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Support > Market > Non Delivery Problems

Non-Delivery Problems

Smashion uses PayPal to facilitate transactions between buyers and sellers. When you purchase an item, you are forwarded to PayPal to complete the transaction. PayPal sends your payment directly to the buyer's PayPal account.

If the seller has not shipped the item and has not responded to your inquiries, please report it to Smashion Support (support@smashion.com). Smashion will start an investigation and try to contact the seller on your behalf. If the seller fails to resolve the issue within 5 business days, Smashion will advise you to file a claim for a refund. The claim process will depend on how your payment was made.

Payment using a Credit Card

Contact your credit card company and file a dispute. You will provide the transaction date, the amount, and the payee – which is PayPal, not Smashion because Smashion was not involved in the transaction. The charge on your credit card will read something like PAYPAL* [merchant info], which is also printed on your PayPal Receipt.

Note: If you used a credit card through your PayPal account, please notify PayPal of the dispute too (see below).

Payment through your PayPal Account

You will need to contact PayPal customer support to file a claim for a refund. PayPal requires that a claim be filed within 45 days of the transaction.

Below is a quick guide to help you navigate the PayPal dispute process. Keep in mind that PayPal may change the details without our knowledge, so if the steps below are not accurate anymore, please contact PayPal customer support.

Getting a refund from PayPal is a two-stage process: first you open a Dispute, then escalate it to a Claim.

Go to PayPal Resolution Center:

  1. Click on the tab Report a problem, then the Report a problem button.
  2. Next page, check Item dispute, click Continue.
  3. Enter your PayPal transaction ID (not Smashion order number). This can be found on your PayPal receipt or click the Find Transaction ID button.
  4. Select the reason for dispute: "I haven't received my item."
  5. Compose a message to seller. Click Continue to submit the form.
  6. A confirmation page will be displayed to you.

Note: You just opened a dispute. You can wait for a couple of days and see if you get a response from the seller. You must escalate the dispute to a claim within 20 days or PayPal will close it automatically.

Chances are you have already tried to contact the seller on Smashion and received no responses. In this case, you may want to the dispute to a claim right away. To do so:

Go to Resolution Center, click the dispute link to go to the next page. Then click on Escalate this dispute to a PayPal claim.

Related Resources

PayPal Purchase Protection: Section 13, PayPal User Agreement

PayPal Tutorial: How to Dispute a Transaction