Problematic transactions and how to manage them

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If a problem has occurred during the transaction and our customer service has asked you to find a solution to the problem using this guideline, instead of contacting our customer service, please read the following information and resolve the issue with your partner as described here. Thank you.

We consider it important to ensure that Galeria Savaria is a safe, efficient, and reliable marketplace. For this, if a problematic case occurs during the transaction between the users, it should be handled with the right attitude.

As the transaction takes place between two users, in case of a problem, you should contact the other party involved. Discuss the problem with each other and try to find a solution to the situation by mutual cooperation.

According to our experience, the inconvenient cases occurring during the transaction are mostly caused by misunderstandings.

These can be avoided if:

sellers list their items according to the guidelines and follow the seller’s guidelines
buyers ask questions about the item and the transaction before purchasing and comply with the buyer’s guidelines
the parties are communicative and flexible when it comes to handling problematic situations

How does Galeria Savaria act?

At Galeria Savaria, transactions usually go smoothly, but if there is a problem with the purchase, we ask our users to cooperate to find a solution to the situation.

In the rare cases when your partner does not respond or show willingness to handle the problem, please inform our customer support about the case before rating the transaction.

It is strongly recommended that you communicate with the user only through our message center during the transaction. It is a tool through which you can have a private conversation with your partner about a transaction. In case of any problem, our customer support can investigate the conversation and provide effective assistance to the innocent party.

When investigating a controversial case, we consider the activities of the participating users on our website, such as: whether they complied with our guidelines when using our website, whether the user had already had a problematic case, and if yes, how cooperative they were with the partner to find a solution to the problem. We avoid double standards. Our decision is not affected by the number of successful transactions the customer has concluded at our online marketplace.

We reserve the right to make the best decision to solve a problematic case at our own discretion, based on our experience and taking into account the interests of our community.

Problems during shipping

Our guidelines state that the seller must transfer the purchased item to the buyer in the state in which it was listed. Accordingly, the seller must indicate a shipping method and price by which they can undertake to deliver the intact item to the buyer. In order for sellers to comply with the above guideline, we recommend that you post items as fragile, insured shipments.

If, during the shipping, an item gets damages for some reason, the seller cannot be regarded as the defaulting party if:

the seller can prove with a proper document that the item was shipped as a fragile, insured shipment and that the packaging was appropriate according to the courier service provider's report. If the courier's report claims that the packaging wasn't appropriate, it is the seller's obligation to reimburse the buyer.
the buyer agreed on the interface of Galeria Savaria that they do not require posting as a fragile, insured item

This guideline applies to the seller even if in the item description they refuse to give compensation for damages that may potentially be caused in the items during shipping.

Below you can find useful information both for sellers and buyers on how you can avoid disputable transactions and find solutions to problematic cases:

Guidelines for sellers, solution suggestions for problematic transactions

For our sellers, it is important to maintain the good reputation built at Galeria Savaria. Therefore, it is advisable to be flexible and communicative, settle any inconvenient cases related to the transaction.

If, during the investigation, we find that the problematic situation occurred due to the seller’s fault, we will ask you to compensate the buyer. Keep in mind that

it is not worth risking the well-deserved trust or your seller’s status for a single bad transaction.

As a seller, you can avoid controversial cases by following some basic rules:

you must indicate a shipping method and price by which you can undertake to deliver the intact item to the buyer
if the nature of the item so requires, draw the attention of the buyer on the interface of Galeria Savaria to the importance of posting it as a fragile, insured shipment (as a seller, you are not liable to provide compensation for any potential damages only if the buyer states on the interface of Galeria Savaria that they don’t want the item to be posted as a fragile, insured shipment)
select a shipping method by which you can prove that the item has been shipped (proof of shipment, tracking code, etc.)
inform the buyer about the most important events (e.g.: mark the item as shipped and, if any, indicate the tracking code, which can be easily done in My gallery)
be communicative: if the buyer has a question concerning the arrangement of the transaction, respond to the message in a timely manner
do not forget about our community and seller guidelines either

A disputable affair - due to the seller’s fault - can be e.g.:

the buyer did not receive the item they paid for
the buyer did not receive the item as described

Possible solutions to solve a transaction-related issue

Discuss the method of compensation with the buyer. Some possible solutions to settle the issue:

Restore the original status
The buyer returns the item to the seller - the item must be returned in the same condition - and then the seller refunds the purchase price and the shipping cost (if any). If the buyer received a defective or damaged item, the costs of parcel return shall be paid by the seller.

Full refund
The seller refunds the purchase price and the shipping cost. Whether the item is returned to the seller is subject to an agreement between the parties.

Partial refund
The seller agrees with the buyer that they will refund a part of a purchase price and buyer can keep the item.

Replacement or discount from the next purchase
The seller offers another item from their item selection or provides a discount from another item.

If the seller refuses to settle a dispute arising out of their fault, we will remove their seller’s status, hide their items, or we may limit the related user account. The restrictions remain in effect until the matter is settled with the buyer.

A seller who failed to compensate their buyer after a problematic transaction cannot sell at Galeria Savaria any longer. Learn more about inactivating a user account.

Requirements for buyers and handling problematic cases

As a buyer, you can avoid controversial cases by keeping some basic rules in mind:

before purchasing, view the item description, the item photos and the shipping and payment terms published by the seller
if you have any questions about the item or its takeover, or the payment, please discuss it with the seller before purchasing: click on “Ask the seller a question”
do not forget about our community and buyer’s guidelines either

A dispute - occurred due to the buyer’s fault - can be:

the buyer requests the seller to fulfill conditions they did not initially offered
the buyer postpones the payment for or takeover of the item
the buyer does not pay for the item

If during the investigation, we find that the dispute was caused by the buyer’s fault, we will disable the buyer’s features or may limit their user account. The limitations will remain in effect until you settle the matter with the seller.

Restricted buyers may not start a new registration either. Learn more about inactivating your user account.

Please note the following:

We make these decisions on the basis of the available information, our previous experience, or the user behavior patterns, considering the interests of our community.

If in connection with a disputable transaction, the innocent party receives unfavorable feedback, we will delete the feedback. We will also consider the possibility of deleting feedback if the faulty party settles the dispute, in which case we will delete all feedback related to the transaction, and we disable submitting feedback again.

If we decide to disable a user account, the restriction will not allow the user to create new account either. Furthermore, if additional accounts can be linked to a username, the restriction will also apply to those ones. Your user account will remain inactive until the dispute is settled with your partner. Learn more about how inactivation of user accounts works at Galeria Savaria.

Because of the above, we remind users to settle the dispute without delay, without involving the customer support, if possible.

Our guidelines for problematic transactions may be enforced in 10 days after the delivery of the item, or if the seller has added Guarantee option to the listing, up to the duration of the guarantee, but a maximum of 90 days. Please also note that by leaving feedback, the transaction becomes closed, which means that our customer support can't take further steps in the case. Therefore, we recommend that you indicate the problem related to the purchased item before leaving feedback and with the above deadline in mind.

Maintaining a positive user experience

If there is a problem with a seller or buyer, we may take into account the user's past activity on our site, which may influence our decision to take prohibitive or restrictive action on their account. For example, it may be an indication to us if members of our community have reported multiple problems with a user or if the user's transactions, regardless of the given feedback, have been difficult or problematic, resulting in a poor customer or seller experience.

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