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RESOLVING CONCERNS

A clear route from problem to resolution

Find the right path for an order, payment, product, seller or marketplace complaint—and keep a complete record at every step.

Your legal rights remain

Sibro’s review is an internal marketplace process. It does not remove mandatory consumer rights, regulator access, legal deadlines or the right to go to court.

CUSTOMERS

Order or delivery problem

Start from Your orders so the product, seller, payment and delivery record can be identified.

Open Your orders ›

SELLERS

Account or transaction dispute

Use Seller Central for order evidence, payouts, listing decisions and account appeals.

URGENT

Safety, fraud or immediate risk

Stop using an unsafe product. Contact emergency services or police first if anyone is in danger.

THE SIBRO PROCESS

Four stages, one clear record

Use the earliest suitable stage. Complex matters may require more evidence or referral to another responsible organisation.

Contact the other party

Use Sibro messaging to explain the problem, requested remedy and a reasonable response date.

Open a Sibro complaint

Provide the order or listing reference, previous messages, key dates and supporting evidence.

Review and decision

Sibro reviews marketplace records, may request both sides’ evidence and explains the outcome.

Appeal or external route

Submit relevant new facts or use an applicable ADR body, authority, ombudsman or court.

ISSUE DIRECTORY

Disputes that can arise in a marketplace

Selecting the closest issue helps route the complaint. A case may cover several categories.

18 issues

Order & delivery

Order not received

Tracking shows no delivery, the parcel is late, delivered to the wrong address or marked delivered but cannot be found.

Product issue

Item damaged, defective or not as described

The product arrives damaged, does not work, differs materially from the listing or lacks advertised parts or features.

Order issue

Wrong item, quantity or variation

The seller sends a different product, size, colour, model, bundle or quantity from the order confirmation.

Returns

Return or statutory guarantee dispute

The parties disagree about withdrawal, a return exception, repair, replacement, price reduction, refund or return costs.

Payments

Refund delayed, missing or incorrect

An approved refund is not issued, is partial without explanation or has not reached the original payment method.

Payments

Payment, billing or duplicate-charge issue

A payment fails, is duplicated, uses the wrong total or includes an unexpected charge, tax or delivery fee.

Account security

Unauthorised transaction or account takeover

A customer reports an order or account action they did not authorise, or suspects compromised credentials.

Trust & safety

Counterfeit, unsafe, recalled or prohibited product

A listing may infringe rights, create a safety risk, be subject to recall or breach Sibro product policy.

Delivery

Delivery damage, loss or carrier conduct

The parcel is lost or damaged in transit, delivery evidence is disputed or the carrier does not follow agreed instructions.

Service

Seller communication or service complaint

Messages are unanswered, disrespectful or misleading, or agreed customer-service actions are not completed.

Content

Review, content or reputation dispute

A user challenges a review, seller response, product content or moderation decision as false, abusive or unlawful.

Legal rights

Intellectual-property complaint

A rights owner alleges that a listing, image, brand, design, text or product infringes a trade mark, copyright, patent or design right.

Seller appeal

Seller account or listing restriction

A seller challenges listing removal, withheld functionality, verification outcome, selling restriction or account suspension.

Seller finance

Fees, commissions, subscription or payout

A seller disputes marketplace fees, subscription renewal, adjustments, reserves, payout amount or payout timing.

Seller operations

Inventory, fulfilment or shipping-label issue

Stock records, order allocation, dispatch status, return routing or shipping-label information is incorrect.

Tax & invoices

Tax, invoice or VAT information

A buyer or seller disputes invoice details, VAT treatment, tax information or the displayed business identity.

Rights

Privacy, personal data or accessibility

A person requests data-rights support, reports unwanted disclosure or cannot use a Sibro service because of an accessibility barrier.

Marketplace integrity

Fraud, abuse or policy circumvention

A party reports deceptive listings, fake documents, review manipulation, off-platform payment pressure or misuse of marketplace systems.

