Handle cancellations, returns and disputes

Problems can occur even when both parties acted in good faith. A professional response protects the buyer relationship and your seller reputation.

When a buyer reports a problem

• Read the full complaint before responding.
• Check the order, listing and conversation history.
• Ask for relevant photographs or evidence where necessary.
• Respond with facts rather than accusations.

Possible outcomes

• Provide missing information or assistance.
• Arrange replacement where appropriate.
• Approve a return according to the applicable policy.
• Offer a partial or full refund where justified.
• Escalate through the Upfrica resolution process.

Keep evidence

• Retain dispatch and delivery evidence.
• Keep product condition photographs.
• Use Upfrica messages for important agreements.
• Do not alter records after a complaint begins.

Review your orders