How to Resolve a Dispute

How to Resolve a Dispute with a Buyer

Because an Inasbay transaction is an agreement between a merchant and their customer, we recommend that customers contact the merchant first to resolve any issue.

Buyers are required to message a shop before they have the option to open a case. Requests for help will appear in the Messages section labeled Message s un your profile. You’ll also receive an email notification about a buyer’s request for help. 

You have 48 hours from the time of the help request to respond and resolve the buyer’s issue before the buyer can open a case.

How to prepare your shop for a dispute

Here are some ways to prepare your shop for a dispute:

  • Fill out your Terms & Conditions policies help set expectations with the buyer and may protect you if a buyer has a problem with an order from your shop.
  • Regularly respond to Messages from your buyers. Prompt responses can prevent problems from escalating.
  • Ship your orders within your processing times.
  • Make sure that your items and orders match how you describe them in your Inasbay listings.

Make sure that the policies you state are in line with Inasbay listing policies.

What to do when a buyer reports a problem to you

When a buyer reports a problem to you, they’ll send you a message. Work with the buyer through Messages to find a solution that works for you both.


My buyer wants a refund or return

If the buyer requests something that is in line with your shop policies, we recommend agreeing to their request. For example: Your shop policies state that you offer refunds and the buyer requests a refund.

If the buyer requests something that isn’t in line with your shop policies, work with them to agree on a solution.


My buyer emailed me about a problem

If the buyer reaches out to you outside of, direct them to use Messages. This keeps everything in one place, and will help Inasbay Support assist if necessary.

What to do when a buyer opens a case

If you and the buyer can’t resolve the problem through Messages, the buyer may open a case. A case is a formal report of a problem.

As a seller, you must work with the buyer to resolve the case.

What can a buyer open a case for?

Buyers can report a problem to you for any issues with an order. However, they can only open a case for these reasons:

  • A non-delivery case: the order didn’t arrive
  • A not-as-described case: the item(s) the buyer received weren’t what was described in their Inasbay listing(s)


When can a buyer open a case? 

Eligibility to open a case is based on an order's estimated delivery date (if applicable) or processing time and/or “ship by” date, plus 48 hours after the buyer contacts you about the problem. Once eligible, buyers have 100 days to open a case.


How to resolve a case

Usually, cases close automatically once the issue is resolved. 

Cases may be closed automatically in the following circumstances:

  • You issue the buyer a full refund through Inasbay Payments.
  • For non-delivery cases, there’s no tracking information provided or the order’s tracking information shows that the package was delivered to the address on the Inasbay receipt. 
  • The buyer closes the case if they are satisfied with the resolution.

In some cases, Inasbay may need to investigate further in order to resolve the case. If Inasbay reaches out to you to provide more information on any open case, you must respond. 


If the buyer paid through their own PayPal account and not through Inasbay Payments, you may need to provide Inasbay with proof of a PayPal refund before the case can be closed. 

 Inasbay reserves the right to resolve the case on your behalf, if necessary, which can include issuing a refund to the buyer and recouping funds from your Payment account. 

How do I work with my buyer to resolve the case? 

 If the case is open, work with the buyer through Cases in your messages area under your profile:

  • Sign in to and go to your profile messages.
  • Use the Add Your Comment box to communicate with the buyer. Depending on the transaction, you can also take other actions, such as refunding the buyer or updating the shipping information.

 Use the Cases page for all comments and information relating to your case, including proof of shipping or refund. You can upload screenshots or photos directly to the case page by clicking the Attach Image link under the text box.

 How do I provide proof of shipping? 

You may be required to show proof that the order shipped in order to resolve the case..

Proof of shipping should show that the item was shipped to the address given by the buyer when they purchased the item on Inasbay. Proof of shipping could be:

  • A scanned copy of the delivery confirmation or departure information
  • A shipping service receipt
  • A customs form
  • A tracking number and/or tracking information that shows the package was delivered to the buyer

If you don't participate in a case

If you don’t participate to resolve a case against your shop, your account may be suspended.

Both Inasbay and buyers rely on Inasbay sellers to provide excellent customer service. Unresolved cases can indicate to buyers that you're away from your shop, cannot fulfill orders, have not sent an order, or have sent an order that doesn’t match the listing description.  

To unsuspend your account, you need to provide the information requested by Inasbay and help resolve your case. Once your case is resolved contact support to your account privileges.