We received this email this morning but I was unable to find it on their website.
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Dear Seller,
As part of our ongoing commitment to fostering a transparent and secure marketplace, we wanted to inform you of recent updates to our Refund and Return Policy. These changes have been implemented to better align seller and buyer expectations while providing enhanced Marketplace protection.
As part of our ongoing commitment to fostering a transparent and secure marketplace, we wanted to inform you of recent updates to our Refund and Return Policy. These changes have been implemented to better align seller and buyer expectations while providing enhanced Marketplace protection.
Below are the policy updates effective immediately:
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Refund Period Definition: Refund requests submitted beyond a 30-day period from the Estimated Delivery Date (EDD) will no longer be eligible for approval.
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Simplified Credit Process for Missing Orders: Sellers are no longer required to submit a USPS case to receive credit for missing orders. Credits will only be issued for tracked orders that show movement beyond an initial scan and display address information matching the customer's address (e.g., city or zip code).
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Clear Resolution Steps for Orders in "Limbo": If a buyer doesn't receive their package by the end of the Estimated Delivery Date quoted on TCGplayer, sellers must provide resolution in the form of a refund for the missing order. Sellers are eligible for missing package credit only if their tracked order shows a status update beyond "label created/acceptance." We will no longer be crediting for orders that show no evidence of having left the seller's possession.
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Seller Response Time: We’re extending the response time for customer inquiries about missing orders from 48 hours to 2 business days, offering sellers more time to address concerns.
For a detailed overview of these changes, please refer to our updated Refund and Return Policy.
Thank you for your ongoing partnership as we work to create a positive experience for both sellers and buyers on the Marketplace. If you have any questions or concerns regarding these changes, please reach out to us.
Best,
Team TCGplayer