If a buyer has a problem with an order from your shop, they may report a problem to you. Buyers may report problems in two ways:
The buyer reports a problem to you through Messages.
The buyer opens a case.
Buyers who have opened a case may escalate the case to Aliberber.com if the problem is unresolved within three days of opening the case. It’s best to resolve the problem with the buyer before they escalate a case, but if you need Aliberber.com’s assistance, we’re here to help.
How to prepare your shop
Here are some ways to prepare your shop for a dispute:
• Fill out your shop policies. Your shop policies help set expectations with the buyer and may protect you if a buyer has a problem with an order from your shop.
• Regularly respond to Messages from your buyers. Prompt responses can prevent problems from escalating.
• Ship your orders within your processing times
• Make sure that your items and orders match how you describe them in your Aliberber.com listings
• Be sure that the policies you state are in line with Aliberber.com’s policies. In a case, Aliberber.com’s policies take precedence over a shop's policies.
What to do when a buyer reports a problem
• When a buyer reports a problem to you, they’ll send you a Message. Work with the buyer through Messages to find a solution that works for you both.
A buyer wants a refund or return
• If the buyer requests something that is in line with your shop policies, we recommend agreeing to their request. For example: Your shop policies state that you offer refunds and the buyer requests a refund.
• If the buyer requests something that isn’t in line with your shop policies, work with them to agree on a solution.
A buyer emailed you about a problem
If the buyer reaches out to you outside of Aliberber.com.com, direct them to use Messages. This keeps everything in one place, and will help Aliberber.com Support assist if the case is escalated.
What to do when a buyer opens a case
If you and the buyer can’t resolve the problem through Messages, the buyer may open a case. A case is a formal report of a problem.
As a seller, you must work with the buyer to resolve the case. If you and the buyer aren’t able to resolve the case together within three days, the buyer can escalate the case to Aliberber.com Support.
What can a buyer open a case for?
Buyers can report a problem to you for any issues with an order. However, they can only open a case for these reasons:
• A non-delivery case: the order didn’t arrive
• A not-as-described case: the item(s) the buyer received weren’t what was described in their Aliberber.com listing(s).
Proof of shipping
You may be required to show proof of shipping. Click Add tracking in the applicable case to add proof of shipping.
Proof of shipping should show that the item was shipped to the address given by the buyer when they purchased the item on Aliberber.com. Proof of shipping could be:
• A scanned copy of the delivery confirmation or departure information
• A shipping service receipt
• A customs form
• A tracking number and/or tracking information that shows the package was delivered to the buyer
Time frame for opening a case
Eligibility to open a case is based on an order's estimated delivery date (if applicable) or processing time and/or “ship by” date. Once eligible, buyers have 100 days to open a case.
When a case is closed
A case will close automatically if:
• You issue the buyer a full refund through Aliberber.com Payments
• The buyer closes the case if they are satisfied with the resolution
• You add tracking information to the case that confirms the package was delivered to a location matching the Aliberber.com transaction receipt (for cases of non-delivery only)
If a case isn’t resolved, buyers can escalate the case to Aliberber.com Support for review. Aliberber.com reserves the right to escalate a case early for circumstances such as seller inactivity, harassment, refusal of service, case manipulation, and undermining the integrity of the case system.
In the unlikely event that a case remains unresolved for more than 365 days, it is considered to be a late delivery, and the only acceptable resolution is a full refund.
When Support can mediate
If a case hasn’t been resolved in three days and the buyer escalates the case, Aliberber.com Support can intervene and assist with a resolution.
When necessary to resolve a case, Aliberber.com reserves the right to issue a refund to the buyer and recoup funds from your account if payment was made via Aliberber.com Payments.
Aliberber.com may reopen a previously closed case to further investigate tracking issues or other aspects of the dispute.
If a seller doesn’t participate in a case against his shop, the account may be suspended.
Both Aliberber.com and buyers rely on Aliberber.com sellers to provide excellent customer service. Unresolved cases can indicate to buyers that you're away from your shop, cannot fulfill orders, have not sent an order, or have sent an order that doesn’t match the listing description.
To unsuspend your account, you need to provide the information requested by Aliberber.com and help resolve your case. Once your case is resolved, your account privileges won’t be automatically restored.