Resolving disputes as a seller

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We advise buyers to double-check items before purchasing as we don't offer refunds if they've changed their mind about an item. However, an order can be disputed by the buyer if an item has not arrived or they're concerned that the item is not authentic, was misdescribed, or misrepresented. 

 

When an item has not arrived

The buyer most open a dispute within 60 days of the payment being made if the item has not arrived.  The order will automatically close and the funds released to the seller 60 days after the payment has been made if the buyer has not disputed the transaction. 

 

If the buyer opens a dispute for an item that has not arrived, we will check your communications with the buyer on AirRobe for the tracking information.  If you have not previously communicated the tracking information to the buyer on AirRobe, we will give you 48 hours to provide it.  If you do not provide the tracking information within that timeframe, then we will close the dispute and refund the buyer.  If tracking information has been provided, AirRobe will review the dispute on a case-by-case basis. 

 

When an item is misdescribed or misrepresented

The buyer must open the dispute within 7 days of the item being delivered if the item doesn't match the description in the listing.  If the buyer opens a dispute, AirRobe will launch an investigation and review the dispute on a case-by-case basis. As part of the investigation, we may require the item to be returned to either the seller or to us.  If we determine that the item is misdescribed or misrepresented, we will close the dispute and refund the buyer.  

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