Sometimes stuff happens. And because stuff happens, we want to make sure both our buyers and sellers have the tools they need to arrive at a fair outcome when problems arise.
If you encounter any issue with your purchase—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.
TABLE OF CONTENTS
- Your order has shipped, but is delayed
- Your order hasn't shipped, or is significantly delayed
- Your order arrives damaged or different than listed
- Filing a PayPal Dispute
Your order has shipped, but is delayed
During times like these, it is SUPER important to be patient while 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 within 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.
Your order arrives damaged or different than 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.
Filing a PayPal Dispute
Note: This information was verified against PayPal's policies at time of writing, but please always check with PayPal for the most up-to-date information.
To be fair to both parties, please try to work things out between yourselves before taking further action. Filing a dispute will cost the seller extra money—PayPal charges them $8-16 for each one filed against them.
If it does become necessary to file a PayPal dispute, you can do so in the PayPal Resolution Center using a web browser. You have 180 days from the transaction date to initiate a dispute.
- PayPal only allows a buyer to open one dispute per transaction, so be sure to keep the case open until it is resolved to your satisfaction. Do not close the case before the issue is resolved or you will not be able to receive further help from PayPal.
- If the seller is offering a refund, verify that the amount is correct before accepting it. If you accept a refund for an incorrect or incomplete amount, you will not be able to request another refund through PayPal.