Money Back Assistance Policy

Money Back Assistance Policy

Introduction

Most SWJ sales go smoothly, but if there’s a problem with a purchase, the Money Back Assistance Policy assists buyers in receiving the item they ordered or getting their money back.

Buyers can use SWJ’s Money Back Assistance when:

  • They don’t receive an item
  • They receive an item that doesn’t match the listing description

Most sellers work with buyers to quickly resolve issues, but if a solution isn’t reached, we can help.

We may suspend the Money Back Assistance Policy in whole or in part without notice if we suspect abuse or interference with the proper working of the Policy.

What Is Covered

Purchases are covered by the Money Back Assistance Policy when all of the following are true:

  • An item is not received or is not as described in the listing.
  • A buyer reports that he or she did not receive an item or requests a return within the Money Back Assistance timelines.
  • The buyer made the purchase on our site via checkout with one of the following payment methods:
  • PayPal
  • PayPal Credit
  • Credit card or debit card
  • Bank account payment
  • The item was paid for in a single payment (including payments with PayPal Credit).

What Is Not Covered

  • Buyer’s remorse or any reason other than not receiving an item or receiving an item that isn’t as described in the listing (see the seller’s return policy for return options).
  • Refusal or neglect by the buyer in accepting delivery of an item, except as noted under “When Buyer Does Not Receive an Item”.
  • Items damaged during pick-up or shipping or not delivered when the buyer arranges pick-up or shipping of the item (for instance, the buyer arranges freight).
  • Duplicate claims through other resolution methods.
  • Items shipped to another address after original delivery.

When a Buyer Does Not Receive an Item

If a buyer doesn’t receive an item, the buyer needs to report that they didn’t receive the item by contacting the seller. The seller should address the buyer’s concern and provide updates on the delivery of the item, tracking information, or a refund.

If the buyer isn’t happy with the seller’s response or doesn’t receive a response, the buyer can ask us to step in and help.

If asked to step in and help, we review the information provided by the buyer and seller for evidence of successful on-time delivery to the buyer’s address. We require proof of signature to confirm delivery for items with a total cost of $100 or more.

If we determine that the item wasn’t successfully delivered, we will direct the seller to issue a refund of the full cost of the item and original shipping charges.   If the seller does not do so within 15 days of our decision and we will be able to recover the funds from the seller, we will issue a refund for the full cost of the item and original shipping charges.

Generally, the buyer is responsible for accepting an item when it arrives. If the buyer refuses delivery, the purchase is not eligible for the Money Back Assistance Policy.

Exceptions to the acceptance of delivery requirement are:

  • The buyer can provide, via written proof from the carrier, that the package was refused because it arrived empty or was damaged in shipping.
  • The buyer accepted and opened the package only to determine that it was an empty box.
  • The item arrived COD because it did not have enough postage on it.

When an Item Does Not Match the Listing Description

If a buyer receives an item that does not match the listing description, the buyer must request the seller to accept a return.  The seller should address the buyer’s concern and offer a solution, such as accepting a return or offering a replacement or refund, or some combination of these.

If the buyer receives no response or solution, or the buyer returns the item but does not receive a refund or replacement from the seller, the buyer can ask us to step in and help.

If asked to step in and help, we review the item description, photos of the item, if provided by the buyer or seller, and any other information about the item that the buyer and seller provide.  If we can’t determine that the item matches the listing description, if the seller has already offered a return, or the seller’s stated return window and policy applies, we may ask the buyer to return the item to the seller.

When an item is returned to the seller

  • The buyer must return the item in the same condition in which it was received.
  • The seller is required to accept the return at the same location specified in the listing.
  • The cost of return shipping is the seller’s responsibility. For return of items with a total cost of $100 or more, we require signature confirmation.

Either we generate a return shipping label or the seller can provide a label. We add the cost of an SWJ-generated label to the seller’s monthly SWJ invoice. If the seller chooses to offer the buyer an untracked returns label, the buyer will not be required to provide proof of delivery of the return if SWJ is asked to step in and help.

When a return shipping label is made available to the buyer or the buyer chooses to purchase a separate label, the buyer won’t be refunded by SWJ for the cost of the label.

After confirming that the item was returned to the seller, we will direct the seller to issue a refund of the full cost of the item and original shipping charges.  If the seller does not do so within 15 days of our decision and we will be able to recover the funds from the seller, we will issue a refund for the full cost of the item and original shipping charges.

When the buyer arranges shipping or picks up the item, we may not refund the cost of original shipping or pickup.

When an item isn’t returned to the seller

In some instances, we may not require that an item be returned to the seller, for example, if:

  • The seller chooses not to accept a return request or provide a return shipping label.
  • The item location was misrepresented.
  • It is hazardous to ship back the item.
  • The item no longer has a value (for instance, a ticket for a cancelled event).

In these situations, we will direct the seller to issue a refund of the full cost of the item and original shipping charges.  If the seller does not do so within 15 days of our decision and we will be able to recover the funds from the seller, we will issue a refund for the full cost of the item and original shipping charges.

Alternatively, with the buyer’s consent, a partial refund may be given to cover differences between how the item was described in the listing and the actual item the buyer received. When given a partial refund, the buyer isn’t asked to return the item to the seller.  In these situations, if the seller does not do so within 15 days of our decision and we will be able to recover the funds from the seller, we will issue the partial refund for the item.

