When a buyer reports an issue with an object they received, you’ll be able to review the issue and work with them directly to find a solution.

The case information, supporting evidence, messages and payout status are brought together in one place, making it easier to understand the issue and agree on the right resolution. In many cases, you and the buyer can resolve the issue without needing help from our Customer Support team.

How the process works

1. The buyer reports an issue

The buyer explains what is wrong with the object and uploads relevant photos or other supporting evidence.

2. You receive the case details

You’ll receive the buyer’s explanation and supporting evidence in the message centre. We’ll notify you by email and push notification when it’s available.

The case also includes the expected resolution timeline and relevant information about your payment. This gives you what you need to review the issue and work towards an agreement with the buyer.

3. Discuss a solution with the buyer

Use the case details to discuss the issue and agree on an appropriate solution.

Depending on the situation, this could include:

• Offering a partial refund
• Sending a replacement
• Returning the object*
• Agreeing on another suitable solution

Keep your communication and any agreed resolution on our platform. This helps keep the case clear and gives both you and the buyer a record of what was agreed.

4. Resolve or escalate the case

If you and the buyer agree on a solution, the case can be closed without intervention from our Customer Support team.

If you can’t find a suitable solution together, either of you can escalate the case to our Customer Support team for support.

*If the object needs to be returned, select ‘I need support’ in the case overview. Our Customer Support team will help you start the cancellation process.

What are the benefits?

Resolving issues directly with buyers gives you more control over the experience after a sale.

The new case flow helps you:

• Create a better buyer experience: Resolve issues quickly and positively, helping build trust and encourage buyers to return
• Resolve issues sooner and get paid faster: Work directly with the buyer to find a suitable solution without waiting for Customer Support when support isn’t needed
• Manage cases more easily: Keep the case details, conversation and resolution in one place

What’s expected from sellers?

With more tools to manage issues directly, we expect sellers to take an active role in finding a resolution with buyers.

When you receive a new case:

• Review it promptly
• Communicate constructively and professionally
• Keep discussions and resolutions on our platform
• Work with the buyer to find a fair solution
• Escalate the case only when support is genuinely needed

Responding promptly and working towards a solution can help resolve issues sooner for both you and the buyer.