When a buyer submits a return request, you have 2 business days to respond to the request and resolve the buyer's issue. If you are unable to process the return within the given timeframe, we may automatically accept the return or issue a refund on your behalf.

Outlined below the common return reasons and what you should do:

1. The buyer received a wrong item

For returns due to wrong item, wrong color or wrong size, you should accept the return and refund. Once you receive the item, you have 2 business days to check the condition of the item and action on refund or rejection.

2. The buyer received a damaged item

For returns due to damage on delivery, you should find out more about the condition of the package and the item in which it was received by the buyer. Chat with the buyer to understand if the package arrives in damaged condition i.e. dented, smashed, punctured with holes, wet, or with clear signs of broken seals.

Damage can generally be:

- Item is packed correctly and damaged

- Item is not packed correctly and damaged

How you pack your item is important

As a seller, you are responsible to ensure that the item is packed securely to withstand delivery impact.

3. The buyer received an item that doesn't work properly

You should validate your buyer's claim of malfunction by requesting image or video clip of how the item doesn't work. If your request is not responded to or if the proofs provided are irrelevant, you may reject the request.

In most cases, the buyer may not know how to assemble, set up or use the item properly. These issues can be resolved by providing instructions. To avoid unnecessary returns, make sure the package includes a manual or detail step-by-step instruction. Some sellers have provide video instruction that can be shared with the buyer via chat, which has proven to be effective in solving buyers issues.

If the item doesn't work due to physical damage, refer to the guidelines on how to respond to a request due to damage.

4. The buyer received an item with missing accessories, bundle items or free gifts

You should check with the buyer to make sure that isn't an assembling or discovery issue that can be resolved by sharing instructions. If you indeed left out parts while packing the package and wish to keep the order, you are encourage to arrange a shipment of the missing parts and share the tracking details with the buyer. While you do so, make sure to get the buyer to agree on the resolution and cancel the return request.

If the buyer insists on a return, you'll need to accept the return/refund. 

5. The buyer received a counterfeit item

If your product listing claims that the item is original, genuine or authentic - in Brand, pictures, and product detail - you are required to provide the Certificate of Authenticity (COA) upon request. Failure to do so will result in Return/Refund for the buyer, your listing being taken down and a penalty under the bibiz Non-Compliance Points. Learn more about the bibiz's zero tolerance policy towards counterfeit and Intellectual Property Rights Policy.

If the buyer's claim is proven to be unsupported, you may rightly reject their request.

Tips:

For OEM products, make sure the brand indicates that it is "OEM" and that all the product images used are white-labeled to avoid infringement of our intellectual property rights policy.

For reseller, make sure you know your source and obtain the Certificate of Authenticity from your supplier or distributor.

6. The buyer received an expired item

Expired items are prohibited on bibiz, and sellers who are found selling expired items will be penalized under the bibiz Non-Compliance Points. The best practice is to ensure that for each of the food item packed, there is at least 20days of shelf like unless stated otherwise in the product listing.

7. The buyer received an item that doesn't match pictures/description

Your listing, both the pictures and description of the item should give your buyers an accurate representation of the actual item. To avoid infringing others content rights and copyrights, you should write your own product details and use your own images unless given permission to reuse content by the owner.

You encouraged to chat with the buyer to find out more on where the discrepancies are, so that adjustments can be made to the pictures and description to prevent similar returns. You may accept the return and refund once you received the item. You may reject refund if the item is damaged during return shipping because it wasn't packed properly.

8. The buyer doesn't want item anymore/duplicate order/found it cheaper elsewhere

You can choose to accept or reject requests with these return reasons.