Sellers Disputes

If a buyer is looking to return an item or get a refund from an order on Star Trading Post, the first thing they should do is contact the seller directly. This should be done directly through the storefront.

Sellers - It is important that you fill out your shop policies to address returns and refunds to be very clear. You should regularly respond to Messages from your buyers within a given amount of time.

Buyers - If you need more information on an item you are purchasing, please contact the Seller before purchasing by clicking the button located on any product page, conveniently located under the "Add to Cart" button.

If you're unable to resolve your issue together, the buyer may file what’s known as a “dispute.” With Star Trading Post’s dispute system, members work together to resolve disputes around orders that are not delivered or are not as described in the listing.

Dispute Eligibility

Eligibility to open a dispute is based using Star Trading Post's Site Message System to communicate instead of personal emails so that Star Trading Post retains an original record of all communications, and on an order's estimated delivery date (if applicable) or processing time and “ship by” date. A buyer can open a dispute for non-delivery or an item being not as described.

Non-Delivery

A non-delivery occurs when a buyer places an order but does not receive the item. Non-delivery disputes include when:

  • There is no proof that the item was shipped to the buyer.
  • An item was sent to an address that is not on the Star Trading Post receipt.

Star Trading Post doesn't hold sellers responsible for shipping delays or errors, as long as the seller can prove that they shipped the item on time to the address on the Star Trading Post receipt. If the item was shipped and has a tracking number, you may be able to contact the shipping carrier directly to open a claim.

Not-as-Described

An item is not as described if the buyer can demonstrate (through photos or other documentation) that it is significantly different from the seller’s listing description and photos. Here are a few examples of not-as-described disputes:

  • The item received is a different color, model, version, or size.
  • The item has a different design or material.
  • The seller failed to disclose that an item is damaged or is missing parts.
  • The buyer received the incorrect quantity of items (e.g., the buyer purchased three items but only received two).
  • The item was advertised as authentic but is not authentic.
  • The condition of the item is misrepresented (e.g., the item is described as new but is used).

Not-as-described disputes can also be filed for late delivery. An order may be considered a late delivery if:

  • The item(s) were ordered for a specific date or event.
  • The item(s) are rendered useless after that date.
  • The seller did not ship the item(s) according to their processing time or the date agreed upon in Messages.

Note: Star Trading Post does not hold sellers responsible for shipping delays or errors, as long as the seller can prove that they shipped the item on time to the address on the Star Trading Post receipt.

If an item is significantly similar to the seller’s listing description and photos, it is not eligible for a not-as-described dispute.

Your Obligations as a Seller

If a buyer opens a dispute, you must work with them to resolve the dispute. Each dispute must remain open until you have reached a resolution. To maintain the integrity of the dispute system, you cannot encourage or require a buyer to user a personal email to resolve the dispute or close a dispute before you resolve a dispute.

Disputes may be closed automatically in the following circumstances:

  • You issue the buyer a full refund through Star Trading Post Payments.
  • The order’s tracking information shows that the package was delivered to the address on the Star Trading Post receipt (for non-delivery disputes only).
  • The buyer closes the dispute if they are satisfied with the resolution.

You must respond to any open disputes. Please see our Seller Protection Policy for more information.

To resolve a non-delivery dispute, you need to provide proof of shipping or a refund to the buyer. Proof of shipping should show that the item was shipped to the address given by the buyer when they purchased the item on Star Trading Post. Proof of shipping could be:

  • A scanned copy of the delivery confirmation or departure information.
  • A shipping service receipt.
  • A customs form.
  • A tracking number and/or tracking information that shows the package was delivered to the buyer.

Star Trading Post doesn't hold sellers responsible for shipping delays or errors, as long as the seller can prove that they shipped the item on time to the address on the Star Trading Post receipt.

In the unlikely event that a dispute remains unresolved for more than 365 days, it is considered to be a late delivery, and the only acceptable resolution is a full refund.

To resolve a not-as-described dispute, you must work with the buyer and Star Trading Post to show that the item was properly described in the listing.

If a dispute isn’t resolved, buyers can escalate the dispute to Star Trading Post’s review. We reserve the right to escalate a dispute early for circumstances such as seller inactivity, harassment, refusal of service, dispute manipulation, and undermining the integrity of the dispute system. Star Trading Post may close or resolve a dispute due to lack of participation from either party. Star Trading Post reserves the right to issue a refund to the buyer and recoup funds from your account if payment was made via Star Trading Post Payments. Star Trading Post may reopen a previously closed dispute to further investigate tracking issues or other aspects of the dispute.

Ineligible Disputes and Transactions

Some disputes and transactions are ineligible for the dispute system, including:

  • Items that are damaged by shipping carrier (if properly packaged by the seller).
  • Items that have been altered, used, worn, washed, or discarded after receipt.
  • Items that are received after the agreed-upon delivery date due to shipping delays.
  • Items that are returned without a return agreement.
  • Items that are accurately described but don’t meet a buyer's expectations.
  • Cost of shipping disputes.
  • Items that are purchased in person.
  • Items prohibited from sale on Star Trading Post, including services and intangible goods.
  • Transactions where payment is not made via Star Trading Post’s checkout system.
  • Transactions where all communications in reference to the transaction take place via personal email instead of the given Star Trading Post Message System.

Last updated on May 5, 2022