Buyer Protection Programme Claim Process

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If you are a buyer with an auction or buy now complaint and feel that you need to use our Buyer Protection Programme then these are the steps that you need to follow:

  1. First, make sure that you've allowed enough time for your auction or buy now item to arrive in the mail. It can take up to 14 days for an item to arrive after a seller has shipped it. For items purchased from overseas sellers, it could take up to 4 weeks for an item to arrive. During this period of time, you might find that an effective solution is to try to communicate directly with the seller. Many problems are simple misunderstandings.
  2. If you are unable to resolve the matter with the seller, and at least 25 days have passed since the close of auction or buy now date, you should file a complaint by emailing hello@bidorbuy.co.ke.
  3. Once the complaint has been received, the seller will be notified of your complaint by email. At that point, you should try to resolve the dispute with the seller directly. Buyers have an incentive to resolve the dispute in order to avoid using one of their limited claims (only two (2) claims per buyer during their lifetime). Sellers have an incentive to resolve the issue in order to protect, or even improve, their rating and status.
  4. There will be a five-day period after you have filed a complaint in which you should communicate with the seller in an attempt to resolve the dispute. If after five days, the issue is not resolved, then you are required to collate all the relevant claim information and mail it to our claims department, along with copies of all supporting documents, such as email communications with the seller, proof of payment, photographs of the item and relevant supporting documented proof etc. Any illegible or incomplete claims will be rejected. Always save copies of receipts and correspondence. Your claim must be postmarked within 60 days after the close of the disputed auction or buy now.
  5. Once you've filed your claim, a claims administrator will investigate the contested auction or buy now to determine whether fraud has occurred. The administrator will contact you with their decision within 45 days after receipt of your claim and all relevant documents. If you are involved in a claim, bidorbuy may share certain transactional information and personal information with third party fraud investigators in order to help facilitate the resolution of the claim. 
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