Resolving a dispute with your seller.
In the unlikely event that you purchase an item but it never arrives; you did not authorise the purchase, or your order arrives but turns out different, we’ll help you resolve it and get your money back.
1
If there’s a problem file a dispute in our Resolution Center.
2
Provide information about the issue, communicate with the seller to resolve the problem and close the dispute.
3
If it can’t be resolved, escalate it to a claim and we’ll step in to investigate and gather additional information before reaching a decision.
4
The money will be refunded to you if the claim is decided in your favour.
Here’s what you can do.
- Check your item delivery status using the tracking number or contact the seller’s customer service. Sometimes unexpected delays happen due to weather conditions or customs issues
- Make sure that the suspicious activity you observe isn’t from a family member using your account without your knowledge, or from a recurring payment such as a monthly subscription
- Provide the details about the issue to help us decide on the best solution to resolve it
Every purchase matters.
Shop with peace of mind with our Buyer Protection policy. We will refund the full amount, if an eligible item doesn’t show up or shows up significantly different than described.
More about Buyer Protection