Rejections

What are rejections?

If something isn’t right with your delivery — whether items arrived damaged, the wrong product was sent, or quality isn’t up to standard — you can raise a rejection. This lets the seller know there’s an issue and kicks off a simple process to get it resolved.

You can raise a rejection at any time after delivery. There’s no deadline.

How it works

A rejection follows three simple steps:

1. The buyer raises a rejection — You tell us what’s wrong, how many units are affected, and upload any photos or documents as evidence.
2. The seller responds — The seller reviews your rejection and either accepts it or disputes it.
3. It gets resolved — If accepted, you’ll receive a credit. If disputed, our admin team steps in to make a final decision.

For buyers

Raising a rejection

You can raise a rejection against any line item on your order. When submitting, you’ll need to provide:

• Which line item is affected
• How many units you’re rejecting (this doesn’t have to be the full quantity — you can reject just the affected portion)
• A reason from the list below
• A description of what went wrong
• Evidence such as photos or documents (optional, but recommended)

You can raise more than one rejection against the same line item if you discover additional issues later.

Rejection reasons

When raising a rejection, choose the reason that best describes the issue:

Good to know

• Once you’ve submitted a rejection, it cannot be withdrawn, so please double-check the details before submitting.
• You can track the status of all your rejections at any time.

For sellers

Reviewing a rejection

When a buyer raises a rejection against one of your line items, you’ll be able to see everything they submitted — the reason, their description, the quantity affected, and any evidence they’ve uploaded.

You then have two options:

Accept

If you agree with the rejection, select Accept. A credit will be issued to the buyer automatically (see How credits work below).

Dispute

If you believe the rejection is unfair or inaccurate, you can Dispute it. You’ll need to explain why you’re disputing and can upload your own evidence to support your case.

Once you’ve disputed, the rejection is escalated to our admin team for a final decision.

Good to know

• Once you’ve accepted or disputed, your response is final and cannot be changed.
• There is no deadline to respond, but prompt responses help keep things moving for everyone.

Admin review

If a seller disputes a rejection, our admin team reviews all the evidence from both sides and makes a final, binding decision.

Admin will either:

• Uphold the rejection — the buyer’s claim is valid, and a credit is issued.
• Side with the seller — the rejection is dismissed, and no credit is issued.

Coming soon: We’re working on the ability for admin to partially uphold rejections (for example, agreeing that 30 out of 50 units were affected). For now, the decision covers the full rejected quantity.

How credits work

When a rejection is accepted (either by the seller or by admin), we’ll make sure you’re not charged for the affected items.

If the seller’s invoice hasn’t been sent yet, we’ll adjust it directly — removing the rejected items and their value.

If the invoice has already been sent or paid, we’ll raise a credit note against that invoice for the value of the rejected items. The credit amount is simply the unit price multiplied by the number of rejected units.

For full details on how credit notes are applied, see our Credit Notes documentation for buyers or sellers.

Rejection statuses

You can check the status of any rejection at any time. Here’s what each status means:

Questions?

If you have any questions about the rejection process, please get in touch with our support team. We’re happy to help.