Reporting a problem
| The problem | Where to report it | What happens next |
|---|---|---|
| A listing looks wrong, fake or against the rules | On the bottle page, press Report a problem, choose a reason and add details. You need to be signed in. | Our team is alerted straight away, reviews the listing, and can take it down. |
| Something is wrong with a bottle you bought | Your Dashboard, the order, Report a problem. Open until the end of the 7th day after delivery. | It opens a dispute. Our team looks at the order, photos, messages and tracking, and can refund you. See Paying, refunds and problems. |
| Something is wrong with a swap | On the swap, Report an issue. It stays there until the swap is completed. | Our team looks at both sides. See Swaps. |
| A member is behaving badly, or asks you to pay or talk outside ScentSell | There is no report button on a profile yet. Report the listing or the swap it relates to, or email sniff@scentsell.com.au with the member's name and what happened. | Our team reads the messages in context and can warn, suspend or stop the member selling. |
| A rating you think breaks the rules | Open the order (or the swap) and press Ask ScentSell to review this rating, with your reason. | See Ratings. |
| Something on the site is broken | The Report a problem link in the app opens an email to us. See Bugs. | We read every email. |
Emails to sniff@scentsell.com.au go to Justin and Bec, who run ScentSell.
Tips that help us act faster
- Screenshots of the listing or the messages.
- Photos of the bottle, the base or batch code, the box and the packaging, if you have the parcel.
- The tracking number, if it is about postage.
- Do not send the bottle anywhere until our team asks you to.