Buyer protection helps you recover money when an international order goes wrong.
It usually covers non-delivery, damage, and items that do not match the listing when you can prove the issue.
You get better results when you follow deadlines, keep messages on-platform, and upload clear evidence.
The Core Promise Behind Buyer Protection
Buyer protection is a structured process that helps you resolve specific order problems using platform rules and evidence.
It is not a general guarantee that every purchase will meet your expectations. You get the best outcome when you treat it like a checklist with deadlines.
- A Clear Path To A Refund Or Replacement when delivery fails, the item arrives damaged, or the product does not match the listing.
- A Policy-Based Decision where the marketplace checks tracking, listing details, and your proof before ruling.
- A Deadline-Driven System where missing the dispute window can end your eligibility even if the problem is real.
- A Proof Requirement that favors photos, tracking history, and on-platform messages over verbal explanations.
- A Communication Record that rewards clear, polite messaging and keeps the seller accountable inside the platform.
- A Standard Remedy Framework that usually leads to a full refund, partial refund, replacement, or return-for-refund based on the case.
Situations Buyer Protection Commonly Covers
Buyer protection usually covers issues that the platform can verify with tracking and evidence.
Your case is stronger when your problem matches a clear dispute category.
- Item Not Received: The package was not delivered by the platform’s final delivery deadline.
- Delivered But Not Received: Tracking shows the parcel as “delivered,” but you never received it.
- Item Not As Described: The item differs from the model, specs, condition, or included features described.
- Damaged On Arrival: The item arrives broken or unusable, with clear photos of damage.
- Missing Parts Or Items: Accessories, components, or the correct quantity are missing from the box.
- Counterfeit Claims: Some platforms allow authenticity disputes when you provide the required proof.
- Wrong Item Shipped: You receive a different item, variant, or category than what you ordered.
- Seller Doesn’t Resolve: The seller ignores messages, delays, or refuses a policy-friendly fix.
What “Not Received” Usually Means In International Shipping
“Not received” usually means the platform cannot confirm delivery to your address within the allowed timeframe.
International shipping can pause for days in transit or customs, so the decision often depends on the final delivery deadline and what tracking shows.
- No Delivery Scan By The Deadline: Tracking never updates to a confirmed delivery status.
- Tracking Stalls For A Long Period: Updates stop mid-route, but the package is not marked delivered.
- Customs Hold Without Release: The parcel shows customs processing with no movement past clearance.
- Returned To Sender In Transit: The shipment turns back due to address, paperwork, or carrier issues.
- Delivery Attempt Without Successful Drop-Off: The carrier marks an attempt, but no delivery is completed.
- Delivered Status With Strong Evidence Of Non-Receipt: Marked delivered, but you can show the address or local delivery issues.
- Forwarder or Third-Party Address Complications: Some platforms limit coverage if a forwarding service is used.
What “Not As Described” Usually Includes
“Not as described” means the item you received is meaningfully different from the listing details the platform can check.
Your claim is stronger when you show clear comparisons between the listing and the item in your hands.
- Wrong Model or Version: You receive a model number, edition, or release that differs from the ones listed.
- Different Specs, Capacity, or Features: Storage, size, material, or key features do not match the description.
- Condition Mismatch: The listing says new, but the item shows signs of use or wear.
- Wrong Size Standard: Clothing or shoes arrive in a different sizing system than the listing implied.
- Color or Variant Difference: You receive the wrong color, pattern, or product variant you selected.
- Missing Parts or Compatibility Failures: Key components are missing, or it does not work with devices it was stated to support.
- Region, Power, or Authenticity Issues: Plug type, voltage, region lock, or authenticity differ, and the policy accepts proof.
Damage And Packaging Issues
Damage disputes work best when you document both the item and the packaging right away.
The goal is to show the damage clearly and connect it to shipping or poor packing.
- Photograph The Box First: Capture dents, tears, wet spots, and crushed corners before opening.
- Show The Packaging Inside: Document missing padding, loose fill, or poor protection around the item.
- Take Clear Close-Ups Of Damage: Focus on cracks, bends, scratches, and broken parts in good lighting.
- Include A Quick Condition Comparison: Show the listing photos or description next to what you received.
- Keep Labels And Inserts Visible: Save shipping labels, order slips, and included parts to support your claim.
Partial Refunds, Replacements, And Returns
Buyer protection offers a few standard resolutions, based on proof, claim type, and return rules.
- Full Refund: Used for confirmed non-delivery or major listing mismatch.
- Partial Refund: You keep the item and get money back for the reduced value.
- Replacement or Reshipment: The seller sends the correct item when the platform allows it.
- Return for Refund: You ship it back with tracking, and then the refund is released.
- Return Shipping Rules: The buyer or seller pays according to the platform’s policy and the case’s outcome.
What Buyer Protection Often Does Not Cover
Buyer protection has limits in international orders, so learn what falls outside dispute categories to avoid surprises.
- Buyer’s Remorse: You changed your mind after ordering, even if the item is fine.
- Delays Still Within The Estimated Window: Slow tracking is common and may not qualify yet.
- Minor Variations Disclosed In The Listing: Small color, texture, or measurement differences often don’t count.
- Off-Platform Deals or Messages: Payments or agreements made outside the marketplace are usually not protected.
- Customs Costs or Import Problems: Duties, taxes, seizures, and clearance delays are often your responsibility.
Seller Tactics That Can Weaken Your Claim
Some sellers stall or distract to cut your options, so keep everything on-platform and stick to proof and policy.
- Close Dispute First: They want you to end the case before any refund or reshipment is confirmed.
- Off-Platform Refund: They offer payment outside the marketplace to avoid buyer protection rules.
- Deadline Stalling: They keep you busy with messages so the dispute window runs out.
- Vague Proof Requests: They ask for “more photos” without saying exactly what proof is needed.
- Quick Partial Refund: They push a small refund fast, so you accept less than a proper fix.
- Carrier or Customs Blame: They blame shipping or customs while refusing to take action.
- Changing Terms: They switch the plan mid-chat, like replacement at first, then return later.
How To Use Buyer Protection The Right Way
Buyer protection works best when you follow the process, meet deadlines, and submit clear proof.
- Check Deadlines First, so you know when to open and escalate a dispute.
- Match The Right Claim Type, such as not received, not as described, or damaged on arrival.
- Message the seller clearly on the platform with one request and a short timeline.
- Collect Strong Evidence Early, including photos, listing screenshots, and tracking updates.
- Escalate Before Time Runs Out if the seller stalls or offers an off-platform fix.
- Follow Return Rules Exactly using tracked shipping and keeping receipts and labels.
- Keep Proof Organized so you can upload the right files quickly if asked.
- Avoid Closing The Case Too Soon until the refund is confirmed or the replacement arrives.
The Bottomline
Buyer protection works when you match your problem to the right category, keep everything on-platform, and submit clear proof before deadlines.
International shipping adds delays and gray areas, so timing and documentation often decide the outcome.
Use these steps now to protect your next purchase and file stronger claims when something goes wrong.