Fulfillment Policy For Stripe Transactions

Brand825, LLC
Last updated: 6/10/2025

Overview

This Fulfillment Policy applies to all ecommerce transactions processed through Brand825’s platform onbehalf of our clients. This policy supplements and works in conjunction with our Terms and Conditions and governs the fulfillment process for physical and digital products sold through our client stores.

Important Note: Brand825, LLC acts as the payment processor and platform provider for our clients’ ecommerce operations. While we facilitate transactions through Stripe, the actual products and services are provided by our individual clients (merchants). Each transaction clearly identifies the specific merchant/client responsible for fulfillment.

Definitions

  • “Client/Merchant” refers to Brand825’s business clients who sell products through our ecommerce platform.

  • “Customer” refers to end-users who purchase products from our clients through our platform.

  • “Products” include both physical goods and digital products/services offered by our clients.

  • “Fulfillment” refers to the complete process from order confirmation to product delivery.

FULFILLMENT RESPONSIBILITIES

Brand825’s Role

  • Process payments securely through Stripe.

  • Provide order management system and customer notifications.
  • Facilitate communication between customers and merchants.
  • Maintain transaction records and provide customer support for payment-related issues.
  • Ensure compliance with payment card industry standards.

Client/Merchant Responsibilities

  • Maintain accurate product inventory and descriptions.
  • Fulfill orders within stated timeframes.

  • Handle product-specific customer service inquiries.

  • Process returns, exchanges, and refunds according to their individual policies.

  • Provide tracking information for shipped items.

  • Ensure product quality and legal compliance.

CUSTOMER COMMUNICATION

Order Updates

  • Order confirmations, shipping notifications, and delivery updates are handled by the respective Brand825 client/merchant.

  • Each client maintains their own customer communication standards and timelines.

  • Brand825 provides the technical infrastructure to facilitate these communications.

  • Proactive communication for any delays or issues is the responsibility of the fulfilling merchant.

Customer Support

  • Payment Issues: Handled directly by Brand825 support team.
  • Product Questions: Directed to appropriate merchant.
  • General Inquiries: Initial response within 24 business hours.
  • Urgent Issues: Escalated to merchant within 4 business hours.

Contact Information:

RETURNS AND REFUNDS

Return Policy Framework

  • Return Window: Typically 14-30 days from delivery (varies by merchant).
  • Return Process: Customers must contact merchant directly for return authorization.
  • Refund Processing: 5-10 business days after approved return received.

Refund Processing

  • Refunds processed through original payment method via Stripe.
  • Brand825 facilitates refund processing but merchants authorize refunds.
  • Partial refunds available for damaged or partially returned orders.

Dispute Resolution

  • Initial disputes handled through merchant’s customer service.
  • Escalated issues may be mediated by Brand825.
  • Chargeback protection provided through Stripe for qualifying transactions.

  • All dispute resolution follows Tennessee state law as specified in our Terms and Conditions.

QUALITY ASSURANCE

Product Standards

  • All merchants must provide accurate product descriptions.
  • Images must accurately represent actual products.
  • Prohibited items clearly defined and enforced.
  • Regular merchant compliance reviews conducted.

Inventory Management

  • Real-time inventory updates required from merchants.

  • Automated out-of-stock notifications.

  • Backorder handling procedures established.

  • Oversell protection mechanisms in place.

COMPLIANCE AND LEGAL

Regulatory Compliance

  • All transactions comply with applicable federal, state, and local laws.

  • Age verification required for age-restricted products.

  • Proper tax collection and remittance handled per jurisdiction.

  • International trade compliance for cross-border transactions.

Data Protection

  • Customer payment information secured through Stripe’s PCI-compliant infrastructure.

  • Personal data handled according to our Privacy Policy.

  • Order information shared only with fulfilling merchant.

  • Data retention policies align with legal requirements and business needs.

Liability and Disclaimers

  • Product liability remains with the originating merchant.

  • Brand825’s liability limited to payment processing issues.

  • Force majeure provisions apply to fulfillment delays beyond reasonable control.

  • Limitations of liability as specified in main Terms and Conditions.

STRIPE-SPECIFIC REQUIREMENTS

Transaction Transparency

  • Clear merchant identification on all payment pages.

  • Detailed order confirmations with itemized charges.

  • Transparent shipping and tax calculations.

  • Clear refund and return policy links at checkout.

Dispute Management

  • Prompt response to Stripe dispute notifications.
  • Evidence gathering and submission for chargeback defense.

  • Proactive customer communication to resolve issues before disputes.

  • Compliance with Stripe’s dispute response timeframes.

Prohibited Transactions

  • Adherence to Stripe’s Prohibited Business List.
  • Regular monitoring for compliance violations.
  • Immediate suspension of non-compliant merchant accounts.
  • Clear escalation procedures for policy violations.

POLICY UPDATES AND AMENDMENTS

This Fulfillment Policy may be updated periodically to reflect changes in business practices, legal requirements, or Stripe’s terms of service. Material changes will be communicated to merchants and posted on our website with updated effective dates.

Continued use of our platform constitutes acceptance of any policy updates. For questions about this policy or specific fulfillment issues, please contact our support team.

INTEGRATION WITH TERMS AND CONDITIONS

This Fulfillment Policy is incorporated by reference into Brand825’s Terms and Conditions available at https://brand825.com/terms-and-conditions. In case of any conflicts between this policy and the main Terms and Conditions, the Terms and Conditions shall prevail.

All dispute resolution procedures, governing law (Tennessee), arbitration requirements, and limitation of liability provisions from the main Terms and Conditions apply to fulfillment-related disputes.

Contact Information:

Brand825, LLC
386 Childe Harolds Circle
Brentwood, TN 37027
United States
Phone: (615) 873-5777
Email: getanswers@brand825.com

This policy was specifically designed to comply with Stripe’s merchant requirements and integrate seamlessly with Brand825’s existing Terms and Conditions.