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Ayde Buy

Buyer Protection

If something goes wrong with an order placed through Ayde Buy checkout, you can open a case and our team looks at it with you and the seller. Covers orders paid through Ayde Buy checkout.

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What we help with

Order problems

If an order does not arrive or is clearly different from the listing, open a case. When the case is accepted, you get a refund under the terms shown at checkout.

  • Item did not arrive
  • Item is clearly different from the listing
  • Applies to orders paid through Ayde Buy checkout

Seller checks

Sellers go through checks before and while they sell, and we act on reports about them.

  • Seller details are checked before listing
  • Seller ratings are shown on listings
  • Sellers who break the rules can be suspended

Payment security

Payments are handled by our payment system, and sellers do not see your card details.

  • Card details are not shared with sellers
  • Connections are encrypted

Case review

Our team reviews the information from both sides and decides the case.

  • We may ask the seller for their side
  • You can add photos and messages to your case
  • Complex cases can be passed to Trust and Safety

Returns

Return rules depend on the seller and the product. The rules that apply are shown on the listing and at checkout.

  • Check the return rules on the listing before you buy
  • If an item is not as described, open a case instead of a normal return

How to open a case

1

Something goes wrong

The item did not arrive or is not as described. Open a case as soon as you can; the time limit is shown on your order.

2

Open a case

Go to Orders, find the item and choose "Open a case". Describe the problem and add photos if they help.

3

We review

Our team reviews your case and may contact the seller. We keep you updated on the case page.

4

Decision

If the case is accepted, the refund is started. How long it takes to reach you depends on your payment method and bank.

Frequently asked questions

How do I open a case?
Go to your Orders page, find the order and choose "Open a case". Describe the issue and add photos if they help.
How long does a refund take?
The refund is started when the case is accepted. When the money arrives depends on your bank or card provider.
Is there a deadline to open a case?
Yes. The time limit for your order is shown on the order page. Open a case as soon as you notice the problem.
Are in-person sales covered?
No. Buyer Protection only applies to orders paid through Ayde Buy checkout. In-person trades on Basar are not covered.

Contact Buyer Protection

Have a question about your protection or need to escalate a case? Our team is here to help.

Or email us directly at [email protected]