Check the tracking on the order page first. With no movement for 7 days after shipping, open a “Parcel never received” claim: the order is frozen, the money stays on hold, and moderation decides after hearing the seller.

Don't throw anything away. Photograph the parcel, the packaging and the seal, then open a “Seal broken or missing” claim from the order. The seal number and the seller's video are the evidence.

Open an “Item differs from the listing” claim with photos. If moderation sides with you, you are refunded in full, shipping included.

As soon as moderation decides, the refund goes back to the payment method you used. Allow 5 to 10 working days depending on your bank.

Check the seal and the item. If all is well, press “All good” on the order: the seller is paid right away. Otherwise, open a claim. Without a reply or a claim within 5 days (an email reminds you), the order closes on its own.

As soon as the buyer confirms everything is fine, or automatically 5 days after delivery if he says nothing and no claim is open. Payouts are requested from the dashboard.

From the order or the conversation, “Block this buyer”: he can no longer message you, buy, bid, tip or become a fan. His ongoing orders continue. To report him, open a “Problem with a buyer” claim.

Data export and account deletion are done from My account, Privacy section. For anything else, open a “My account” claim.