When a buyer reports a problem with an order

A buyer can report a problem on a paid order, for example something missing or not as described. One problem can be open on an order at a time.

What happens

• You're emailed, and the order shows Problem reported with the buyer's report.
• The order won't complete on its own while the problem is open.

What to do

1. Reply to the buyer on the order, so they know you've seen it. You can update your reply later.
2. When you've sorted it out, choose Resolve the problem and pick How it ends: - Refund the buyer's card: enter an amount, up to what was paid. Blank refunds everything and ends the order as refunded. - Replace what was wrong: you've sent or handed over a replacement. - Nothing more to do: let the order complete.
3. Add an optional note for the buyer, then Resolve.

The buyer can also withdraw the problem, or confirm they have their order.

When a problem closes, the waiting period before the order completes by itself starts again.

If a problem is left open

PerfectPal staff see open problems. If one stays open too long, PerfectPal may close it, as a release or with a refund, and both of you are told why. The order then says Closed by PerfectPal.

Your arrival policy

Under Money › Shipping, Your arrival policy says what happens if something arrives unwell. It shows on your listings. PerfectPal doesn't cover it: you're responsible for what you offer, so write what you'll really do.