Disputes: emergence and resolution
1. Possibility to open a dispute
If the buyer wishes to return an item, obtain a refund or otherwise notify the seller of a problem with their order on the marketplace, the first thing they should do is contact the seller directly via the “Help with Ordering” link.
Every seller is required to fill in the Returns, Shipping and Sales Terms and Conditions in their shop.
To deal with returns and refunds, and you must regularly respond to messages, including order help messages, from your buyers. If the buyer has requested help through the “Order Help” link and you are unable to resolve the problem together within 48 hours, the buyer may open what is known as a “Dispute”. The buyer can notify the marketplace that there is a problem with his order that he has not been able to resolve with the seller, and we will help resolve the dispute between the buyer and the seller. This may include, but is not limited to, automatically closing the case and refunding the buyer or further reviewing the case to help the buyer and seller work together to resolve the problem.
The buyer also has the right to open a dispute via a payment system such as PayPal or his bank.
A) To open a dispute, the order must meet the following criteria:
– The order must be within the allowable timeframe for opening a dispute, based on the estimated delivery date of the order (if applicable) or the processing time and the “ship before” date.
– The buyer has reported the problem with the order to the seller via the “Order Help” link and requests that the problem be resolved.
B) The problem with the order for which the buyer wishes to open a Dispute meets the following definitions of non-delivery or non-descriptiveness.
Non-delivery occurs when the buyer places an order but does not receive the product . Non-delivery includes cases where:
There is no proof that the goods have been sent to the buyer.
The goods have been sent to an address that is not on the order.
The goods are at the customs office, with no indication of a delivery date.
The digital product cannot be downloaded.
We do not hold sellers responsible for delivery delays or errors if the seller can prove that they have sent the goods on time to the address stated in the order.
If a Non-Delivery Dispute has been closed regarding your shop and you have proof that the goods were sent on time to the address specified in your order, please contact us .
If the item has been shipped and has a tracking number, you can contact the shipping company directly to open a claim.
-It does not match the description
An item is not as described if the buyer can demonstrate (through photographs or other documentation) that it differs significantly from the seller’s description and photographs.
Here are some examples of cases that are not described:
-The item received differs in colour, model, version or size,
-The item has a different design or material,
-The seller failed to report that the item is damaged or missing parts,
-The buyer has received the wrong quantity of goods (for example, the buyer bought three goods and received only two),
-The item was advertised as authentic but is not authentic,
-The condition of the item is misrepresented (e.g., the item is described as new but used).
Incidents that do not match the description may also be recorded due to delayed delivery. An order may be considered overdue for delivery if:
-The item(s) was ordered on a specific date or event.
-The item(s) becomes worthless after that date.
-The seller has not dispatched the item(s) in accordance with their processing time or the date agreed upon in the communications.
If the item(s) are significantly similar to the seller’s description and photos, then this case will not be a Dispute for not matching the description.
3. Your responsibilities as a seller
If a buyer contacts you asking for help with an order, you should work with them to resolve the problem. Failure to resolve the problem of an order that does not match the description or non-delivery within 48 hours after the buyer notifies you may result in the problem being referred to the administration of the marketplace or the payment system by opening a Dispute.
Once a Dispute has been opened, the Marketplace Administration will resolve and close the Dispute automatically on your behalf.
Please note that after a Dispute has been opened, the Marketplace Administration reserves the right to resolve the Dispute on your behalf, including but not limited to a refund to the customer and a refund from your account.
The Dispute may be closed automatically in the following cases:
-Order tracking information shows that the parcel has been delivered to the address stated in the order (for non-delivery cases only).
-The buyer closes the Dispute if he is satisfied with the solution.
– The buyer receives a full refund through the payment system.
In some cases the marketplace administration may require further investigation to resolve the Dispute. Each Dispute must remain open until a resolution is reached. If you are contacted by the Marketplace administration to provide further information on any open case, you must respond within 2 calendar days. Please refer to our Seller Protection Policy for further information.
To resolve a non-delivery case, you may be asked to provide proof of shipment. Proof of despatch must show that the item was sent to the address specified by the buyer when purchasing the item.
Proof of dispatch can be:
-Scanned copy of the delivery confirmation or dispatch information.
-A tracking number and/or tracking information showing that the parcel has been delivered to the buyer.
Administration of the marketplace does not hold the sellers responsible for delays or delivery errors if the seller can prove that he sent the goods on time to the address specified in the order.
In the event that a Dispute regarding non-delivery has been closed with respect to your shop and you have proof that the goods were sent on time to the address specified in your order, please contact us.
To resolve the problem that does not match the description, you may be asked to provide additional information to the administration of the marketplace to show that the item was correctly described in the list.
The administration of the marketplace reserves the right to resolve the problem with the order prior to the 48-hour window for circumstances including but not limited to seller inaction, harassment, refusal of service, manipulation and undermining the integrity of the case system.
We may close or resolve a Dispute for lack of participation by either party.
We may reopen a previously closed Dispute to further investigate tracking issues or other aspects of the dispute. In the unlikely event the matter remains unresolved for more than 180 days, this is considered a delay in delivery and the only acceptable solution is a full refund.
To preserve the integrity of the Dispute system, you cannot encourage or require the buyer to close the Dispute as a condition of dispute resolution.
4. Ineligible Disputes and Transactions
Certain Disputes and Transactions are not eligible under the Prejudgment System, including:
-Items that have been damaged by the transport company (if properly packaged by the seller).
-Items that have been altered, used, worn, washed or discarded after receipt.
-Items received after the agreed delivery date due to a delay in delivery.
-Items that are returned without a return agreement.
-Items that are accurately described but do not meet the buyer’s expectations.
-Items purchased in person.
-Items prohibited for sale on the marketplace , including services and intangible goods.
5. Fines for completed disputes
If your dispute was closed in favor of the buyer (dispute opened through the payment system), then the seller will be charged a fine of 25 euros per dispute.
If the Buyer has opened a dispute through the payment system or their bank, the administration of the Marketplace will attempt to assist in the resolution of the dispute but will not be able to influence the verdict.
Last update: January 1, 2024