Something's Not Right?
Buying used and secondhand items comes with some unknowns, but you shouldn't have to worry about major issues. Here's how to handle problems.
Before Payment is Captured
For Delivery Orders
If you receive an item and notice a significant problem:
Take photos of the issue
Contact support immediately
Don't dispose of or alter the item
For Self-Arranged Pickup
This is your moment to inspect! Before tapping "Pay Seller":
Check the item thoroughly
Test functionality if applicable
Compare to listing photos
If something's wrong, don't release payment. Discuss with the seller or walk away.
After Payment is Captured
Once payment has gone through, your options depend on the situation:
Minor Issues
Small discrepancies from the listing (normal wear, minor scratches on used items) are generally expected. Consider:
Leaving appropriate feedback in your rating
Contacting the seller directly to discuss
Significant Misrepresentation
If the item is substantially different from what was described:
Contact us through support right away
Provide photos and explain the discrepancy
We'll review and mediate
Item Damaged in Transit
If your item arrived damaged due to delivery:
Take photos before moving or unpacking further
Contact support as soon as possible — ideally within 24 hours for the fastest resolution
We'll work with our delivery partner to resolve it
We accept dispute reports within 7 days of delivery, but earlier reports help us investigate more effectively.
What We Can Help With
Not as described - Item is significantly different from listing
Damage during delivery - Item was damaged by our courier
Missing items - Bundle or lot missing pieces
What's Not Covered
Normal wear on used items - Expected condition for secondhand goods
Buyer's remorse - Changing your mind after purchase
Minor variations - Small differences from photos that don't affect value
Items damaged after delivery - Issues occurring after successful receipt
Documentation Helps
If you have a problem, supporting evidence makes resolution faster:
Screenshots of the original listing
Photos of what you received
Messages with the seller
Video showing functionality issues
How We Resolve Disputes
Report the issue — Contact us through live chat or email at [email protected] with details about what's wrong
Provide evidence — Share your order number, photos of the issue, a description, and any messages with the seller
We investigate — We gather details from both sides and review the evidence (usually 2-3 business days)
Resolution — We issue a full refund, partial refund, or another fair outcome
By submitting dispute evidence, you consent to ShopBroker collecting and reviewing the information you provide for the purpose of resolving your dispute. See our Privacy Policy for details.
Tips to Avoid Problems
Ask questions before buying
Request additional photos if needed
Read descriptions carefully
Check seller ratings and history
Test items at self-arranged pickups
Need Help?
Don't let an issue fester. Reach out to our support team as soon as you notice a problem.
For the full policy on refunds and disputes, see our Refund & Dispute Policy.