As we continue expanding, we understand that fraud prevention and dispute handling are important topics when deciding where to sell. We want to reassure you that refurbed is actively working on its internal fraud prevention framework in all marketplaces. We have recently tightened and tested additional fraud-prevention rules, implementing stronger payment authentication and enhanced monitoring of suspicious customer, payment, and delivery patterns. Reported fraud attempts and disputes are being reviewed closely so that we can react quickly, improve our controls, and reduce the risk of fraudulent orders reaching you.
We also want to clarify an important point: when you are suspecting an order as potential fraud, you're expected to act accordingly. You have the freedom to cancel an order if you suspect a potential abuse. If the order hasn't shipped yet, cancel it and refund the customer. If it has shipped recently, attempt to recall the parcel and refund the customer. If it has already shipped and cannot be recalled, let us know and our Customer Service team will support you through the resulting dispute. Leaving a flagged order unshipped, unrefunded, and unanswered is never the right approach, and will not protect you. It simply leaves the case unresolved.
Separately, and just as importantly: fraud-related losses are not automatically passed on to you. If a customer disputes the charge with their bank or payment provider, the customer is refunded either way. What's determined afterward is who bears that cost?
You won't be charged if you are following the guidelines:
- Address compliance: The order was shipped to the address confirmed at checkout, with no changes made after checkout.
- Shipping timeframe: The order was shipped within the required timeframe, and that timeframe was communicated to the customer at checkout.
- Valid tracking link: A valid tracking link was provided to refurbed.
- Signed proof of delivery for orders over €300: Required specifically above that threshold.
- Proof of delivery meets PSP requirements: The delivery proof complies with the relevant payment provider's own rules. Meeting refurbed's general tracking requirement isn't automatically enough if the PSP's specific policy asks for more.
- Timely responses: All inquiries from refurbed or the customer service team were answered within the specified timeframe.
- Refund processed on time: Any refund owed on the order was issued in accordance to the Seller Guide's deadlines within the specified timeframe. If the system blocks refund issuance after a dispute has been opened, the seller must contact CS to have the refund processed.
- No PSP policy violation: The order and related handling complied with the applicable payment service provider policy.
If you are following the right process, you will be protected. This evidence is essential for us and the payment providers to defend the case properly, so please provide it as soon as it's requested. To protect both you and your customers, all fraud-related communication should continue to take place through refurbed's official channels, and any suspected fraud or security incident should be reported to us within 24 hours of becoming aware of it. Our goal is to continue growing together while ensuring you feel protected, supported, and confident in opening your stock to new demand.