Osbisy Help Centre

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How to Resolve a Dispute with a Buyer

If a buyer has a problem with an order from your shop, they may report a problem to you. Buyers may report problems in two ways:

  1. The buyer reports a problem to you through Messages.
  2. The buyer opens a case.

Buyers who have opened a case may escalate the case to Osbisy if the problem is unresolved within three days of opening the case. It’s best to resolve the problem with the buyer before they escalate a case, but if you need Osbisy’s assistance, we’re here to help.


How to prepare your shop

Here are some ways to prepare your shop for a dispute:

  • Fill out your shop policies. Your shop policies help set expectations with the buyer and may protect you if a buyer has a problem with an order from your shop.
  • Regularly respond to Messages from your buyers. Prompt responses can prevent problems from escalating.
  • Ship your orders within your processing times
  • Make sure that your items and orders match how you describe them in your Osbisy listings

Be sure that the policies you state are in line with Osbisy’s policies. In a case, Osbisy’s policies take precedence over a shop’s policies. 


What to do when a buyer reports a problem

When a buyer reports a problem to you, they’ll send you a Message. Work with the buyer through Messages to find a solution that works for you both.

A buyer wants a refund or return

If the buyer requests something that is in line with your shop policies, we recommend agreeing to their request. For example: Your shop policies state that you offer refunds and the buyer requests a refund.

If the buyer requests something that isn’t in line with your shop policies, work with them to agree on a solution.

A buyer emailed you about a problem

If the buyer reaches out to you outside of Osbisy.com, direct them to use Messages. This keeps everything in one place, and will help Osbisy Support assist if the case is escalated.


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