---
title: "Returns and complaints: who is responsible, and how does it work?"
description: A return or complaint is part of selling. As a seller, you are the first point of contact, and our support team is there for you seven days a week.
url: https://recordflower.com/blog/retouren-en-klachten-wie-is-verantwoordelijk-en-hoe-werkt-het
lang: en
author: Recordflower
published: 2026-02-17
updated: 2026-10-15
---

# Returns and complaints: who is responsible, and how does it work?

A return or complaint is part of selling. As a seller, you are the first point of contact, and our support team is there for you seven days a week.

A return or complaint is part of selling. At RecordFlower, it's clear who is responsible for what, so you and your buyers know where you stand.

## You are the first point of contact

For a complaint or return request, the buyer contacts you as the seller. You handle it: you respond to the buyer, offer a solution, and process a return if needed. You sell under your own brand and your own terms.

## Communicate your return policy upfront

Through your webshop, you make your own return policy known. Buyers then know upfront where they stand, which prevents misunderstandings later. Clarity upfront reduces complaints.

## Support when you're stuck

Run into a difficult case, and our support team is there for you, seven days a week. You're not on your own.

## What this means for you

Returns and complaints are manageable as long as responsibilities are clear. You direct your customer contact; RecordFlower supports you where needed. Questions? Our support team is available seven days a week at recordflower.com.