the stock and will be paid the margin by SVS at the end of the month.

However, if you do not stock this product in store, you can keep it aside, with the order number and customer details attached for an SVS sales rep to collect, and they will credit you the margin.

If the customer is unable to come instore,they will need to arrange to return the goods to either the clinic or SVS at their own expense (if it is a change of mind return).
Where can I find my customer’s order details?
SVS will update the status of orders made through your website as the workflow progresses. You can find dispatch details, including delivery tracking codes, in the Order section of your Storbie and selecting the relevant order.


If you have any questions about accessing order information, get in touch with Storbie Support, otherwise any assistance required with order fulfilment can be sought from the SVS Customer Service Team.