Buy2Sell
Dispute resolution policy
What happens, step by step, when buyer and seller disagree.
Version 2026-08-22 · Updated 2026-08-22
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1.When you can open a complaint
From the order page, within 48 hours of confirmed delivery. You pick a reason from a short list — the same one the moderator sees:
- I did not receive the item
- It does not match the description
- It arrived damaged
- Counterfeit item
- Something else — with your own explanation
A complaint cannot be opened on an order that is already completed. Once the window passes, the money has gone to the seller. That is why it matters to open the complaint first, even while you are still talking to them — you can withdraw it at any time.
2.What happens to the money
The moment a complaint is opened, the automatic release to the seller stops. The money stays with the platform until a decision. The seller is notified and sees the same file you do.
3.The stages
| Stage | What it means |
|---|---|
| Open | The complaint has been filed. Both sides can write and add evidence. |
| Under review | A moderator has picked up the file and is reading what you both wrote. |
| Awaiting evidence | The moderator asked for something specific — a photo, a waybill number, a confirmation. Whoever was asked has a deadline; silence does not block the file. |
| Resolved | A decision has been taken, with its reason written out. Who took it and when is visible. |
| Cancelled | The buyer withdrew the complaint, or the parties settled between themselves. |
4.What decisions are possible
- Full refund — the buyer gets back everything they paid, and the seller receives nothing.
- Partial refund — the buyer receives part of it and keeps the item, and the seller receives the rest. Used when the fault is real but the item remains usable.
- No refund — the complaint is not upheld, and the money goes to the seller as on an ordinary order.
Every decision comes with its reason written out in plain words, not as a code. Both parties read the same text.
5.Who decides
A member of the moderation team. Not an algorithm: the final decision in a dispute about money is never taken automatically, however clear the case may look.
The name of the moderator who decided and the moment of the decision are recorded and stay in the file. Not as a formality: without them, a contested decision would have no one to contest it with.
6.If you disagree with the decision
- You appeal the decision from the complaint page. The appeal enters a priority queue and is reviewed by a moderator other than the one who decided, when one is available.
- If you are still not satisfied after the appeal, write to us at suport@buy2sell.ro.
- You may turn to the Romanian consumer protection authority — anpc.ro — if the seller is a trader.
- You may use the European online dispute resolution platform (ODR), for cross-border purchases.
- Nothing in our procedure takes away your right to go to court.
7.Abuse of the complaint system
Complaints opened to freeze someone else's money without cause are treated as abuse and lead to account restrictions. We do not confuse that with a complaint that simply fails: someone who complains in good faith and turns out to be wrong faces nothing.