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Vendors protection policy

Frequently Asked Questions

How am I protected from abusive buyers?

If Cutemesh finds a buyer’s behavior is abusive, we will take action on the buyer and remove negative and neutral feedback and defects, including opened cases in service metrics.

What if something happens that is outside of my control?

We will protect you by removing negative and neutral feedback and defects when things happen that are outside your control, such as weather or carrier delays, or when the item arrives late but tracking shows you shipped on time.

 

An item is returned after it was used or damaged by the buyer

If you accepted a buyer’s return request but the item is returned in a different condition than it was originally sent:

  • You can deduct up to 50% from the refund to recover the lost value of the item
    • We’ll automatically remove any related negative or neutral feedback
    • If the buyer had requested the return because the item didn’t match the listing, we won’t count the return in your “Item not as described” rate in service metrics

If we’re asked to step in after you’ve issued the refund, it won’t be counted as a case closed without seller resolution. We’ll keep the return open for up to 10 days while we work with the buyer to resolve their concerns, and you won’t need to do anything else.

A buyer retracted their bid or didn’t pay

  • If a buyer retracts their bid and it disrupts your auction, you can choose to cancel the order and we’ll remove any related negative or neutral feedback and canceled order defects
  • If the buyer doesn’t pay within the time allowed and you cancel the order, we’ll remove any related feedback and canceled order defects

A buyer demanded something not offered in the original listing

You never have to agree to any changes to the terms in your listing (for example, including additional items or giving a discount). If a buyer demands a change to what you originally offered, you can choose to cancel the order or you can complete the transaction under the original terms. We’ll remove any related negative or neutral feedback and canceled order defects when we can see the buyer’s demands

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