Report a problem with an order and get a refund
If a Marketplace order never arrived, is not as described, arrived damaged, or you changed your mind, report the problem from the order. Refunds are real card refunds — the money goes back to the card you paid with, and a partial refund is possible.
- Open the order in your orders.
- Choose Report a problem. You can report a paid or fulfilled order, and a cancelled order you were charged for.
- Pick the reason — never arrived, not as described, damaged, changed my mind, or other — and describe what happened.
- Follow the report in My reports. One report can be open per order at a time, and there is no deadline for opening one.
What happens next
The seller answers first. They can refund you in full or in part, or decline and say why. You are notified either way. Messaging the seller in chat alongside the report often resolves things fastest.
Escalating to Sebairo
If the seller declines your report, you can escalate immediately. Otherwise you can escalate 48 hours after reporting. An escalated report is settled by Sebairo's team, and once it is escalated only Sebairo's team can settle it.
Withdrawing a report
If the problem is resolved — the item turns up, or you and the seller sort it out — you can withdraw the report from My reports.