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How to resolve a dispute with a buyer.
How to resolve a dispute with a buyer.
Written by Harriet Wetton
Updated over a week ago

Initially, a buyer will likely contact the seller before emailing Community Support for help or logging a report.

To avoid cases being opened we recommend the following:

  • Upload clear photos with good detailed descriptions of any items

  • Ship items as quickly as possible with a maximum of 7 days after payment.

  • Ensure you wrap the items well ( check out our sellers’ handbook for further guidance)

  • Put the tracking number in the Narchie app

  • Keep your buyer updated and respond to messages quickly - this can prevent issues from escalating.

An item has not been delivered?

If a buyer reports that an item has not been delivered your first port of call is to check your tracking number. The best practice to avoid these scenarios is to upload the tracking number to the app.

Proof of dispatch should show that the item was dispatched to the address given by the buyer when they purchased the item on Narchie. Proof of dispatch could be:

  • A scanned copy of the dispatch confirmation or departure information

  • A delivery service receipt

  • A customs form

  • A tracking number and/or tracking information that shows the package was delivered to the buyer

It is important to note that if Narchie community support emails you please ensure you reply as soon as possible so we can resolve any cases. Narchie does not hold sellers responsible for delivery delays or errors, as long as the seller can prove that they dispatched the item on time. This is within 7 days of the purchase or otherwise, a time period clearly stated in the shops' bio. We do however recommend buyers have insurance to cover any losses/refunds.

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