If a customer has a problem with their membership account, or if they change their mind about joining Gigantic Listings, they’ll get in touch with us and request cancellation of the membership within 7 business days to resolve it, after which the membership shall remain active.

What to do if a buyer has an issue

Help the buyer with an item that has not arrived: If a buyer doesn’t receive their item, they’re entitled to a refund unless you can provide tracking information from the couriers.

Handle a cancellation request: If a buyer opens a cancellation request with you, you have 7 days to approve or decline it. If you approve it and the buyer has already paid for the item, you have 14 business days to issue a refund. If you don’t refund the buyer within 14 days, they can file a claim through Gigantic Listings.

Return Shipping: If you accept a return from the buyer, they need to send the item back to you before you issue a refund. If the buyer is sending an item back because it doesn’t match the listing description or it arrived damaged or faulty, you’re responsible for the cost of return shipping, even if you don’t offer returns. If they simply changed their mind or ordered the wrong item, who pays for return shipping is determined by your return policy.

Offer a refund: Sellers can offer buyers full or partial refunds up to 14 days after the original transaction date. If there’s an open cancellation request, return, Gigantic Listings claim, or an open dispute made outside of Gigantic against an order, then the Send refund option will not be available. 

Handling payments disputes: In some situations, a buyer may ask their financial institution to open a payment dispute if they believe there’s an issue with their order. Learn how to handle a payment dispute on a Gigantic Listings transaction.

Unable to resolve the buyers’ issue? Ask Gigantic Listings to step in.

Ask Gigantic Listings to step in: If you and the buyer haven’t been able to come to an agreement after 7 business days, you can ask us to step in and resolve the issue. We’ll assess all the information and come to a decision. It’s important to remember that if you ask us to step in and we close the case in the buyer’s favor, you could receive a defect (which might affect your seller standards), so you should only ask us for help when you’ve exhausted all other options.

Appeal Gigantic Listings on a case: If you disagree with our decision after we’ve been asked to step in, you can ask us to take another look for up to 30 days after the claim has been closed. In order to request an appeal, you must provide additional details for us to take into consideration, such as photographs showing there’s nothing wrong with the item. We’ll review your new information and get back to you with our final decision, usually within 48 hours.

Tips for avoiding issues with buyers

Setup your return policy: When you sell or list on Gigantic Listings, you can save time managing your return requests by setting up rules that automatically accept returns or issue immediate refunds. Automating your return process can not only save you time but also provide a great experience for your customers.

Avoid disputes with buyers: To avoid future problems, our article shares best practices for creating listings, tips for packing and shipping items, and advice for communicating with buyers.

Need help?

Contact us at {email} for questions related to refunds and returns.