Handling Issues & Disputes
AX Support Team
Last Update hace 6 días
For Buyers
Item damaged or not as described
- Go to your Buyer Inbox
- Open the order and click Dispute
- Explain the issue and include photos
Item hasn’t arrived
If it’s been less than 7 days:
- Message the seller for an update
- Check tracking in your Buyer Inbox
- Open a dispute in the order page
- Our team will monitor the situation
Important
- You must raise a dispute within 3 days (72 hours) of delivery
- Do not mark the item as received if there’s an issue
- All disputes must be raised through AthleteXchange to be covered
Paid outside AthleteXchange?
If you paid outside the platform, you’re not covered by Buyer Protection. You can still contact support with:
- Your username
- The seller’s username
- Item details
- Proof of payment
For Sellers
When a buyer raises an issue
- You’ll be notified in your Seller Inbox
- Respond quickly and clearly
- Work with the buyer to resolve the issue
If you disagree with the buyer
Explain your position in the order chat. If you still can’t agree, follow the steps below.
How disputes are resolved (buyers and sellers)
- Try to resolve it in the order chat first.
- If you can’t, email [email protected] with your evidence (photos, tracking, messages).
- AthleteXchange reviews both sides and may ask either of you for more information.
- Either party can ask for one review of the decision by emailing us with new evidence. After that review, the decision is final.
If a refund is approved for a damaged or not-as-described item, the item is returned to the seller at the seller’s cost. See Refunds & Cancellations.
Important
- You must respond within the requested timeframes
- AthleteXchange may resolve disputes on your behalf if needed
That’s it - raise issues early, communicate clearly, and we’ll help resolve things fairly.