Sometimes, stuff happens. And because stuff happens, we wanted to make sure both our buyers and sellers have the tools they need to come to fair outcomes.
If you encounter any issue with your order -- the seller is late to ship, the shipment is lost, the order arrives damaged, or anything of that nature, the power to resolve the issue is in your hands.
To help come to a fair resolution for all parties involved, we've compiled a list of some suggestions and tips for order disputes.
Your order has shipped, but is delayed
During times like these, it is SUPER important to be patient when waiting for your order to arrive. As a result of the coronavirus situation around the world, mail and parcel couriers of every sort are experiencing significant delays, mostly due to widespread airline cancellations and various travel restrictions.
This is especially the case for orders shipped from cross-border transactions, say from the United States to Spain or even from Canada to the US. Many international orders are taking up to three months to arrive, so we would ask that you please be patient while these delays occur. For a majority of these cases, your package will continue shipping as normal, it's just going to take longer than usual for it to arrive.
Your order hasn't shipped, or is significantly delayed
Here are the 3 steps -
- Check the seller's estimated shipping timeframe within your order confirmation email. If you're still in the suggested timeframe, please be patient and give the seller a chance.
- If you are outside the seller's shipping timeframe, kindly reach out to the seller via our private messaging system to confirm shipment date. If the seller is communicative over private message, then we recommend waiting an additional week before taking further action.
- If it has been more than two weeks since you placed that order, and the seller has either become unresponsive or never responded, it's time to consider filing a PayPal dispute. You can file a dispute in the PayPal Resolution Center using a web browser.
You have 180 days from the transaction date to initiate a PayPal dispute.
Please remember that filing disputes will cost the seller extra money as PayPal charges $15 for these disputes. To be fair to both parties, please try to work things out between yourselves before taking further action.
Your order arrives damaged or different as listed
There are usually two ways to resolve these cases -
- Sellers will offer a partial refund to account for the damage, and the buyer keeps the item
- The buyer returns the item to the seller for a full refund.
It is up to the buyer and seller to decide what would work best for them in the end, including who will pay for the return shipping. To help streamline the resolution, contact the seller via our private messaging system. Please include photos of the item and the shipping box that it arrived in. This will help the seller in the future if they decide to file an insurance claim with the post office.
As a rule of thumb for all of these cases, please always try contacting the seller before filing any sort of PayPal dispute or Chargeback.