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We are introducing changes to the product complaint process
See what we are changing and what improvements are planned for the coming months.
We are working to make the product complaint process on Allegro clear for buyers and easy to handle for sellers. That is why we will make a series of changes to the process.
We have already edited the complaint form for buyers, adding more steps and fields that they need to complete. We are introducing changes to the complaint form for buyers gradually. It may take us about a week.
What it means for you
The Discussions with buyers tab will be called Complaints and discussions with buyers. The Discussions you will find there are divided into ones started due to a complaint and others. We will be introducing the changes gradually, starting April 16. It may take us about a week.
Select submission type: Complaint to see all the Discussions started due to complaints. In such a Discussion, you will immediately get all the information you need to process the complaint in accordance with the current regulations:
- basis of the buyer's complaint — statutory complaint or seller's warranty
- description of the defect
- photos of the defect attached by the buyer
- solution expected by the buyer.
Just like before, you will have 24 hours to respond in the Discussion from the moment it is opened — except for Saturdays, Sundays, and public holidays. In the Discussion, let the buyer know whether you have all the information you need to process the complaint. If necessary, let them know how you will collect the product the complaint concerns.
Learn more about what Discussions are and how they work. You have to process the complaint within 14 days from the moment you receive it.
Why we are doing it
The goal of those changes is to ensure that sellers know the deadlines and steps they need to follow at every stage of the complaint process — and that they can easily communicate the complaint decision to the buyer.
This is the first step in improving the process of submitting and processing complaints. In the coming months, we will gradually introduce more changes to achieve that goal.
We will let you know about each change in advance.
