When you receive your order, you have 3 business days to start the claim process if you have any issues. This article explains the claims process for buyers.
1. Claim submitted
You have 3 days from the time of order delivery to raise a claim. This will start the claim process.
What you need to do
Once your claim is received, it will be assessed for validity. You will be asked for supporting information which must be provided within 48 hours of raising your claim. These may include:
- Pictures
- Videos
- Further details
Warning: It is important that you do not alter or use the received device for anything other than condition testing (and must not exceed 1% of total usage for testing purposes) if you wish to raise a claim. Your claim will be void if the device is altered, used in a commercial setting or exceeds 1% total usage as part of testing.
2. Investigation
Once the required information is received, an investigation process will begin to determine if your claim is valid. the following questions will be asked:
- Cosmetic condition - is it cosmetically the same as shown in the condition report?
- Functional condition - does it function the same as shown in the condition report?
- Inclusions - is anything missing compared to what was shown in the condition report?
What you need to do
3. Outcome
Once the required information is received and compared against the condition report, your claim will either be successful or dismissed.
Your claim will be successful if any of the following are true:
- Cosmetic condition is different to condition review
- Functional condition is different to condition review
- Missing items compared to condition review
If the claim is successful, a Lasertrade representative will reach out to help resolve the issue between yourself and the seller.
If no resolution can be found, the device may be returned.
Your claim will be dismissed if none of the following are true:
- Cosmetic condition is different to condition review
- Functional condition is different to condition review
- Missing items compared to condition review
If your claim is dismissed then the claim will be closed. You will be provided 24 hours to contest this outcome, after which the device will be automatically accepted and the seller will receive their funds.
4. Claim closed
A claim will be closed for one of the following reasons:
- The claim is dimissed and insufficiently contested.
- The claim is successful and resolved accordingly.
What you need to do