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Paying, refunds and problems

At checkout​

  • You pay through ScentSell checkout, by card, or Afterpay where it is offered. Stripe handles the payment; ScentSell never sees your full card number.
  • You cannot buy your own listing, and you can only buy from a seller who has finished setting up payments.
  • ScentSell uses Stripe Connect destination charges: the seller receives 85% of the price at checkout and ScentSell keeps 15% commission. ScentSell does not hold your money until the bottle arrives.
  • Never pay outside ScentSell. A request to pay by bank transfer, PayID, PayPal or cash arranged in messages is against the rules, and those payments have none of the protection below.

If something is wrong with your order​

Most problems sort out fastest if you message the seller first. If that does not fix it, open the order in your Dashboard and press Report a problem. This opens a dispute with our team and holds the order open. The reasons are:

  • not as described;
  • damaged;
  • not received;
  • suspected fake;
  • something else.

Only the buyer can open a dispute, once per order. You can report a problem from the time you pay until the end of the 7th day after the parcel is recorded delivered (Brisbane time), whatever the order shows. Confirming receipt does not shorten this. If the parcel never shows as delivered, the 7 days start when you confirm receipt or when ScentSell closes the order (14 days after posting). After that, Report a problem no longer shows and the site says the day the 7 days ended. Keep the bottle, its box and the packaging until our team has looked at it.

Our team reads the order, the photos, the messages and the tracking, and may contact both of you. See also Counterfeits and fakes and Australian Consumer Law.

Refunds​

  • Refunds are made by our team, or automatically when a seller does not post (see Postage).
  • A refund returns the whole payment to the card or Afterpay account you paid with. The seller's share is normally taken back from their Stripe account, and ScentSell gives back its commission.
  • The order then shows as cancelled and refunded. How long the money takes to appear depends on your bank.

When an order completes​

An order completes (closes) when the first of these happens. Completing does not end your 7 days to report a problem.

  1. you press Confirm receipt;
  2. tracking shows the parcel delivered and the waiting time after delivery has passed. Right now that waiting time is zero, so a delivered order completes at the next daily check, around 6am Queensland time;
  3. 14 days have passed since the seller posted it, if it never shows as delivered.

Orders with an open problem report are never completed by these rules: the database refuses it, and only our team can close the order once they have resolved the report. Ratings open when the parcel arrives, not when the order completes (see Ratings).

If a problem is reported on an order that has already completed, it shows as disputed again and our team can refund it in the usual way.

Because the seller is paid at checkout, completing an order does not move money. It closes the order.