Overview

When you sell products through Lulu Direct, you are the seller and the primary point of contact for your customers. Lulu Direct Customer Support provides business-to-business (B2B) support to you, and you are responsible for providing customer support to your customers.


TABLE OF CONTENTS


Customer Contact Requirements

If your customer has a question about an order, experiences a production or shipping issue, or receives a defective product, they should contact you first.


As the seller, you are responsible for communicating with your customer and, when necessary, submitting a support request to Lulu Direct on their behalf. Our support team can work with you to investigate the issue and determine the appropriate resolution.


Important: You must provide your customers with a clear way to contact your business for order support. Without a clear customer support channel, customers may be unable to determine who to contact about their order, which can lead to confusion or payment disputes.

If a customer contacts Lulu Direct directly about an order placed through your store, we will refer them back to your business for assistance.


Seller & Lulu Responsibilities

Seller

Lulu

Sell Products through your website using buy buttons.

Provide a platform to publish finalized book files to sell via buy buttons.

Set your own retail prices and collect payment from your customers through Stripe.

Produce orders after payment is received from you.

Ensure all book files provided to Lulu are reviewed, proofed, and corrected in advance of sale.

Print book as-is, using the files the user provides.

Provide customer service and respond to customer questions or issues about orders. Create support tickets on behalf of your customers and resolve them together with Lulu.

Provide customer service to the seller. Resolve seller order issues, provide guidance, and answer customer support related questions.

Communicate order updates, production and delivery estimates, and tracking information to your customers, when necessary.

Provide estimated ship dates and shipment tracking information to the seller once an order ships.

Handle customer requests such as refunds or returns according to your store policies.

Replace or refund orders that contain verified print or manufacturing defects caused by Lulu, according to Lulu's policies.

Maintain your own customer support channels (such as an email address or contact form).

Maintain the Lulu Direct Platform and fulfillment services.


Procedures for Customer Questions and Complaints

If your customer contacts you about an issue with their order, please gather the relevant order information before contacting Lulu Direct. This helps our support team investigate the issue efficiently.


Depending on the situation, we may ask you to provide information such as the Lulu order number, customer information, photographs of a defective book, or other details about the issue.


Lulu Direct Support works directly with the seller to resolve these issues. We do not provide direct customer support to your customers.


If your customer reports a printing or manufacturing defect, contact Lulu Direct Support so we can review the order and determine the appropriate resolution.


If Lulu confirms that the issue resulted from a print or manufacturing defect, we may replace the affected order in accordance with our policies.


Shipping and Delivery Issues

If an order does not arrive within the expected delivery timeframe or your customer reports a shipping issue, you should contact Lulu Direct Support on the customer's behalf.


Lulu provides estimated production and delivery times, but these estimates are not guaranteed. Shipping times can also vary based on the destination, shipping method, carrier, and other circumstances outside of Lulu's control.


As the seller, you should communicate relevant order and shipping updates to your customer and contact Lulu Direct when additional assistance is needed.