Understanding the Elexbig Buyer Guarantee
The Elexbig Buyer Guarantee affects how you handle customer issues and disputes. Understanding it from the vendor perspective helps you respond appropriately and maintain your store's reputation.
ELEXBIG
Last Update 19 days ago
The Buyer Guarantee protects customers when things don't go as planned. It ensures a consistent shopping experience across all Elexbig stores and gives customers confidence to purchase from independent brands.
- An item does not arrive within the promised timeframe
- A product is damaged during transit
- The product received is significantly different from its listing description or images
- A vendor fails to provide timely information when requested
Good to know: The Buyer Guarantee is not designed to penalize vendors, it exists to create a consistent and fair shopping experience that benefits the whole platform.Your responsibilities under the guarantee
As a Elexbig vendor, you're expected to maintain high standards of service. This protects both you and your customers.
You must:- Dispatch products promptly and provide tracking details
- Package goods securely to minimise the risk of damage
- Ensure product listings are accurate, complete, and up to date
- Respond quickly when Elexbig requests ETAs, stock updates, or photographs
Pro tip: Vendors who consistently meet these standards build stronger reputations and enjoy higher sales volumes.When the guarantee does not apply
The Buyer Guarantee is not a blanket refund policy. It does not cover:
- Buyer's remorse or a simple change of mind (unless your store policy allows returns)
- Products delivered as described and in working order
- Issues caused by misuse, lack of care, or customer error
Important: Misleading product descriptions are the most common cause of guarantee claims. Always ensure your listings accurately reflect the item being sold.How Elexbig handles claims
If a customer raises a claim under the Buyer Guarantee, we follow a fair and transparent process.
The claims process- Elexbig reviews the claim details and contacts you if additional information is needed
- You may be asked to provide tracking information, order records, or photos
- Elexbig makes a decision based on the evidence provided by both parties
- If approved, the customer receives a refund or alternative resolution
Action required: If you do not provide evidence within the timeframe given, Kapsule may resolve the claim in the customer's favour and recover costs from your vendor account.Benefits of the Buyer Guarantee for vendors
While the guarantee protects customers, it also benefits vendors in several important ways:
- Builds customer trust in your store and products
- Reduces disputes by setting clear expectations
- Creates a safer selling environment where genuine vendors are protected
- Levels the playing field so quality service is rewarded
"The Buyer Guarantee is not a burden, it's a trust-building tool that helps good vendors stand out."Best practices for compliance
Follow these practices to minimise claims and maintain a strong vendor reputation:
- Double-check your product listings for accuracy before publishing
- Use reliable couriers that provide end-to-end tracking
- Keep clear records of dispatch and packaging
- Update Elexbig promptly with stock issues or ETA changes
- Photograph items before packaging for high-value orders
Vendor tip: Consider creating a standard operating procedure for your store (covering packaging, dispatch, and communication) to ensure every order meets Buyer Guarantee expectations.Frequently asked questions
What happens if a claim is raised against me?
Elexbig will investigate and request evidence from you. If you provide accurate information and have met your obligations, the claim may be dismissed.
Not necessarily. If you've followed the rules and the issue lies with the courier, Elexbig may support you in recovering costs. However, vendors remain responsible for resolving customer
Can I refuse a refund if the courier denies my damage or loss claim?
No. Customers are entitled to a resolution under the Buyer Guarantee regardless of courier decisions.
How long do customers have to raise a claim?
Customers usually have up to 30 days from the expected delivery date to raise a claim.
Protect yourself: Keep tracking details and photos of packaged items. This evidence can protect you if a claim arises.
Your responsibility: Vendors must never leave customers out of pocket due to courier or supplier issues.
Pro tip: Encourage customers to act quickly so issues can be resolved without unnecessary delay.
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