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Allegro Protect
What Allegro Protect is and what to do when my customer applies for compensation
Allegro Protect is a program for buyers who experience problems after the purchase. With Allegro Protect, the buyer can get a refund of up to 20,000 PLN — within two years after the purchase.
What Allegro Protect is
Allegro Protect is a program for buyers who experience problems after the purchase. With Allegro Protect, the buyer can get a refund of up to 20,000 PLN — within two years after the purchase — in the following cases:
- the buyer paid for the purchase but has not received it
- the buyer got a product that does not match the description and has not received compensation in this regard
- the buyer has filed a complaint for the received product, and you have not processed the complaint within 14 days, or you have rejected it, but the case is ambiguous — for example, the buyer files a complaint about a product that they believe is overheating, and you think it is not the fault of the product itself, but, for example, of the outlet voltage
- the buyer canceled/returned the order but has not received a refund from you
- the product has been damaged in transit, and you did not manage to sort it out with the carrier.
The definitions you will find in this article
It may mean that the product that the buyer bought:
- belongs to someone else — for example, was stolen
- is encumbered with another person's rights — for example, another person has the right of pre-emption
- has limitations in use or disposal as a result of a decision or ruling of the appropriate authority — for example, the product has been secured in criminal proceedings as evidence in a case.
If you buy a product from an entrepreneur (that is, a person that runs a business or professional activity) and the purchase is not directly linked to the industry or specialization you work in — that is a consumer purchase.
You can then withdraw from the agreement without providing a reason.
Example: You run a hair salon (sole proprietorship) and buy books from another entrepreneur (a purchase with an invoice). The purchase is not related to your professional activity, so it is a consumer purchase — you can withdraw from the agreement.
A non-consumer purchase is the one when, for example:
- you sell the product as an individual (that does not run a business activity) to another individual
- you run a business activity and sell the product to the buyer that is also an entrepreneur — they run a business activity as well
- the buyer buys from you in relation to their sole proprietorship (the purchase is directly linked to the industry or specialization they work in).
In such cases, it depends only on you whether you accept the withdrawal from the agreement. The buyer should negotiate directly with you the terms of returns and a potential refund.
We count the time you have for processing a complaint from the moment the buyer filed it. You have 14 days to process a complaint and communicate your decision to the buyer.
Example: The buyer files a complaint on June 1. You can process the complaint and communicate your decision to the buyer until June 14.
If you file a complaint directly to the carrier, they can process it within 30 days. When the carrier has processed the complaint, forward the decision to the buyer. That applies when the individual bought the product and it has been lost in transit.
If:
- the parcel has been damaged
- another entrepreneur has bought a product from you and their parcel has been lost
they should file a complaint to the carrier on their own.
When the buyer can submit an Allegro Protect application
The buyer can submit an Allegro Protect application if they experience problems after the purchase and open a Discussion, and you do not manage to resolve the problem within the Discussion. Then the buyer can mark it as unresolved and file a complaint. Learn more about what Discussions are and how they work.
What to do when the buyer submits an Allegro Protect application
When your customer submits an Allegro Protect application, we will let you know about it by email. We will let you know about it automatically in the Discussion. You can try to resolve the buyer's issue by the time we process the application. You can do it even if the Discussion is marked as unresolved.
If you and the buyer both agree that:
- you will refund the buyer for a failed purchase — do it through Allegro Finance. If you cannot make a refund through Allegro Finance, make a transfer on your own and attach the confirmation to the Discussion.
- you will send the order again — provide the tracking number. Check how to do that.
- you will refund the buyer partially or in full for the claimed product — do it through Allegro Finance. If you cannot make a refund through Allegro Finance, make a transfer on your own and attach the confirmation to the Discussion.
- you will repair or exchange the claimed product — dispatch the order again and provide the tracking number. Check how to do that.
Communicate with the buyer in the Discussion, even if it is marked as unresolved. That way — during the application verification — we will be able to verify whether you have resolved the buyer's problem. If yes, we will reject the buyer's Allegro Protect application.
How we process applications
We process each Allegro Protect application based on:
- case description
- messages from the Discussion
- sales statuses that we can track in the purchase history.
In each case, we decide whether to accept or reject the application individually. If the Discussion proves that you have resolved the buyer's problem, we will reject the application.
If we accept the application, in select cases, we will add the compensation within Allegro Protect to your bill. However, you can appeal against our decision and file a complaint.
In specific cases, we can also block your account — for example, when you fail to send the product to the buyer or make a refund.
