Complaints

A complaint about a product, seller, store, rider, or delivery must be linked to the order it happened on — start it from that order's page. A general complaint about the platform itself doesn't need an order.

Complaints are reviewed according to the relevant order, policy and available evidence.

• Support first identifies the type of issue and the responsible operational process.
• The relevant order, payment, seller or delivery information may be reviewed.
• Additional information may be requested from the customer or seller.
• The complaint may be resolved through an existing return, refund, replacement, cancellation or delivery process.
• More complex cases may be escalated for additional review.

A complaint is a report for review and does not automatically establish wrongdoing. GoSellr may review the relevant order, account, listing, payment and delivery records, and customers or sellers may be asked to provide photographs, videos, messages or other evidence. The available information is assessed before an appropriate action is selected, and additional verification may be requested where the initial evidence is incomplete.

Your complaint first goes to your Sub Franchise. If it needs the seller's input, the Franchise forwards it and the seller responds by either accepting or disputing it — the seller doesn't make the final call either way. The Sub Franchise reviews everything and records the final decision, with an explanation, on the case.

Where a request cannot be resolved through the initial support route, an applicable escalation process may be used. Provide the existing case or order reference, and make sure new evidence is relevant to the issue being reviewed — escalation does not guarantee a particular outcome, and where required a matter may be referred to the appropriate operational or legal process.

There is no buyer appeal or retry once a case is closed. You can follow every complaint you have open or closed under My Cases.

Open the order in question and select Report a Problem, or go directly to File a Complaint.