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# Dissatisfaction, Return of Items, and Refund Process

${color}[#28416b](**Reporting a problem during in-person collection**)

If you notice that the item received does not match its description or the photos in the listing, it is crucial to report the issue immediately during the in-person collection. If a hidden defect is discovered after the collection, you must contact the seller through the platform's integrated messaging system to explain the situation.

||| It is important to keep in mind that the items sold on the platform are second-hand and may show minor signs of wear. However, if the item has major undisclosed defects, it is recommended to provide a detailed description of the issue. Include photos to support your claim. This will facilitate discussions with the seller to find a solution, whether it's an exchange or a partial or full refund.

${color}[#28416b](**Information to include in the refund request**)

If hidden defects are discovered later, here’s the information to include in your message to the seller via the order’s messaging system to ensure your request is processed quickly:

* Description of the issue: Provide a detailed explanation of the defects or problems with the item, including photos if possible.
* Desired solution: Indicate whether you are requesting a partial refund, a full refund, or another arrangement.
* Availability for return: Mention your availability for returning the items, specifying a time slot for collection if necessary.

These details will help the seller better understand the situation and process your request efficiently.

${color}[#28416b](**Refund process: Steps and responsibilities**)

If a refund is accepted, whether partial or full, here are the steps to ensure a smooth process:

**Returning the items:** You will need to return the relevant items to the seller. This return can be arranged through an agreed-upon method with the seller.

**Using the collection code:** When returning the items, the seller will use your collection code to update the order status to "Partially collected" or "Not collected", depending on the items involved.

**Seller validation:** The seller must provide the following information:

* The reason for the dispute.
* Whether a refund (partial or full) is necessary.
* The items involved in the refund.
* The refund amount.
* The condition of the returned items and whether they can be resold on the platform.

**Refund confirmation:** Once all this information is validated, the refund is processed, and you will receive an email notification confirming the operation.