If you have posted and shipped your item yourself, your buyer can only return the item under certain conditions:
- The item does not match the description (e.g. it is proven to be size XS and not M).
- It is the wrong item
- It is a fake
- You agree to return the item as a gesture of goodwill
You can also find detailed information about this in this article: How to return a marketplace item?
The item cannot be returned if
... the buyer simply does not like it.
... it does not fit the buyer despite correct size information.
... you have demonstrably not made any false statements.
... you do not agree to a goodwill return.
In case of a return request or complaint, a problem must always be reported by the buyer within 72 hours after receipt of the items. If the buyer does not report a problem, or has reported it too late, you do not have to agree to a return*.
After the buyer has reported a problem, the next steps are as follows:
1. the support team of Prelved checks the problem report of the buyer and contacts you and the buyer.
2. the buyer has to prove that there is a reason for the return of the product.
3. the support team checks the pictures and decides if the buyer is allowed to return the item.
3a. If the buyer is allowed to return, the support will tell you how to proceed with the return shipment. As soon as the item is back with you, the order will be cancelled by the Prelved team and the buyer will get her money back.
3b. If the buyer is not allowed to return the item, the support will remove the buyer's problem report. At the same time the payment will be released to you. You can usually request it the following day**.
3c. If you have agreed on a goodwill return, the support will also tell you how to proceed with the return. As soon as the item is back with you, the order will be cancelled by the Prelved team and the buyer will get her money back.
You can find further information here: How to return a marketplace item?
That does not help you? Then click HERE and contact us via our contact form ("Reason is not included"). If possible, please give us an order number (B-...) or as detailed information about your sale as possible.
*Except for the sale of fakes. If the buyer can prove that she has received a fake, she may return even at a later date, as the sale of fakes is illegal.
**at the earliest on the 4th day after delivery at the buyer's address.