REFUNDS & DISPUTES
As a buyer, if something goes wrong with your order, what steps should you take?
Firstly, contact the seller directly to try and resolve the issue that way. Often issues are a result of a misunderstanding or human error, and the vast majority of the time sellers will correct any issue within reason. You should contact the seller through our message system, which allows you to send a message to the seller from one of their listings or their seller store page. This is preferred over other means so our support team can see past messages and join in the conversation. If the solution agreed upon involves shipping back the item to the seller, please open a dispute with our support team (as mentioned below) so we can ensure the return goes smoothly by having confirmation of the sellers address to receive the returned item, and ensuring you as the buyer ship the item back with tracking.
Keep in mind that you only have 5 days after the package is shown to be delivered to your address to open a transaction dispute, so if you cannot resolve the issue within 3-4 days of the package being delivered to your address, please escalate the issue by going to our contact page. Fill in all the details of the issue, and then submit the ticket. Scuphed support will become involved and work with you and the seller to try and resolve the issue.
Finally, if an agreement still cannot be met, we will gather all the information possible and make a final decision on the matter.
Please note that unless otherwise agreed, the buyer covers the return cost.
As a seller, if a buyer is disputing a transaction, how should you deal with it?
Whether Scuphed support is involved in the return or not, remember to never refund the payment to the buyer until you have received the item and there are no issues with the return.
As quoted by PayPal, here are some valuable tips when dealing with buyers:
– Presume good faith. Begin the conversation with an open mind and listen to what the buyer has to say before making any assumptions. Many problems result from miscommunication and simple human error.
– Be constructive. Make it clear to your buyer that you want to find a resolution, and your customer will usually reciprocate. This early show of mutual respect should make the rest of the conversation more productive.
– Stay focused on solutions. If your patience is wearing thin, resist the temptation to give your customer a piece of your mind – it will only make it harder for you to come to an agreement.
– Think long term. Not every battle is worth fighting. If you give the buyer a break today, you may open the door to more business opportunities tomorrow.
– Pre-empt disputes. Display or send messages for buyers to see before they can open a dispute. For example, if you post a message that says, “All shipments out of Cornwall are currently delayed due to the extreme weather,” you give your buyer an opportunity to understand the situation before filing a dispute.
– Always respond in a timely matter to show you are engaged with the buyer and take their concerns seriously.