When you meet up with your seller it is your opportunity to inspect the item to ensure that it matches the photos and description in the original listing. In most cases our users have already discussed the condition of the item and so the inspection is just a formality, both users can get what they want out of the exchange and walk away happy. In some cases, the item does not live up to the description or there are problems that have not been disclosed before the meet up. If you identify any issues with the goods compared to the listing you are still protected, your payment is not released to the seller until they have the collection PIN. 

The first thing we recommend you do is to speak to the seller. It is often possible to resolve any minor problems by discussing the issue and trying to find a solution that both parties are happy with. 

If you are not able to come to an agreement, you will need to identify the specific reason why you have an issue with the item and document the problem by taking photos or writing notes. 

Do not share the collection PIN with the Seller if you are not going to take collection of the goods. Instead, you should access the link on your ‘My Purchase’ page to cancel the order and request a refund. You will be asked to input some details of why you feel the item does not match the description, and we will then process the cancellation and refund of your purchase price. 

It is important to note that you will be required to provide information relating to the problem with the item upon request in order to ensure a smooth refund process.