If your buyer has let you know about an issue with their purchase and you can’t resolve their problem within 8 calendar days, you can ask us to help you out.
If you can’t resolve the buyer’s
When you can ask 118CBD to step in
Once the buyer has let you know that they have an issue, you have 8 calendar days to make things right. After that, if the matter hasn’t been resolved, either of you can ask us to step in and help out.
You don’t have to ask us to step in immediately after the 8 calendar days though – if you’re still working things through with the buyer, you have up to 30 days after their purchase to ask us for help.
What happens after you ask 118CBD to step in
We’ll review your case and resolve it in the fairest way possible. We normally come back with an answer within 48 hours, though occasionally it might take longer if we need more information. Once we’ve made a decision, we’ll let you and the buyer know.
- If we close the case in your favour, the case will be closed immediately and you won’t need to do anything else
- If we close the case in the buyer’s favour, we’ll issue them a full refund and then seek reimbursement from you.
- If you don’t agree with our decision, you can always appeal by providing new information within 30 days of the case being closed