Something wrong with an order? Open a case on Biddurs

Most orders arrive and everyone is happy. But sometimes a parcel is late, an item is damaged or the wrong thing turns up. This week we've made that moment clearer for buyers and for sellers. It works on the app and on the website.

Buyers: pick the order, then say what's wrong

Open the order and choose Problem with this order. If you're already chatting with the seller, you can start from the chat and pick the order first. That way the seller always knows exactly which item you mean.

Then tell us three things.

• What's wrong. Not arrived, damaged or doesn't work, wrong item, something missing, changed my mind, or other.
• Photos. These are required for damaged and for wrong item. You can add up to 6.
• What you'd like. A refund, to return it, or nothing, just letting the seller know.

Your case and your photos are posted into the chat with the seller, so you both see the same thing in one place. Only one case can be open on an order at a time.

Sellers: one case, everything you need

In Customer service there is now a Cases filter. Open a case and you'll see the problem, what the buyer would like, their photos and the deadline. You can then:

• Refund and keep item. The buyer is refunded and doesn't need to send anything back.
• Part refund. Choose an amount, up to what is left on the order. The case closes and the buyer keeps the item.
• Ask for it back. The buyer returns the item first.
• Decline. If you don't agree, you can decline the case.
• Close. For a case that is just letting you know, or one opened on the wrong order. The buyer can open it again on the right one.

A case where the buyer is only letting you know is never refunded automatically.

Sellers have 3 days to answer a case. If they don't, Biddurs steps in.

Asking for an item back? You can now add your own prepaid label for the buyer. Returns labels

Refund again, up to what is left

An order can now have more than one refund. If you refund £10 now and need to refund £14 later, that's fine, as long as the total never goes above what the customer paid. Each refund is numbered, and a retry can never pay out twice. The buyer gets a message from the seller whenever a refund is recorded, so nobody is left guessing.

Refund and return screens now show what has been refunded so far and what is left.

Why we built it

Cases keep a clear record of every problem, refund, part refund and outcome. Buyers get a simple way to ask. Sellers get the full picture before they reply, in Customer service. If you're new to selling, take a look at how to sell live and our seller fees. Payments are covered in Payments, VAT and smoother shipping.

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