When a buyer receives their order, they will have 3 business days to raise a claim if they have an issue. This article explains the claims process for sellers.
1. Claim received
If a buyer raises a concern with their order within 3 business days of receiving it, a claim will be opened to investigate the matter.
2. Investigating
Once the required information is received, an investigation process will begin to determine if the 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?
3. Outcome
Once the required information is received and compared against the condition report, the buyer's claim will either be successful or dismissed.
The buyer's 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 buyer.
If no resolution can be found, the device may be returned.
The buyer's 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 the claim is dismissed then it will be closed. the buyer will be provided 24 hours to contest this outcome, after which the device will be automatically accepted and your funds will be disbursed accordingly.
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