What's the first thing that happens?
For all orders, made using the marketplace (clicking “buy now” on the product page and proceeding to checkout), our Safeguard fee applies. This means, after receiving a report about an order-related issue, the Rated team will extend the safekeeping of your money and investigate the situation.
Both parties - the buyer and the seller - may be asked to provide additional information to support the investigation. The Rated team will maintain communication with both parties and provide instructions on the next steps, as well as the final decision.
Timely communication and collaboration with the Rated team must be ensured by both parties.
What happens when a decision is made?
Once the final decision is made by the Rated Team, both parties are obliged to respect the decision and proceed according to the instructions provided by the Rated Team.
Buyer Dispute Success
If the Rated Team rules in the buyer’s favour, the transaction will be cancelled and the buyer will receive a refund for the original payment method used.
The refund will cover the price of the item and the initial shipping costs.
Refunds can take up to 10- 15 business days for funds to settle in the bank account used for the initial payment.
Seller Dispute Success
If the Rated Team rules in the seller’s favour, the transaction will be marked as completed and the total amount for the sale (item price +shipping costs) will be instantly released as 'Available Balance' on their 'Marketplace sales E-wallet' for withdrawl.