If a customer has a problem with their order, or if they change their mind about a purchase, they’ll get in touch with you and ask for help. Once the buyer tells you there’s a problem, you’ve got 8 calendar days to resolve it.
If an item has gone missing and hasn’t arrived, you’ll either need to provide additional/more detailed tracking information, or offer a replacement or refund. If the buyer got their item but it’s faulty, damaged, or doesn’t match the listing description, you’ll have to work with them to resolve their issue – you’ll also have to cover the return postage costs. If they changed their mind, how you can respond, and who pays for return postage, will depend on your return policy.
What to do if a buyer has an issue
Help a buyer with an item that hasn’t arrived
If a buyer doesn’t receive their item, they’re entitled to a refund or a replacement unless you can provide tracking information showing that it was delivered. When a buyer lets you know they’ve run into an issue, you should work with them to come to a solution that works for both of you.
If the buyer wants to return an item to you, your options for responding will depend on why they want to send it back. If the item is damaged, faulty, or doesn’t match the listing description, they’re covered by the 118CBD Money Back Guarantee, and we will refund the buyer and seek reimbursement from you or, you replace the item even if you don’t offer returns. If they’ve changed their mind, your options will depend on your return policy.
Return postage
If you accept a return from the buyer, they’ll need to send the item back to you before you issue a refund or send out a replacement. If the buyer is sending an item back because it doesn’t match the listing description or it arrived damaged or faulty, you’re responsible for the cost of return postage, even if you don’t offer returns. If they changed their mind or ordered the wrong item, who pays for return postage is determined by your return policy.
Unable to resolve the buyer’s issue? Ask 118CBD to step in
If you and the buyer haven’t been able to come to an agreement after 8 calendar days, you can ask us to step in and resolve the issue. We’ll assess all the information and come to a decision. It’s important to remember that if you ask us to step in and we close the case in the buyer’s favour, you could receive a defect, which might affect your seller standards – so you should only ask us for help when you’ve exhausted all other options.
Appeal 118CBD’s decision on a case
If you disagree with our decision after we’ve been asked to step in, you can ask us to take another look. In order to request an appeal, you’ll have to provide additional details for us to take into consideration, such as photographs showing there’s nothing wrong with the item. We’ll review your new information, and get back to you with our final decision, usually within 48 hours.