Below you can find instructions on how we proceed in specific situations and what you can do to resolve the buyer's problem. We have summarized the most common reasons why buyers file Allegro Protect applications.
Next to the descriptions, you will also see applicable icons. Check what they mean:
we will accept the Allegro Protect application:
we will analyze the issue and make a decision:
we will reject the Allegro Protect application:
we will add the compensation within Allegro Protect to your bill:
we will not add the compensation within Allegro Protect to your bill:
we will block your account:
we will not block your account:
The buyer has filed a complaint — what to do?
| Case description | We accept the Allegro Protect application | We will add the compensation within Allegro Protect to your bill | We will block your account |
|---|---|---|---|
| You can still process the complaint, as 14 days have not passed since the buyer filed it | We accept the Allegro Protect application no |
We will add the compensation within Allegro Protect to your bill no |
We will block your account no |
| You do not send the proof of purchase to the buyer | We accept the Allegro Protect application no |
We will add the compensation within Allegro Protect to your bill no |
We will block your account no |
| The buyer reported that they paid additional costs, because the product they bought damaged another product | We accept the Allegro Protect application no |
We will add the compensation within Allegro Protect to your bill no |
We will block your account no |
| You reject the buyer's complaint within the 14-day deadline | We accept the Allegro Protect application we will analyze the issue and make a decision |
We will add the compensation within Allegro Protect to your bill no |
We will block your account no |
| You do not process the complaint nor refund the buyer within 14 days | We accept the Allegro Protect application yes |
We will add the compensation within Allegro Protect to your bill yes |
We will block your account yes |
| The product you sell to the buyer has a legal defect | We accept the Allegro Protect application yes |
We will add the compensation within Allegro Protect to your bill yes |
We will block your account yes |
| The buyer files a complaint about a product that they believe does not match the description | We accept the Allegro Protect application we will analyze the issue and make a decision |
We will add the compensation within Allegro Protect to your bill no |
We will block your account no |
What you can do to resolve the case with the buyer:
Let the buyer know in the Discussion that you still have time to process the complaint and will make a decision in up to 14 days from the moment the buyer files it.
What we will do in this situation:
If the buyer submits an Allegro Protect application, we will reject it. We know you have 14 days to process the complaint.
Will we block your account:
No.
What you can do to resolve the case with the buyer:
Send the proof of purchase to the buyer and let them know about it in the Discussion.
What we will do in this situation:
If the buyer submits an Allegro Protect application, we will reject it. We will not pay out the compensation within Allegro Protect if you fail to send the proof of purchase to the buyer.
Will we block your account:
No.
Example: You sell a laptop charger. The buyer plugs it into their laptop and the charging socket breaks. The buyer believes that the damage was caused by the charger they bought from you and wants you to give them a refund for the charger and for the repair of the laptop.
What you can do to resolve the case with the buyer:
Respond to the buyer in the Discussion. If you find their request to refund additional costs reasonable, refund them.
What we will do in this situation:
If the buyer submits an Allegro Protect application, we will reject it. We will not pay out the compensation within Allegro Protect for the additional cost paid by the buyer.
Will we block your account:
No.
What you can do to resolve the case with the buyer and withhold the compensation within Allegro Protect:
Inform the buyer in the Discussion why you reject their complaint — justify your decision.
What we will do in this situation:
You have the right to reject the buyer's complaint. Some situations may be difficult to resolve, so in some cases, we will accept the Allegro Protect application and pay out the compensation to the buyer. However, we will not account for it in your bill. We will fully cover the refund.
Will we block your account:
No.
What you can do to resolve the case with the buyer and withhold the compensation within Allegro Protect:
Respond to the buyer in the Discussion and let them know whether you accept their complaint.
What we will do when the buyer submits an Allegro Protect application:
According to the law, you have 14 days to process the complaint, but failed to meet this deadline. To ensure customer satisfaction and make them up for this situation, we will pay them the compensation within Allegro Protect. We will account for it in your bill.
When you can appeal against our decision:
You have the confirmation that:
- you reject the complaint based on specific arguments and
- the buyer received your decision.
It may be, for example, a payment confirmation or a screenshot of your correspondence with the buyer.
Can we block your account:
Yes.
What you can do to resolve the case with the buyer and withhold the compensation within Allegro Protect:
Respond to the buyer in the Discussion and let them know what solution you propose — for example, a refund for the purchase or shipping a new product without a legal defect.
What we will do in this situation:
To ensure customer satisfaction and make them up for this situation, we will pay them the compensation within Allegro Protect. We will account for it in your bill.
