Cases Policy

Opening a Case

When a buyer encounters an issue with a transaction on MYMARKETPLACE, such as wanting a refund, returning an item, or reporting a problem, they must first contact the seller directly using the Help with transaction link located by the questioned Invoice within the Invoices section of their Order. As it is the seller's responsibility to maintain clear shop policies regarding returns and refunds, and comply with them, sellers are expected to respond promptly to Messages, including Help with transaction requests from buyers.

If a buyer contacts a seller through the Help with transaction option and does not receive a response within 48 hours, or if the issue is not resolved within that timeframe, the buyer may open a case. When a case is opened, MYMARKETPLACE is notified of the issue and will step in to facilitate resolution. This could involve automatically closing the case and issuing a refund on the shop's behalf, or further reviewing the matter to assist both parties in reaching a resolution.

Key considerations:

  • Buyers must log into MYMARKETPLACE to open a case.
  • Buyers may only use one method of dispute resolution per transaction. If a buyer initiates a chargeback with their payment provider, they cannot also open a case on MYMARKETPLACE. If a chargeback is filed after opening a case, the case will be closed.
  • If the buyer paid using PayPal or another wallet provider, they may be directed to seek resolution directly through that provider.

Case Eligibility

For a case to be considered on MYMARKETPLACE, the following conditions must be met: - The order is within the eligible timeframe for case submission, based on processing and fulfillment dates. - The buyer has reported the issue using Help with transaction and given the seller 48 hours to resolve it. - The issue falls under one of the following categories: - The item was not fulfilled or shipped within the stated timeframe. - The item never arrived (based on tracking information). - The item arrived damaged. - The item does not match the listing description. For digital downloads, buyers must download the item before a case can be opened.

### MYMARKETPLACE’s Buyer Protection

MYMARKETPLACE aims to ensure that buyers receive what they ordered, or their money back. While we do not handle payments directly, we may intervene in disputes opened via the case system to support fair outcomes.  We strongly encourage buyers to resolve issues through MYMARKETPLACE's case system before initiating a chargeback or a dispute with a wallet provider. Pursuing external disputes may significantly reduce the chances of a favorable outcome, even if the buyer has a valid claim. Buyers may be eligible for a full refund (including shipping and taxes) if the items:

A. Items are delivered on time. They should be shipped within the seller’s stated processing times, and delivered to the address provided by the buyer at the time of purchase on MYMARKETPLACE. Updates to processing times or shipping address through Messages or other informal channels will not qualify. Please note that if an item was shipped and has a tracking number, you may be able to open a shipping carrier claim by directly contacting the shipping carrier. Items that arrive late due to forces outside the seller’s reasonable control, such as a carrier strike, natural disaster, war, civil unrest or similar force majeure event, as determined by MYMARKETPLACE in its sole discretion, do not qualify for MYMARKETPLACE’s Purchase Protection Program. - Was not shipped by the stated fulfillment date (with reasonable exceptions for delays beyond the seller’s control). - Never arrived, according to the shipping provider.

B. Items arrive undamaged, and are packaged to withstand handling in transit. - Arrived damaged.

C. Items match the listing description. Items received should not be significantly different from the listing description or photos. We may ask the buyer to provide us with documentation to demonstrate that the item is significantly different. Here are a few examples of qualifying scenarios: The item received is a different color, model, version, or size. The item has a different design or material. The seller failed to disclose that an item is damaged or is missing parts. The buyer received the incorrect quantity of items (e.g., the buyer purchased three items but only received two). The item was advertised as authentic but is not authentic. The condition of the item is misrepresented (e.g., the item is described as new but is used). The item was shipped from a different location than advertised - Significantly differs from the listing description. Refunds are processed to the original form of payment. Additional considerations: - Items should be shipped within the seller’s stated processing time and delivered to the address provided at checkout. - Items must be appropriately packaged to avoid damage in transit. - Items should match their descriptions, including color, material, condition, and other key details. If a seller is found to have misrepresented an item or failed to deliver as promised, MYMARKETPLACE may take action, including facilitating a refund. Some exclusions apply, subject to review by MYMARKETPLACE’s case system. Eligible buyers must have a registered account on MYMARKETPLACE in good standing (that means not violating any of MYMARKETPLACE's policies). Abuse of this program could result in program exclusion at MYMARKETPLACE’s discretion.

Ineligible Disputes and Transactions

Certain disputes cannot be handled through MYMARKETPLACE's case system unless required by law. These include:

  • Items that have been used, worn, altered, or discarded after receipt.
  • Returns made without prior agreement.
  • Disputes over shipping costs.
  • Items purchased in person.
  • Transactions where payment was not processed through MYMARKETPLACE (e.g., external transactions).
  • Disputes covered by local consumer protection laws or warranties.

When a case is escalated to MYMARKETPLACE for review, we will evaluate the claim based on the information provided. If new information arises after an initial decision, MYMARKETPLACE reserves the right to reassess the case.

Case Resolution

Once a case is opened, MYMARKETPLACE will typically resolve it automatically based on the information available. We reserve the right to facilitate resolution by instructing Stripe to issue a refund on the seller's behalf, with Stripe then recovering funds from the seller's external bank account, if the seller shop's Stripe account balance is insufficient.

In certain instances, further investigation may be required. If additional information is needed, MYMARKETPLACE may contact the buyer or seller, who should respond promptly. Sellers are expected to reply within 2 calendar days.

In some situations, MYMARKETPLACE may step in before the 48-hour response period has elapsed, particularly in cases involving seller inactivity, harassment, refusal of service, or abuse of the case system. If a case remains unresolved for more than 365 days, a full refund is the default resolution.

MYMARKETPLACE reserves the right to amend this policy as necessary to ensure a fair and trustworthy marketplace for all users.