Something is wrong with an order
Report a problem on the order within 48 hours of dispatch. That holds the money.
1
Open You → Purchases and find the order.
2
Tap Report a problem and say what happened.
3
The release of the money to the seller is paused immediately and a case opens for our team.
4
Reply to the messages we send in the app. We work through it with both of you and decide on the evidence.
The 48-hour window runs from dispatch. After it closes the money has gone to the seller and a refund is much harder. Report first and sort it out afterwards if it turns out to be nothing.
Messaging the seller first is often quicker for a small thing, and you can do both. Reporting does not stop you talking to each other.