When you can appeal against our decision:
You have the confirmation that:
- you removed the legal defect
- the buyer received a refund or
- you provided the buyer with the new product without a legal defect.
Can we block your account:
Yes.
What you can do to resolve the case with the buyer and withhold the compensation within Allegro Protect:
Inform the buyer in the Discussion why you reject their complaint — justify your decision. Refer to the offer description and the features that the buyer believes do not match it.
What we will do in this situation:
Some situations may be difficult to resolve, so in some cases, we will accept the Allegro Protect application and pay out the compensation to the buyer. However, we will not account for it in your bill. We will fully cover the refund.
Will we block your account:
No.
The buyer canceled or returned the order — what to do?
| Case description | We accept the Allegro Protect application | We will add the compensation within Allegro Protect to your bill | We will block your account |
|---|---|---|---|
| The buyer did not receive the refund within 2 working days of canceling their order | We accept the Allegro Protect application yes |
We will add the compensation within Allegro Protect to your bill yes |
We will block your account yes |
| The buyer did not receive the refund within 7 working days of returning their order | We accept the Allegro Protect application yes |
We will add the compensation within Allegro Protect to your bill yes |
We will block your account yes |
What you can do to resolve the case with the buyer and withhold the compensation within Allegro Protect:
Make a refund to the buyer before they submit the Allegro Protect application. Let them know about it in the Discussion.
What we will do in this situation:
According to the Allegro Returns Policy, you have 2 days of canceling the order by the buyer to make a refund. You failed to meet this deadline so to ensure customer satisfaction and make the buyer up for this situation, we will pay them the compensation within Allegro Protect. We will account for it in your bill.
When you can appeal against our decision:
You have the confirmation that the buyer received your refund.
Can we block your account:
Yes.
What you can do to resolve the case with the buyer and withhold the compensation within Allegro Protect:
Before the buyer submits an Allegro Protect application:
- make them a refund and attach a confirmation of the refund in the Discussion
- inform in the Discussion that the buyer has not returned the product to you or
- inform in the Discussion that the buyer has sent back a different product.
What we will do in this situation:
According to the Allegro Returns Policy, you have 7 days of receiving the return parcel to make a refund to the buyer. You failed to meet this deadline so to ensure customer satisfaction and make the buyer up for this situation, we will pay them the compensation within Allegro Protect. We will account for it in your bill.
When you can appeal against our decision:
You have the confirmation that:
- the buyer has already received a refund
- the buyer sent back a different product
- the buyer has not sent back the product or
- the buyer has changed their decision and does not want to return the product.
It may be, for example, a payment confirmation or a screenshot of your correspondence with the buyer.
Can we block your account:
Yes.
The buyer reports a problem with delivery — what to do?
| Case description | We accept the Allegro Protect application | We will add the compensation within Allegro Protect to your bill | We will block your account |
|---|---|---|---|
| You failed to dispatch a parcel and the buyer did not receive a refund for their order | We accept the Allegro Protect application yes |
We will add the compensation within Allegro Protect to your bill yes |
We will block your account yes |
| The delivery status of the parcel is delivered, but the buyer has not received it | We accept the Allegro Protect application no |
We will add the compensation within Allegro Protect to your bill no |
We will block your account no |
| The parcel has been damaged or lost in transit | We accept the Allegro Protect application no |
We will add the compensation within Allegro Protect to your bill no |
We will block your account no |
What you can do to resolve the case with the buyer and withhold the compensation within Allegro Protect:
Before the buyer submits an Allegro Protect application:
- dispatch the parcel and provide a tracking number in the Discussion
- attach the confirmation of the refund in the Discussion or
- inform in the Discussion that you have clarified the situation with the buyer.
What we will do in this situation:
You failed to dispatch the parcel, so to ensure customer satisfaction and make the buyer up for this situation, we will pay them the compensation within Allegro Protect. We will account for it in your bill.
When you can appeal against our decision:
You have the confirmation that:
- the buyer has already received a refund
- you have dispatched the parcel or
- you have resolved the issue and the buyer is satisfied with the solution.
It may be, for example, a payment confirmation or a screenshot of your correspondence with the buyer.
Can we block your account:
Yes.
What you can do to resolve the case with the buyer:
Let the buyer know in the Discussion that you have filed a complaint to the carrier or that you have received the delivery confirmation from the carrier.
What we will do in this situation:
If the buyer submits an Allegro Protect application, we will reject it. The confirmation of filing a complaint to the buyer or the delivery of the parcel by the courier is enough for us.
Will we block your account:
No.
