Occasionally a buyer and a seller cannot agree. Somebody wants a refund the seller thinks is unwarranted, or a buyer says an item does not work and the seller says it does. Here is what happens then.
The thread comes first
We will not step in before the two of you have tried. Most disputes are a misunderstanding about what was promised, and they resolve in two messages once somebody states plainly what they expected.
What we read
The item description as it was at the time of purchase, the licence tier bought, the support conversation in full, and the item itself. We install it if we need to.
The description is the promise
This is the rule that decides most cases. If the item does what the page said, the buyer does not get a refund for wanting more. If it does not, the seller's opinion about how reasonable the expectation was does not change the outcome.
What we do not weigh
- How long either party has been on the platform
- How much the seller has earned
- How politely either side has argued
A large seller and a first-time seller get the same reading of the same facts.
What follows
If a refund is due, the licence is revoked and the buyer must stop using the item. If it is not, we say so plainly to the buyer rather than leaving it ambiguous. Either way both sides are told the reason, not just the result.
The full rules are in the refund policy.
