Dissatisfaction, Return of Items, and Refund Process
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.
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.
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.
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.
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.
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.
Updated on: 18/09/2024
Thank you!