At OCSAPP, we back every purchase made through our platform - and we use our own delivery network (Livreur Central) to make returns and refunds faster and fairer, for buyers, sellers, and suppliers alike.
Marché Central, Acheteur Central. For individual buyers purchasing retail goods.
View Track A ↓Fournisseur Central, Entreprise Centrale. For registered businesses purchasing wholesale or distribution goods.
View Track B ↓Determine your track by which portal your order was placed through. If you're unsure, contact support@ocsapp.ca and we'll confirm.
You have 14 days from the date of delivery to request a return or refund. Sellers may offer a longer window, never a shorter one.
To qualify for a return, the item must be:
Returns on OCSAPP are validated using our own logistics data, not manual review:
For defective, damaged, or incorrect items, we offer an immediate exchange via the same Livreur Central pickup/drop-off run, before presenting a cash refund. If an identical replacement isn't available, you'll get a full refund automatically.
Once your return is photographed and verified (or approved without physical return - see A9), OCSAPP issues your refund within five (5) business days, to the payment method you used. How long it then takes to reach you depends on that method:
| Refund method | When you receive it |
|---|---|
| PayPal | Usually the same day in your PayPal balance. If PayPal returns the money to a bank account or a card, PayPal's and your bank's delays apply and can be longer. |
| Credit/debit card (coming soon) | Usually 5 to 10 business days, depending on your bank |
| Interac e-Transfer (coming soon) | The timing will be published here before Interac is offered |
| OCSAPP store credit | Instant |
Every order carries data at two points: the pickup photo taken by the driver at the vendor (packer ID, timestamp, the package's condition the moment the driver takes possession - the baseline), and proof of delivery captured at your door (signature or photo). When a return is flagged as defective, damaged, or incorrect, our system compares these two data points to automatically determine whether the issue originated with the vendor (already present in the pickup photo, before the driver ever left) or in transit (absent from the pickup photo, but present at delivery).
For low-cost items where the cost of dispatching a driver for reverse pickup exceeds the item's value, OCSAPP may issue an immediate refund without requiring the item back. You'll be notified at the time of approval if your return qualifies for this - there's nothing extra you need to do, and you keep the item.
This policy is designed to meet or exceed the minimums set by the Loi sur la protection du consommateur. Where any provision of this policy conflicts with that law or another applicable consumer protection statute, the law prevails.
Email: support@ocsapp.ca
Phone: 438-817-8551
Hours: Mon–Sat · 9am – 6pm
If you have a concern about an order or a return, contact OCSAPP support first (A11); we will try to resolve it directly.
Track B governs orders placed by registered businesses through Fournisseur Central (B2B suppliers/wholesale) and Entreprise Centrale (enterprise procurement/distribution). Quebec consumer protection law (P-40.1) does not apply to Track B transactions - these are governed by the commercial terms below and, where applicable, a signed distribution or supply agreement between the parties. Where a signed agreement exists and conflicts with this policy, the signed agreement governs.
Businesses have 48 hours from delivery to report shortages, damage, or incorrect items on a given shipment or purchase order. Because B2B orders typically feed directly into a buyer's own operations (retail shelves, kitchens, distribution), claims are handled on a shipment/PO basis rather than a per-item consumer return.
Change-of-mind returns are not available on Track B; B2B orders are treated as final at time of dispatch except where this policy provides otherwise (defect, damage, shortage, or incorrect fulfillment).
To keep claims fast and disputes minimal, both pickup and delivery are documented automatically:
This two-sided photo record is what allows automated fault allocation (B6) instead of a manual back-and-forth investigation.
Using the packer ID, dispatch photo, and delivery photo described in B3, the system determines fault as follows:
Where a claim is determined to be vendor-caused, the corresponding value is automatically deducted from that vendor's next pending payout cycle rather than invoiced separately. Vendors can see itemized chargeback detail in their Fournisseur Central dashboard, including the claim reference, PO, and photo evidence used to determine fault. Vendors may dispute a chargeback within 5 business days by submitting counter-evidence through the same dashboard; disputed chargebacks are held (not reversed) pending OCSAPP review. Dynamic chargebacks apply only to shipments and purchase orders picked up after OCSAPP has put photo capture at pickup and delivery into service for business orders.
Email: support@ocsapp.ca
Phone: 438-817-8551
Hours: Mon–Sat · 9am – 6pm
Dedicated account manager (Entreprise Centrale clients only): as assigned at onboarding
The parties will first attempt to resolve any dispute related to a claim through good-faith negotiation. If unresolved within 30 days, the dispute may be submitted to the courts of the judicial district of Montréal, Québec, to whose exclusive jurisdiction the parties submit - except where a signed distribution or supply agreement between the parties provides otherwise, which governs in the event of conflict (see the Track B introduction above).
Our team is here to help, regardless of which track applies to your situation.
