The buyer provides me with the item(s) and they are either damaged or not in the condition I expected. What should I do?
Firstly, do not accept that the transaction is ‘Completed’. Never release the payment to the seller (via the IPromise app) until you are 100% satisfied the item(s) you purchased arrived as you expected and quoted. Contact the seller immediately and tell them why you are not accepting the item(s). Take photos and record what is not meeting your expectations. You need to pay and arrange a safe transfer back to the seller, take a photo of proof of return to the seller and the condition the item(s) were in. Follow the refunds / disputes process and ultimately request a refund via the IPromise refund authorisation form. Open, honest and fair communication is essential throughout the process by both parties.