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 Policy

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Cases Policy

Opening a Case

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When a buyer is looking to return an item, get a refund, or otherwise notify a seller of a problem with their order, the first thing they must do is contact the seller directly via the Help with Order link within Purchases and Reviews and let the seller know the issue. It is important for sellers to fill out their shop policies to address returns and refunds, and for buyers to read and understand those policies before ordering.

Sellers are expected to regularly respond to Messages, including Help with Order messages, from buyers. If a buyer has reached out to the seller by selecting Help with Order within the Purchases and Reviews section of their account, and hasn't heard back within 48 hours, or if the seller is unable to resolve the issue within 48 hours, buyers can open what’s known as a “case.” With us case system, a buyer alerts that there is an issue with their order that they were unable to resolve with the seller within 48 hours, and we will assist in the resolution of the case between the buyer and seller. This may include, but is not limited to, automatically closing the case and issuing a refund, or reviewing the case further to help both parties work together to resolve the issue.

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Case Eligibility

In order for a case to be opened with us, an order must meet the following criteria:

  1. The order is within the eligible time frame to open a case, based on an order's estimated delivery date (if applicable) or processing time and “ship by” date. This Help article explains case time eligibility.

  2. The buyer has reported the order issue to the seller by selecting Help with Order within the Purchases and Reviews section, and has given the seller 48 hours to resolve the issue.

  3. The buyer wants to open a case because the item never arrived, arrived after the estimated delivery date window, arrived damaged, or does not match the listing description, as described below.

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Purchase Protection Program

In many cases, order issues can be resolved directly with the seller, or items can be returned according to the seller’s return policy. However, we believe that you should always get the item you ordered, or get your money back, so when those expectations aren’t met, we will step in to support you. Buyers will receive a full refund for purchases that never arrive, arrive after the estimated delivery date window, arrive damaged, or do not match the listing description.

If an order does not meet the expectations in our program, the buyer is entitled to a full refund, including all taxes and shipping costs:

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A. Items are delivered on time. They should be shipped within the seller’s stated processing times, and delivered to the address provided by the buyer at the time of purchase on us. Updates to processing times or shipping address through Messages or other informal channels will not qualify. Please note that if an item was shipped and has a tracking number, you may be able to open a shipping carrier claim by directly contacting the shipping carrier. Items that arrive late due to forces outside the seller’s reasonable control, such as a carrier strike, natural disaster, war, civil unrest or similar force majeure event, as determined by us in its sole discretion, do not qualify for us Purchase Protection Program.

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B. Items arrive undamaged, and are packaged to withstand handling in transit.

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C. Items match the listing description. Items received should not be significantly different from the listing description or photos. We may ask the buyer to provide us with documentation to demonstrate that the item is significantly different. Here are a few examples of qualifying scenarios:

  • 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).

  • The item was shipped from a different location than advertised

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Ineligible Disputes and Transactions

Unless required by law, some disputes and transactions are ineligible for the case system, including:

  • Items that have been altered, used, worn, washed, or discarded after receipt.

  • 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.

  • Transactions where payment is not processed by Wix Payments, for example in an offsite transaction.

  • Disputes covered by local warranty or return laws applicable to a seller or their product

Wherever a qualifying case is escalated for us review, we will evaluate the claim to the best of our ability. Please be aware that our case mediation capabilities may be limited for certain types of items, which may result in a refund. Us reserves the right, in its sole discretion, to change its original decision based on information obtained after the case was originally evaluated.

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