How to Open a Case

Most issues are resolved by working with the vendor. If you contacted the vendor more than 48 hours ago, choose Open a case so Clinch Marketplace can help you.

How to let Clinch Marketplace know you need extra help with an order

You can open a case to get Clinch Marketplace’s help with an order after you’ve contacted the vendor and your order becomes eligible.

To open a case:

Email us with your order number and case type in the subject line and we will assist you right away. Our response time is less than 48 hours.
You can find your order number in the Account page under the Orders tab.

The types of cases on Clinch Marketplace:

Non-delivery:

  • You placed an order and submitted payment, but didn’t receive the item.

Not as described – This can include (but isn’t limited to):

  • The colour, design, or model is different from what was displayed in the listing description and photos.
  • You received the incorrect quantity.
  • The condition of the item is misrepresented.

Item arrived damaged:

  • You received the item, but it was damaged.

If you don’t see the option to open a case

You might instead see information that it is too early, too late, or help with order message needs to be sent to the vendor. You may also have ordered as a guest.

Learn more about when you can open a case.

What should I say in my message to the vendor?
When you message the vendor about an issue with your order, let them know why you’re reaching out and what your desired resolution would be. Give as many details as you can about your order, and provide photos if the item is damaged or different from what you ordered.

How Clinch Marketplace will help you
After you open a case, an Clinch Marketplace Support agent will work with you and the vendor to ensure that we have all the information we need to reach a resolution. All communication with the agent will take place in on a case log that will be sent to you once the case is closed (Email chain).

To resolve your issue as quickly as possible, please provide all information that Clinch Marketplace requests in the case log. This may include:

  • Photographs
  • Measurements of items received
  • Third-party evaluations
  • Anything else that we may need to resolve the case

When Clinch Marketplace makes a final decision, we’ll let you and the vendor know.

How to close a case

If you’re satisfied with the resolution of your case, you can close it

To close a case:

Send us an email with the order and case type in the subject line.
In the message include the statement “I would like to close case #YourCaseNumber”.

A case will close automatically when:

  • The vendor issues a refund in full or as detailed in their shop policies.
  • The item(s) is delivered in a non-delivery case.
  • The vendor provides proof of dispatch or delivery for a non-delivery case.
  • The transaction qualifies for the Vendor Protection Policy.
  • You’ve contacted your card provider to dispute the charge.
  • We encourage you to keep your case open until it’s completely resolved.

How refunds work

If Clinch Marketplace determines that the item you received doesn’t match the item that was listed, the vendor must refund:

  • the cost of the item;
  • the original shipping cost; and
  • the return shipping cost.
  • In some cases, Clinch Marketplace may issue the refund on the vendor’s behalf.

Refunds processed by Clinch Marketplace must take place within 180 days of the date of the transaction. After 180 days have passed, Clinch Marketplace is unable to support a refund for your order.

What if I disputed a charge or filed a chargeback?

If you filed a chargeback for an order or otherwise disputed a charge with your financial institution, the vendor can’t issue a refund on Clinch Marketplace and you won’t be able to open a case. This is because only one method of credit can be issued.
Contact the financial institution where the dispute was filed for further information about a credit. Financial institutions include banks, card companies, and PayPal, and usually pertain to the original payment method.

Chargebacks on Clinch Marketplace

What is a chargeback?

A chargeback is the dispute of a charge made to a financial institution. Financial institutions include banks, credit card companies, and PayPal, and usually pertain to the original payment method.
Following the dispute, the card company or PayPal informs Clinch Marketplace of the chargeback and may also request more information, such as transaction information, proof of delivery, and proof of refund. Clinch Marketplace must respond with this requested information within a specified timeframe.

Below are the most common types of chargebacks:

Fraud – This is when the credit card owner reports they did not make or authorize a transaction. This may happen when a credit card number is used without permission.

Non-Delivery – This is when a buyer successfully makes a purchase but doesn’t receive the item(s) purchased.

Not as Described – In this case, a purchase is made but the buyer receives an item(s) that is either different from what was listed on Clinch
Marketplace or from what the buyer thought they were purchasing.

Return – A buyer can request a chargeback if they’re not satisfied with the item(s) purchased and received. This could be for a variety of reasons, including damage.

Can I open a case on Clinch Marketplace if I’ve filed a chargeback?

If you open a case on Clinch Marketplace a chargeback is filed with your card company or PayPal, it will be closed by our Cases team. This is because a buyer can only use one method of dispute resolution against vendors on Clinch Marketplace.
You can also learn more about our case policies for buyers.

Who do I contact for information about my chargeback?

Although Clinch Marketplace provides financial institutions with requested information, Clinch Marketplace does not make the final decision regarding chargebacks.
If a chargeback has been filed with a card company or PayPal, Clinch Marketplace cannot issue a refund for the transaction. This option is disabled to prevent a duplicate credit, leaving the refund to the discretion of the card provider or PayPal. Additionally, if a refund is issued, Clinch Marketplace can’t provide you with an estimated timeframe for when you’ll receive the funds.
We recommend contacting your card provider or PayPal directly for information about the chargeback. Below is contact information for common financial institutions:

  • PayPal
  • American Express
  • Discover
  • Mastercard
  • Visa UK
  • Visa USA

Will FFI Marketplace notify the vendor that I filed a chargeback?

For transactions made through Clinch Marketplace, in some instances we may need to contact the vendor directly for information relating to a chargeback. Clinch Marketplace will not reach out to the vendor if payment wasn’t processed through Clinch Marketplace.

How will I know when the chargeback is complete?

Clinch Marketplace will be given a timeframe to respond to the chargeback. This is typically a period of 30 to 45 days. Once the chargeback has been resolved, Clinch Marketplace will provide the necessary information to your card or PayPal. The financial institution will then provide you with further information.