When a buyer asks for help

A buyer can ask for help with an order from their order page, when it hasn't arrived, arrived damaged, or isn't what was described. Their message comes to you first, and you have 48 hours to sort it out.

When a request comes in

• You get an email and an alert in the Plukio app: A buyer needs help with an order. These always arrive, and there's no switch to turn them off.
• The buyer's message is in Messages, with the order attached.
• The order shows a banner with the buyer's message and the time you have left, and its row on Orders is tagged Needs help.

Your 48 hours

Within 48 hours, do one of these from the order:

• ship it, see Shipping an order;
• refund it, see Refunds and restocking;
• reply to the buyer with what's happening.

A reply alone doesn't close the request. It closes when you refund the order in full, or when the buyer marks it sorted, for example once your shipment or your answer has sorted it out.

When the 48 hours pass and the request is still open, you get a last-call email: the buyer can now ask Plukio to decide.

When Plukio steps in

If the buyer asks Plukio to step in, you get Plukio is reviewing an order, by email and as an app alert. You can still ship or refund the order, and Plukio sees it.

A person at Plukio reads the order and the messages between you and the buyer, then decides within 5 business days (Monday to Friday): a full refund, a partial refund, or closing the request with no refund. The email and the order's banner show the date Plukio decides by.

A refund Plukio decides comes out of your Stripe balance, and Plukio's fee on it comes back to you, as with any refund.

The emails at the end

• The decision, with Plukio's note, when Plukio decides.
• A help request is closed, when the buyer marks it resolved, or it closes on its own because the order was refunded in full or the buyer's bank opened a card dispute. For a dispute, see Disputes and chargebacks.

See also Processing time and ship-by dates and Seller emails and notifications.