About post-purchase support

Your responsibilities as a seller don't end when you dispatch completed orders. We'll communicate with you after your transactions to let you know about any customer issues, disputes and chargebacks that you may need to handle.

We contact you by email and Facebook notification when:

• You make a sale
• A customer has a question about their order
• A dispute claim or chargeback is filed against you

We also notify your customers when:

• Their order is dispatched (so make sure you include proper tracking info)
• You respond to their questions

Customers not satisfied with their order will email you using the customer service email address that you provided in Commerce Manager. To follow our Seller Performance and Accountability Policies, you must respond to these enquiries quickly and attempt to resolve issues within two working days.

If a customer wants to return an order that's within your own return policy for an item that our Purchase Protection Policy covers, you must follow the return requirements and refund the customer.

For order issues that you can't resolve or emails you don't respond to within two days, customers can create a dispute claim against you. Facebook reviews and evaluates these claims and decides in either in the customer's favour (and issues a refund) or in your favour.

If a customer files a chargeback against you for a valid reason, their card issuer will decide the outcome. You must respond to chargebacks within ten days.

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