Something Wrong? Let Us Know
If you encounter a problem with a transaction, another user, or anything on ShopBroker, we want to help. Here's how to report issues.
What to Report
Transaction Problems
Item not as described
Item damaged during delivery
Seller or buyer not responding
Payment issues
Delivery problems
User Concerns
Suspicious behavior
Harassment or inappropriate messages
Suspected fraud
Account impersonation
Platform Issues
Bugs or errors
Payment processing problems
App/website not working
How to Report
Through the Transaction
Open the specific order/transaction
Look for "Report Issue" or "Get Help"
Describe the problem
Submit with any evidence
Through Chat Support
Tap the chat bubble on any page
Select "Report a Problem"
Describe your issue
Attach photos or screenshots if helpful
Via Email
Contact [email protected] with:
Your name and account email
Transaction ID (if applicable)
Description of the problem
Any supporting evidence
What to Include
Good reports have:
Specific details - What happened, when, with whom
Transaction ID - If related to an order
Evidence - Photos, screenshots, messages
Your contact info - So we can respond
What Happens Next
1. We Review
Our team reviews your report, usually within 24 hours.
2. We Investigate
We may:
Contact the other party
Review transaction history
Check evidence provided
3. We Resolve
Depending on the issue:
Mediate between parties
Process refunds if warranted
Take action on accounts
Provide guidance
4. We Update You
You'll hear back about the resolution or if we need more information.
Urgent Issues
For time-sensitive problems:
Use chat support for fastest response
Call out urgency in your message
Provide complete details upfront
Types of Resolutions
For Transaction Issues
Full or partial refunds
Order cancellation
Rescheduled delivery
Dispute mediation
For User Issues
Warning to user
Account restrictions
Account suspension
Full bans for serious violations
Tips for Faster Resolution
Report as soon as you notice a problem
Provide complete information first time
Attach all relevant evidence
Be responsive when we follow up
Stay calm and factual
What We Can't Do
Resolve disputes outside ShopBroker transactions
Mediate cash transactions
Change decisions made by payment processors (Stripe/PayPal)
Guarantee specific outcomes
False Reports
We take reports seriously. Making false reports:
Wastes support resources
May result in account restrictions
Doesn't help anyone
Only report genuine issues.
Confidentiality
Your reports are confidential. We don't share your identity with the reported party without your consent (unless legally required).
After Resolution
If you're satisfied, great! If not:
You can appeal decisions
Provide new evidence
Escalate through support channels
Prevention
The best problems are ones that never happen:
Read listings carefully
Ask questions before buying
Document everything
Use ShopBroker's payment system (never pay outside)
Need to Report Something?
Don't wait. Reach out through chat, email, or the transaction page. We're here to help make things right.