Common disputes between buyer and seller

Disputes are a natural part of any online marketplace. However, addressing them promptly and professionally can prevent damage to your reputation and foster customer trust. Here, we explore the most common disputes between buyers and sellers and offer practical solutions for resolving them.

1. Item Not Received / Delayed Delivery

🔴 Issue: Buyer claims they did not receive their order, or delivery was delayed.

Why It Happens:

• Shipping delays, especially with untracked shipping options, are common on platforms like Tradeit.
• Buyers may misunderstand the delivery timeframes (e.g., assuming delivery will be faster than it is).
• Courier services may fail to deliver on time or lose packages.

How to Avoid It:

• Communicate delivery times clearly: State the estimated shipping time on your product pages and confirm the exact delivery date when an order is placed.
• Use reliable tracking: Where possible, use tracked shipping options, and always provide tracking numbers to the buyer.
• Notify buyers of delays: If there’s a delay, immediately inform the buyer and provide an updated delivery estimate.

Example:
“Your order is in transit and should arrive within the next 7 days. Here’s the tracking number for your reference: ZW123456789.”

How to Resolve It:

• Provide tracking information: Share the tracking number if available.
• Assist with courier issues: If the order is delayed or lost, work with the courier to locate the package. If the issue can’t be resolved, offer a replacement or refund.

2. Product Not as Described

🔴 Issue: Buyer receives a product that does not match the description or image shown on the listing.

Why It Happens:

• Buyers might feel that the product they received is not what they expected, even if the description was accurate.
• Photos may not clearly represent the product’s features or color.
• Misunderstanding between the buyer and seller regarding product specifications.

How to Avoid It:

• Accurate product descriptions: Ensure your product titles, descriptions, and images are detailed and accurately represent the item.
• Clear photos: Upload multiple high-quality photos showing the product from different angles.
• Highlight key features: Point out specific features, measurements, or color differences.

Example:
“This pair of shoes is available in black and brown colors, with leather material. The sole measures 3cm for extra comfort.”

How to Resolve It:

• Review the buyer’s claim: Ask for specific details or photos to confirm whether the product was indeed different from what was advertised.
• Offer a resolution: If the product was not as described, offer a refund, replacement, or partial refund depending on your policy.

3. Incorrect or Damaged Item Received

🔴 Issue: Buyer claims they received the wrong item or a damaged product.

Why It Happens:

• Mistakes during packaging or fulfillment.
• Damage during transit, especially with fragile items.
• Incorrect item shipped due to oversight or mislabeling.

How to Avoid It:

• Quality control: Always double-check the order before shipping to ensure the correct item is sent.
• Proper packaging: Ensure the product is well-packaged, especially fragile or delicate items.
• Clear product labeling: Use clear and accurate inventory systems to reduce mistakes.

How to Resolve It:

• Request proof: Ask the buyer to provide photos of the damaged or incorrect item.
• Offer a solution: If the item is damaged or incorrect, offer a replacement, refund, or partial refund based on your return policy.

Example:
“I’m sorry to hear about the damage to the product. Please send me a photo of the item, and I’ll send you a replacement immediately.”

4. Refund or Return Request Outside the Policy Window

🔴 Issue: Buyer requests a refund or return after the period for returns has passed.

Why It Happens:

• Buyers may miss the return window or forget to request a return within the allowed timeframe.
• Some buyers may not understand or remember the terms of your return policy.

How to Avoid It:

• Clearly state your return policy: Display your return policy prominently on your store page and on product listings.
• Remind buyers at checkout: Before completing a purchase, remind buyers of the return policy and the timeframe for returns.

Example:
“Returns are accepted within 7 days of receiving the item for faulty products. After 7 days, we cannot accept returns.”

How to Resolve It:

• Explain the policy: Politely remind the buyer of your return policy and the timeline.
• Offer alternative solutions: If the buyer is outside the return window, offer a discount on future purchases or a partial refund as a gesture of goodwill.

5. Buyer Requests a Full Refund Without Returning the Product

🔴 Issue: Buyer asks for a refund without returning the product.

Why It Happens:

• Buyers may feel that they are entitled to a refund, especially if they are unhappy with the item or if they received the wrong or damaged product.

How to Avoid It:

• Set clear refund terms: In your return policy, clarify that refunds are only provided after the returned item is received and inspected.

Example:
“Refunds will be processed after we receive the returned product and verify its condition.”

How to Resolve It:

• Request return before refund: Politely explain that a return is required before a refund can be processed.
• Offer partial refund: In some cases, you can offer a partial refund if the product is not significantly damaged and the buyer is unwilling to return it.

6. Disputes Over Product Quality or Price

🔴 Issue: Buyer feels the product isn’t worth the price or claims the product quality is not as expected.

Why It Happens:

• The buyer may not have understood the value of the product compared to other offerings.
• Expectations about quality may not align with the price.

How to Avoid It:

• Accurate product descriptions: Be clear about the materials, craftsmanship, and features of the product, and highlight why it’s priced accordingly.
• Set realistic expectations: Ensure that the quality of the product matches the price, and emphasize unique selling points.

How to Resolve It:

• Explain the value: Highlight the features that justify the price.
• Offer a compromise: If the buyer is dissatisfied, offer a partial refund or discount on a future purchase.

7. Unclear Product Availability or Out-of-Stock Items

🔴 Issue: Buyer orders an item that is out of stock or unavailable.

Why It Happens:

• Inventory may be mismanaged, leading to out-of-stock issues after an order is placed.
• Website inventory may not reflect the actual stock due to a system error.

How to Avoid It:

• Regularly update inventory: Keep your product listings up-to-date and remove unavailable items immediately.
• Monitor stock levels: Use an inventory management system to track product availability in real-time.

How to Resolve It:

• Notify buyer quickly: If an item is unavailable, inform the buyer immediately and offer an alternative or a refund.
• Offer an alternative: If possible, offer a similar product in place of the out-of-stock item.

🚨 When to Involve Tradeit Support

If a dispute is particularly challenging and you’re unable to reach a satisfactory resolution with the buyer, escalate the issue to Tradeit Support. Ensure you have all relevant information, including:

• Communication history
• Photos of the product (if relevant)
• Tracking numbers or shipping proof

📑 Conclusion: Managing Buyer-Seller Disputes

By being proactive, transparent, and fair in resolving disputes, you’ll be able to maintain a positive reputation and encourage repeat business on Tradeit.