What you can do to resolve the case with the buyer:
File a complaint to the carrier and let the buyer know about it in the Discussion.
What we will do in this situation:
If the buyer submits an Allegro Protect application, we will reject it. The carrier is responsible for refunding the buyer for a damaged or lost parcel.
Will we block your account:
No.
The buyer files a complaint about non-consumer sales — what to do?
| Case description | We accept the Allegro Protect application | We will add the compensation within Allegro Protect to your bill | We will block your account |
|---|---|---|---|
| You sell the product as an individual and do not accept returns | We accept the Allegro Protect application no |
We will add the compensation within Allegro Protect to your bill no |
We will block your account no |
| You do not accept a return from the buyer who runs a business activity | We accept the Allegro Protect application no |
We will add the compensation within Allegro Protect to your bill no |
We will block your account no |
| You do not accept the complaint from the buyer who runs a business activity | We accept the Allegro Protect application no |
We will add the compensation within Allegro Protect to your bill no |
We will block your account no |
| You do not accept a return because the buyer bought the product in relation to their sole proprietorship (it is a non-consumer purchase) | We accept the Allegro Protect application no |
We will add the compensation within Allegro Protect to your bill no |
We will block your account no |
| In your offer you disable the possibility to withdraw from the agreement (without a reason), so the buyer cannot return the product | We accept the Allegro Protect application yes |
We will add the compensation within Allegro Protect to your bill yes |
We will block your account yes |
| You do not accept a return from the buyer who bought the product within their sole proprietorship, but it is not related to their professional activity | We accept the Allegro Protect application yes |
We will add the compensation within Allegro Protect to your bill yes |
We will block your account yes |
What you can do to resolve the case with the buyer:
Let the buyer know in the Discussion that you do not accept returns.
What we will do in this situation:
If the buyer submits an Allegro Protect application, we will reject it. In the case of a non-consumer purchase, you may sometimes refuse to accept a return without giving a reason.
Will we block your account:
No.
What you can do to resolve the case with the buyer:
Let the buyer know in the Discussion that you do not accept the return.
What we will do in this situation:
If the buyer submits an Allegro Protect application, we will reject it. In the case of a non-consumer purchase, you may refuse to accept a return without giving a reason (in some cases).
Will we block your account:
No.
What you can do to resolve the case with the buyer:
Let the buyer know in the Discussion that you do not accept the complaint.
What we will do in this situation:
If the buyer submits an Allegro Protect application, we will reject it. In the case of a non-consumer purchase, you may reject the complaint without giving a reason (in some cases).
Will we block your account:
No.
What you can do to resolve the case with the buyer:
Let the buyer know in the Discussion that you do not accept the return.
What we will do in this situation:
If the buyer submits an Allegro Protect application, we will reject it. In the case of a non-consumer purchase, you may refuse to accept a return without giving a reason (in some cases).
Will we block your account:
No.
What you can do to resolve the case with the buyer and withhold the compensation within Allegro Protect:
Before the buyer submits an Allegro Protect application, let them know in the Discussion that:
- you will accept the product return or
- you will refund them for the order — attach the transfer confirmation.
What we will do in this situation:
In your offer, you disable the possibility to withdraw from the agreement without a reason. That is why, to ensure customer satisfaction and make them up for this situation, we will pay them the compensation within Allegro Protect. We will account for it in your bill.
When you can appeal against our decision:
You have the confirmation that:
- the buyer has already received a refund or
- you will accept the return from the buyer.
It may be, for example, a payment confirmation or a screenshot of your correspondence with the buyer.
Can we block your account:
Yes.
What you can do to resolve the case with the buyer and withhold the compensation within Allegro Protect:
Before the buyer submits an Allegro Protect application, let them know in the Discussion that:
- you will accept the product return or
- you will refund them for the order — attach the transfer confirmation.
What we will do in this situation:
If the customer bought the product within their sole proprietorship, but it is not related to their professional activity, it is a consumer purchase. That means the buyer may return the product they bought from you. To ensure customer satisfaction and make them up for this situation, we will pay them the compensation within Allegro Protect. We will account for it in your bill.
When you can appeal against our decision:
You have the confirmation that:
- the buyer has already received a refund or
- you will accept the return from the buyer.
It may be, for example, a payment confirmation or a screenshot of your correspondence with the buyer.
Can we block your account:
Yes.
