- Is this legal advice?
- No. It’s general information based on the Government’s guidance for businesses, with links so you can check. For anything big or going to the Disputes Tribunal, talk to a lawyer or your association.
- What if I don’t have the customer’s message in writing?
- Type what they said in your own words. A sentence or two is enough, and it’ll ask for anything it needs.
- Does it know my returns policy?
- Yes. Type your policy in once, such as exchanges within 14 days with a receipt, and it uses it for change-of-mind returns. Your policy can give more than the law, but not less.
- Does it work for Trade Me sellers?
- Yes, if you’re in trade. A private person clearing out the garage isn’t covered by the same rules, and it’ll tell you so.
- Does it send the reply for me?
- No. You read it, change what you like and send it yourself, by email, on Trade Me or across the counter.
- What happens to the customer’s details?
- Your complaints are kept so you can find them again, for 12 months, and you can delete them at any time. We don’t use them for anything else.
- How much is it?
- $39 a month. The first 7 days are free and no card is needed. Cancel at any time. It’s sold to businesses only.
Where the rules come from
From the Government’s guidance for businesses on consumerprotection.govt.nz and business.govt.nz, summed up in our own words and linked on every answer so you can check. This is general information, not legal advice. fairreply.shop isn’t a government service.
Who it’s for
Small shops and online sellers in New Zealand, including Trade Me sellers in trade. It’s for businesses, not for the public.
Monday’s list
Every Monday morning, an email with the complaints still open, how long each has waited, and any product that’s come up more than once. Nothing is sent if there’s nothing open.
It’s on your side too
You don’t owe a refund for a change of mind, for damage they caused, or for a fault they knew about, and it says so, politely.