Counterfeit items

If a buyer suspects that an item is counterfeit, and there are strong indicators that the item is counterfeit, we don’t require the buyer to return the item to the seller. The buyer agrees to cooperate with us to ensure the proper disposal of the item.  In such instances, we will direct the seller to issue a refund of the full cost of the item and original shipping charges.  If the seller does not do so within 15 days of our decision and we will be able to recover the funds from the seller, we will issue a refund for the full cost of the item and original shipping charges.  The buyer may not resell the item anywhere.

Money Back Assistance Policy Timelines

Item not received

  • A buyer can report by email that they didn’t receive an item once the item’s latest estimated delivery date has passed, and for 15 days after the latest estimated delivery date.
  • The seller has 3 business days from the report to respond to the buyer or offer a solution. If the seller does not respond or offer a solution, the buyer can ask us to step in and help.
  • If the buyer doesn’t ask us to step in and help within 30 days of reporting that they didn’t receive an item, the request closes automatically.

Item not as described

  • A buyer must request a return no later than 15 days after the actual (or latest estimated) delivery date, or, if the seller’s return window is longer, within the return window.
  • For event tickets, a buyer must request a return no later than 2 days after the event date or 15 days from the actual (or latest estimated) delivery date, whichever is later.
  • The seller has 3 business days from the request to respond to the buyer or offer a solution. If the seller does not respond or offer a solution, the buyer can ask us to step in and help.
  • The buyer must ship the item back to the seller within 5 business days from when the buyer starts the return. If a seller offered a replacement and the buyer has not shipped the original item back within 30 days of the buyer starting the return, we charge the buyer for the replacement.
  • If the seller offers a refund and doesn’t issue it within 6 business days of the item’s delivery to the seller, the buyer can ask us to step in and help for a period of 10 business days after the refund deadline has passed.
  • If the seller offers a replacement and doesn’t ship the replacement within 5 business days of the buyer starting the return, the buyer can ask us to step in and help for a period of 14 business days after the replacement deadline has passed or the day the original item was returned to the seller, whichever is later.
  • If the buyer doesn’t ask us to step in and help within 30 days of starting a request for a return (or the timelines described if a refund or replacement isn’t received), the request closes automatically.

Latest estimated delivery date

When we have no information about the actual delivery date, we use the latest estimated delivery date. When we have no estimated delivery information, we consider the latest estimated delivery date to be 7 days from payment date for transactions between a buyer and seller in the same country, and 30 days from the payment date for buyers and sellers in different countries.

Extended timelines for Money Back Assistance Policy coverage

In some limited situations, we may extend the period of time in which a buyer is eligible for the Money Back Assistance Policy. This extra time allows us to take into consideration the buyer’s location, the shipping service used, a seller’s extended return window, national holidays, or delays due to circumstances such as natural disaster, national emergency, labor strike, or governmental act, or other circumstances such as fraud.  In most instances, when we extend timelines for Money Back Assistance Policy coverage, in cases where the seller is responsible for requests opened during such an extended timeline, we notify sellers with an announcement on our site.

Seller Funds, Reimbursements, and Fees

Seller funds

After a buyer reports that they didn’t receive an item or requests a return, or when a buyer asks us to step in and help, a seller’s funds may be set aside in the seller’s account with us.

Reimbursements

If a seller chooses to or is required to reimburse the buyer or SWJ, the reimbursement amount is charged to the seller’s payment method on file as outlined in our User Agreement. The seller is required to have a valid payment method on file. The cost of return shipping for an item that is not as described is the seller’s responsibility and if an SWJ-generated return shipping label is used for the return, the return shipping label cost is placed on the seller’s invoice. You can find further details about reimbursements in our Seller Agreement.

Seller fees

If a seller issues a buyer a full refund before we’re asked to step in and help, we credit our fee that was charged to the seller.

Using Other Programs To Address a Concern

Buyers cannot use more than one resolution method to get a refund.  After selecting a resolution process – Money Back Assistance Policy, PayPal Purchase Protection, or requesting a chargeback from their payment provider – a buyer is required to use only that process to resolve the transaction issue.

If a buyer requests a chargeback from their payment provider or files a PayPal Purchase Protection dispute, any requests opened through the Money Back Assistance Policy for the same transaction are immediately closed.

Fraudulent Claims

Fraudulent claims may include:

  • A buyer opening excessive requests or duplicate requests using other programs.
  • A buyer filing a chargeback after knowingly receiving a refund

Buyers who file fraudulent claims are subject to consequences outlined in the Abusing SWJ section of the Buyer Agreement. In addition, we reserve the right to indefinitely suspend the buyer’s coverage under the Money Back Assistance Policy.

Other Terms

  • Buyers and sellers permit us to make final decisions about all cases, including appeals.
  • We may provide buyers and sellers with access to each other’s names, user IDs, contact information, and other information relating to a request.
  • When a buyer and seller don’t speak the same language, we may assist with communication until the issue is resolved.
  • The Money Back Assistance Policy is not a product warranty.
  • In some situations, we may open and decide on a request on behalf of the buyer. This includes situations in which a seller is suspended for fraudulent activity.

We reserve the right to fix any processing errors we discover by debiting or crediting the payment method used for the incorrect refund or reimbursement.

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