How do I respond to a customer review?
Open Reviews from the sidebar, find the review under the “Needs response” tab, and type your reply in the box beneath it. Replies post publicly under your store name on the product page, so keep them professional.
A customer says their order arrived damaged. What do I do?
Ask them to start a claim through the returns portal or email support@quenbyhome.com with their order number and a photo of the damage. Support inspects the claim and issues a replacement or a refund to the customer’s original payment method. Customers do not need to ship a damaged item back before a refund is approved.
How are refunds paid out?
Refunds always go back to the original payment method the customer used at checkout, normally within 3–5 business days of the return being received or the claim being approved. We don’t send refunds to a different card or account than the one used on the order.
When do I get paid for my sales?
Payouts run weekly by ACH transfer to the bank account listed under Settings → Payouts, less the platform fee. You can see the next scheduled payout and pending balance on that page.
Can I add another person to help manage the store?
Yes. Additional staff logins are managed from Settings. Each person gets their own sign-in, and you can limit what they can see.