Published: August 8, 2025
🔄 What's Changing
We've updated how disputes are handled when customers challenge a transaction with their payment provider (like Klarna or PayPal). The main change: if a dispute is lost because you didn't provide necessary information on time, you may now be charged for related fees.
📌 What You Need to Do
To avoid dispute charges, ensure you:
- Ship all orders to the original checkout address without any post-checkout changes (address changes may void buyer/seller protection)
- Dispatch orders within the required timeframes as outlined in the Seller Guide
- Provide valid tracking links for all orders
- Include signed proof of delivery for orders over €300
- Submit documentation that complies with payment provider requirements (Klarna Shipping Policy or PayPal Seller Protection Requirements)
- Respond promptly to all inquiries from refurbed or payment providers within specified timeframes
- Process refunds in accordance with the Seller Guide
🎯 Why It Matters
Following these steps protects you from unnecessary charges. For example, if Klarna charges a €15 dispute fee because of a delayed response, this fee will now be passed on to you. By keeping good records and responding promptly, you can avoid these extra costs.