Return & Defect Policy

Overview

AccomPath coordinates every order with its vendor network from purchase through delivery and installation. This policy explains how delivery problems, damaged or defective items, and similar issues are handled, and what to expect along the way. It applies to orders placed through the Partner Portal.

Issue Types We Handle

AccomPath’s fulfillment team tracks and resolves the following issue types on every order:

• Delivery delayed;
• An item marked delivered that the recipient reports never arrived;
• A damaged item;
• A defective item;
• A missing part; and
• A wrong item received.

Each is worked as a formal issue against the order, coordinated with the relevant vendor, rather than left to inconsistent case-by-case handling.

How to Report an Issue

Issues are reported through the Partner Portal, on the thread for the specific order, by the ordering user who placed it — not directly by the recipient to the vendor. Reporting through the order thread keeps the issue attached to the correct order, pricing, and shipping record, and gives AccomPath’s team the context needed to act quickly. If a recipient notices a problem, they should tell the ordering user so it can be logged against the order.

What Happens Next

Once an issue is logged, AccomPath’s fulfillment team reviews it and opens the appropriate case with the vendor: reporting the delay, requesting a replacement part, or arranging a return of a damaged or incorrect item. The organization sees a simplified status on the order (for example, “issue reported,” “replacement requested,” “replacement shipped,” or “resolved”) while the detailed back-and-forth with the vendor is handled internally by AccomPath.

Replacements and Refunds

Where a vendor confirms a defect, damage in transit, a missing part, or a wrong shipment, AccomPath coordinates a replacement shipment as the default resolution. Where a replacement is not available or not appropriate, we coordinate a refund or credit with the vendor and apply it to the order’s billing record. AccomPath manages this coordination on the organization’s behalf rather than requiring the organization or recipient to negotiate directly with the vendor.

Timelines

Resolution timelines are vendor-dependent — a missing part may ship within days, while a damaged large item may require a freight carrier’s own claims process. AccomPath will share the timeline the vendor provides as soon as it is available and update the order status as the issue progresses. We do not control vendor timelines and cannot guarantee a fixed resolution date, but we do not consider an issue closed until it is genuinely resolved.

No Direct Returns to Recipients

Recipients should not attempt to return, ship back, or resolve a delivery issue directly with a vendor. All returns and defect issues are coordinated by AccomPath so that the correct order, pricing, and vendor account are used, and so the organization retains an accurate record of what happened. An item sent back outside this process can result in delays or complications AccomPath is not able to resolve.

Contact Us

General questions about this policy can be sent to info@accompath.com. Specific order issues should always be reported on the order itself in the Partner Portal so they are properly tracked.