PREPARE YOUR CASE

Information that helps resolve a dispute

Order number, listing URL, seller name and product title
A short timeline with purchase, delivery and contact dates
Relevant Sibro messages and the remedy already requested
Photos or video of damage, packaging, labels and serial numbers
Tracking, carrier records, return receipt and payment reference
For sellers: invoices, fulfilment, compliance and payout records

Share information safely

Do not send passwords, one-time codes, full payment-card numbers or unrelated identity documents. Sibro will identify any secure verification channel that is genuinely required.

POSSIBLE OUTCOMES

Proportionate remedies based on the case

Customer remedy

Return, repair, replacement, price reduction, refund or delivery-cost adjustment where applicable.

Payment correction

Payment release, reversal, refund trace, billing correction or referral to the payment provider.

Listing action

Correction, warning, suppression, removal, recall support or requests for compliance evidence.

Account action

Education, restriction, reinstatement, reserve review or suspension where justified by policy and law.

INDEPENDENT OPTIONS

When Sibro’s process does not resolve the matter

Consumers may contact the competent national consumer authority or an accredited alternative dispute-resolution body where one is available. Depending on the issue, a data-protection authority, market-surveillance authority, payments ombudsman, police or court may be the correct route.
The former European Commission Online Dispute Resolution platform is no longer available. Do not rely on old links to that service.

Using Sibro support does not suspend statutory limitation, chargeback, authority or court deadlines. Obtain independent advice when a deadline or significant loss is involved.

COMMON QUESTIONS

Complaints and disputes FAQ

Is Sibro the seller?

For marketplace purchases, the business identified on the product and order pages is normally the seller. Check your order and invoice to identify the contracting party. Sibro provides the marketplace and can review concerns about the marketplace service or help with an unresolved seller dispute.

What evidence should I keep?

Keep the order or listing reference, seller details, relevant messages, key dates, photographs, tracking and return receipts, and payment or refund references. Describe what happened and the remedy you requested. Do not send passwords, one-time codes or full card details.

Can Sibro guarantee a particular outcome?

No. The outcome depends on the facts, available evidence, applicable rights and the responsibilities of the parties involved. Raising a complaint does not automatically approve a refund, reverse a payment or reinstate a seller account.

Can I use an external dispute body?

You may use an appropriate consumer authority, accredited alternative dispute-resolution body or other competent organisation where available. Depending on the issue, this could include a data-protection authority, payment-provider complaint route, police or court. Sibro support does not suspend applicable deadlines.

What if the issue involves immediate danger or crime?

Contact local emergency services or police first if anyone is in immediate danger. Stop using a product you suspect is unsafe, and preserve relevant records when it is safe to do so. Report the listing or order details to Sibro afterward; do not wait for an online reply during an emergency.

How do I submit a complaint to Sibro?

For an order-related problem, start in Your orders and contact the seller through the available order options. If the matter remains unresolved, use Contact Sibro with the order or listing reference, a brief timeline, previous steps and the outcome you are requesting.

How long will it take to resolve my complaint?

The time needed depends on the issue, evidence and responses required from other parties. Keep your request reference and provide any requested information promptly. Do not assume an online support request extends a return, chargeback, legal or other time limit.

What should I do if the seller does not reply?

Keep a record of your messages and when you sent them. Contact Sibro with the order reference and explain that the seller has not responded. Include the problem and the remedy you requested. Avoid opening repeated requests for the same issue unless instructed.

Can I appeal a decision I disagree with?

Ask for a review using the available appeal or contact route, quoting the case or order reference. Explain which part of the decision you dispute and provide relevant new evidence or identify an error. A review request does not guarantee a different outcome.

Does opening a complaint automatically give me a refund?

No. A complaint must be assessed, and any refund or other remedy depends on the circumstances and applicable rights. If a refund has been issued, your bank or payment provider may need additional processing time. Check the original payment account and ask for help tracing a missing refund.

Ready to raise a complaint?

Tell us who is involved, what happened, what you have already tried and the outcome you are requesting.