Return or dispute

2 Say what is wrong

Sofia chooses Return 1 (the other choice is Dispute), writes what is wrong 2, adds two photos 3 and taps Open case 4. The form says the seller is told and the payout is blocked while the case is open.

3 The case is open

Sofia reads the status 1: Open, waiting for review. The case shows her reason and photos and where it is on the way to a decision; the order is now In dispute. She can add to the case or withdraw it. A push “Your case is open” arrives on the phone.

4 Claire is told

Claire gets a push on her phone: “A case was opened on your order”, with the bag and the date she must respond by 1. On the website the same notice waits in the notifications. Case notifications cannot be switched off. Tapping the push opens the case.

5 The payout is blocked; Claire answers

Claire reads the buyer’s reason and photos 1 and the payout line 2: Blocked while the case is open, with the net after commission. She taps Add a statement 3, types hers 4 and taps Send 5; it is listed with who added it and when. She sees the response deadline, never the buyer’s address.

6 The administrator opens the queue

Elena opens Cases 1 in the sidebar, sets the status filter to Open 2 and taps the row of the Lisette Paris Quilted Flap Bag, Sofia Marin and Maison Arden 3. The table shows the order, kind, parties, opened date, response deadline and status; the list is filtered by status and by kind.

7 Review the case

Elena taps Take under review 1: the case is assigned to her. She reads Sofia’s reason and photos beside Claire’s statement 2, the order panel with the payment collected and the payout blocked 3, and the order’s case history, which shows no earlier case 4. Decide opens once both sides have answered or the response window has passed. Request evidence is the other way on.

8 Decide

With the case under review, Elena taps Decide 1 and chooses Return the item and refund in full 2, selects the responsible party, Seller 3, writes the reason 4 and taps Confirm decision 5. The decision is recorded with her name and the first decision stands. The case then reads “Decided: return and full refund” and “Waiting for the return”. No way to contest the decision is drawn.

9 The decision reaches Sofia

Sofia opens the push “Your case was decided” 1, reads the decision and the administrator’s reason 2 and taps Get the return label 3. The case stands at the return stage and the order is still in dispute. The refund of the item waits for the seller’s confirmation, and the shipping line says “To be discussed”. No return cost line is drawn. Claire gets the same decision on her side.

10 Ship the bag back

Sofia reads the return label 1: to Claire’s address in Antwerp, Northline Express, with the tracking reference. She hands the parcel to Northline Express 2 and goes back to the case 3. The case reads “Return on its way” with the progress: picked up Wed 21 Oct, 11:00, in transit, and later delivered Fri 23 Oct, 14:45. The refund waits for the seller’s confirmation. Insurance is not shown.

11 Claire confirms receipt

Claire opens the push “The returned bag has arrived” 1, checks the bag and taps Accept the item 2; the other action is Report a problem. The return was delivered Fri 23 Oct, 14:45; she has a window to confirm (no length shown). After accepting, the case reads “Receipt confirmed Mon 26 Oct, 09:15”. Her payout stays blocked, and is cancelled once the case closes.

12 The refund is carried out

Sofia opens the push “Your refund is done” 1 and reads the payment status 2: first “Refund in progress”, then, when the payment provider confirms on Tue 27 Oct, 08:30, Refunded, €4,300.00 to the card charged, in the amount and currency charged. The shipping line says “To be discussed”. The case is closed and the order is Cancelled, full refund. No rating is offered on a cancelled order. Claire’s order also shows cancelled, and her payout is cancelled (not drawn).

13 Claire reports the bag is not as sent

Alternative: after the return arrives, Claire taps Report a problem 1, writes what is wrong 2, adds photos 3 and taps Send report 4. The case goes back to the administrator’s queue and the refund is held; both sides are told. Elena reviews it again on the case review screen (step 7).

14 The administrator asks for more

Alternative: Elena taps Request evidence 1, picks Sofia or Claire 2, writes what is needed 3 and taps Send request 4. The person gets a push and answers on the case; the case shows “Waiting for evidence” until they do. The flow goes on at step 8.

15 Sofia withdraws the case

Alternative: Sofia changes her mind before any decision. She taps Withdraw my case 1 and confirms in the dialog 2. The outcome is “none”, the order goes back to Delivered, the payout returns to on hold and the rest of the protection period resumes. This rejoins the “Buy directly” flow at its step 8.