Service

Customer Support & Returns

Buyer messages, returns and disputes handled in a consistent professional voice — the reliability function behind your feedback score.

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What this involves

Buyer messages are not a support cost. They are the last point at which a difficult order can still end well. A clear reply within a reasonable window frequently prevents a return, a dispute, or the negative feedback that follows both. Handled badly — or handled late — the same message becomes a case.

What is included

Buyer message handling in a consistent, professional voice
Pre-purchase questions answered accurately
Return requests processed according to your policy
Refund-related communication
Delivery problems and non-arrival enquiries
Dispute and case communication
Post-resolution follow-up where appropriate

Process

How the work runs

1
Message triage
Incoming messages are sorted by what they actually are — a pre-sale question, a delivery chase, or a problem that needs resolving now.
2
Consistent response
Replies follow an agreed tone and an agreed policy, so a buyer gets the same answer regardless of who is at the keyboard or what day it is.
3
Returns handling
Return requests are processed against your stated policy and the marketplace rules that sit above it, with the reasoning explained to the buyer.
4
Escalation
Anything outside the agreed scope — a policy exception, a goodwill decision, a large refund — comes to you rather than being decided for you.
5
Follow-up
Where a problem was resolved well, appropriate follow-up gives the buyer the opportunity to reflect that. It is never incentivised or scripted.

What you receive

Buyer messages handled on an agreed schedule
Returns and refunds processed against your policy
Disputes and cases communicated and documented
Escalation to you on anything outside agreed scope

Being straight with you

Feedback cannot be guaranteed, requested selectively, or influenced by anything other than the buyer experience itself. We do not solicit positive reviews, offer anything in exchange for them, or attempt to suppress negative ones — all of which are against marketplace rules and would put your account at risk. Good support improves the odds. It does not manufacture the result.

Where this applies