Consultants' Customer Service to Their Customers

Consultants are responsible for providing support and services to their customers, excluding those who purchase through the Consultants’ replicated websites (see Section 4.12 Consultant Support and Responsibilities to Retail Customers).  A Consultant’s customer service should include but is not limited to:

• Promptly shipping out orders to customers. 
• Replacing damaged items. 
• Refunding the customer if the situation warrants it.   

Paparazzi recommends that all customer orders include a tracking number. 

If there is a dispute between a customer and a Consultant pertaining to the purchase or receipt of Accessories, the Consultant is responsible for providing proof that the Accessories were shipped and delivered to the customer. A Consultant’s failure to provide customer service is considered a violation of the Policies and Procedures. Section 5.21 Fraudulent Behavior states in pertinent part, “Consultants and the hostesses they work with are obligated to work in an ethical, fair, and honest manner.” 

If Compliance determines that a Consultant has failed to provide adequate customer service to a customer, the Consultant will be required to follow any instructions given by Compliance to resolve the customer’s concern. To ensure optimum customer service, Paparazzi discourages Consultants from adopting an “all sales are final” policy.

Paparazzi recommends that the Consultants’ customer service policies mirror Paparazzi’s policies.