The buyer reports a different problem with the purchase — what to do?
| Case description | We accept the Allegro Protect application | We will add the compensation within Allegro Protect to your bill | We will block your account |
|---|---|---|---|
| The buyer returned the product but received a smaller refund from you without giving a reason | We accept the Allegro Protect application we will analyze the issue and make a decision |
We will add the compensation within Allegro Protect to your bill no |
We will block your account no |
| The parcel was empty (there was no product) | We accept the Allegro Protect application we will analyze the issue and make a decision |
We will add the compensation within Allegro Protect to your bill no |
We will block your account no |
| The parcel was incomplete (some part of the product was missing) | We accept the Allegro Protect application we will analyze the issue and make a decision |
We will add the compensation within Allegro Protect to your bill no |
We will block your account no |
| You do not accept the return, because the given product cannot be returned (you informed about it in the offer description) | We accept the Allegro Protect application no |
We will add the compensation within Allegro Protect to your bill no |
We will block your account no |
What you can do to withhold the compensation within Allegro Protect or resolve the case with the buyer:
Include in the Discussion the reason for the deduction of the refund amount or the confirmation of the refund of the discrepancy to the buyer's account.
What we will do in this situation:
Some situations may be difficult to resolve, so in some cases, we will accept the Allegro Protect application. If we pay the compensation to the buyer, we will not account for it in your bill. We will fully cover the refund.
Will we block your account:
No.
What you can do to resolve the case with the buyer and withhold the compensation within Allegro Protect:
File a complaint to the carrier and inform about it in the Discussion with the buyer or attach the proof of dispatch of the parcel with the missing product — together with the tracking link.
What we will do in this situation:
Some situations may be difficult to resolve, so in some cases, we will accept the Allegro Protect application. If we pay the compensation to the buyer, we will not account for it in your bill. We will fully cover the refund.
Will we block your account:
No.
What you can do to resolve the case with the buyer and withhold the compensation within Allegro Protect:
Attach the proof of dispatch of the parcel with the missing product — together with the tracking link — to the Discussion.
What we will do in this situation:
Some situations may be difficult to resolve, so in some cases, we will accept the Allegro Protect application. If we pay the compensation to the buyer, we will not account for it in your bill. We will fully cover the refund.
Will we block your account:
No.
What you can do to resolve the case with the buyer:
Let the buyer know in the Discussion that you do not accept the return.
What we will do in this situation:
If the buyer submits an Allegro Protect application, we will reject it. In the case of products with a limited right to return (information about Limited return or No return displayed in the offer), you do not have to accept such a return.
Will we block your account:
No.
How can I check if the buyer has received a refund within Allegro Protect
When your customer files an application within Allegro Protect and we accept it, we will refund them from Allegro Protect budget. We do it in two ways.
If your customer files an application within Allegro Protect and we accept it, we will refund them from Allegro Protect budget.
We do it in two ways:
- If a customer bought an item on Allegro and paid for it through Allegro Finance, we will transfer the money back to the bank account they used to pay for their order via PayU or Przelewy24. You can find the information about it in the Orders tab — next to the order the refund concerns.
- If a customer bought an item on Allegro Lokalnie and paid for it outside Allegro Finance, we will transfer the refund with a standard bank transfer. We will inform you about it by email.
Where in the Orders tab you can find information about the refund
If the buyer has received a refund for a given order, we will mark it as paid and display the amount of 0.00 PLN below.
Click [show more] next to a given order to see more information about the refund, like, for example, the refund date and time. If we make a refund from Allegro Protect budget, we will mark this refund with the Allegro Protect badge.
You will also see the information about your customer getting a refund within the Allegro Protect upon your attempt to make a refund. The [make a refund] option will not be available to you.
What consequences may I need to face in relation to compensation payment within Allegro Protect?
After we accept the compensation request from Allegro Protect, you are required to return this amount.
If we accept the buyer’s application for compensation within Allegro Protect, we may suspend your account.
Additionally, once the compensation has been paid, we will begin collection efforts against you. At the same time, the law enforcement authorities will conduct their proceedings.
If your customer has applied for compensation, contact us and explain the problem.
What obligations towards Allegro I have if my customer has received a compensation within Allegro Protect
If your customer receives compensation from us within Allegro Protect, you will be required to return this amount to our account.
If we pay your customer a compensation within Allegro Protect, we will add it to your bill.
In the Settlements with Allegro tab, you will see a compensation listed as the Allegro Protect.
As compensation within the Buyer Protection Program is not subject to VAT, on your invoice you will find it in the fees out of scope of VAT section, as a settlement for compensation within Allegro Protect.
If you have any questions, contact us.
According to the Allegro Terms & Conditions
the buyer transfers their claim against the seller to us ― see the Appendix no. 9, section 4 (4).
