What to Do If You Received a Damaged or Fake Item

Even with careful research, sometimes an item arrives damaged, doesn't match its description, or turns out to be counterfeit. Knowing what to do next helps you resolve the issue quickly and fairly.

Immediate steps

• Document everything. Take clear photos or video of the item, the packaging, and any visible damage or discrepancies as soon as you notice them.
• Don't discard the packaging or item. You may need it as evidence, and it may need to be returned.
• Contact the seller first. Explain the issue clearly and calmly through Kaubaplats messaging — most problems are resolved faster through direct communication, and it keeps a written record.

If the seller is unresponsive or unhelpful

If you paid through RahaKaitse escrow, your funds are still held securely and have not yet reached the seller. This is exactly the situation escrow protection exists for — you can raise a dispute instead of paying and hoping for the best, and the funds are only released once the issue is resolved fairly.

If you paid outside escrow protection, report the listing and the seller through Kaubaplats so our team can review the account and take action if needed.

Preventing this next time

For anything valuable or where authenticity matters — designer goods, electronics, collectibles — use escrow protection and ask for close-up photos of any serial numbers, hologram stickers, or authentication marks before you pay. A few extra questions upfront are always cheaper than a dispute afterward.