A customer has complained. What happens?
We review the order details and the evidence available: product information, your records, photos, delivery information and what the customer tells us.
The resolution depends on what that review finds. It might be a replacement, a partial or full refund, or something else that fits the situation.
Nothing is automatic
A customer reporting a problem does not by itself mean money comes off your payout. The review happens first.
What helps you
- Photos taken at handover
- Order notes recording anything agreed
- Accurate listings, so what the customer received matches what they were promised
- A quick, calm reply when we ask you about it
Patterns matter
Complaints are reviewed for patterns every week. Two or more similar complaints about the same product or the same store trigger a recall review under our Food Recall Plan. See What is a product recall?.
One complaint is an incident. Three of the same kind is a signal.
If the complaint is about safety
Do not wait for the review. Go straight to I think something I sold may be unsafe.
Getting hold of us
Everything goes through support, with the Order ID. If support has not resolved it, there is a formal grievance route.
If the customer contacts you directly first
Answer them. Be straightforward about what happened. A customer who feels heard often does not escalate at all, and one who feels dismissed always does.
Read next
A product arrived damaged When something goes wrong A wrong or missing item was delivered When something goes wrong What happens to my payout if a customer gets a refund? Payments and payoutsWrite to us with your Order ID and what went wrong. We reply within 1 to 2 working days. If it is a food safety matter, call your customer first and do not wait for us.
Email supportLast checked October 2026, against Seller Handbook V7. Fees, refunds and recalls are governed by the Seller Agreement.