Issues with sellers?

There may be any number of reasons why you might have an issue with a seller.

Seller not responding to my email or phone calls

We recommend you allow up to a week for a seller to respond to any communication you have with them. During this time drop them a couple of friendly emails or give them a call on the phone.

You should also check your spam filters aren't stopping their emails. They may be accidentally be arriving in here.  If you have given the seller a reasonable amount of time to make contact with you, and you still haven't received a response, we recommend that you place feedback on them. However if the issue is subsequently resolved don't forget to change this feedback.

I've paid, but not received my item

Once you have paid for the goods you should allow at least 7 days for the goods to arrive. However if you have concerns about your goods not arriving we recommend you contact the seller and see if there is a reason the item hasn't been delivered. If they have dispatched the item, check if there is a track and trace option to locate the item. We also suggest you complete the following steps :

1. Check the shipping details on the auction - There may be genuine reasons why the shipping could be delayed, such as rural delivery schedules or delays in payments clearing
2. Check your spam filters and junk mail box - Emails  may be accidentally be arriving in here
3. Place feedback - This may encourages the seller to take action or get in touch. Don't forget to change the feedback if the issue is resolved.

Item not as advertised

If the item arrives to you, and is not as advertised, we encourage you to contact the seller directly. If the item was damaged during delivery, check to see if insurance was taken, or if there is any recourse through the delivery company.

Give the seller the opportunity to remedy the issue before you place negative feedback on their listing. Should the item be drastically different from that advertised we encourage you to contact our customer service team.

Most sellers will be understanding, many will offer to replace the item for no charge, or offer you a complete refund.

The seller has posted unfair feedback

If you get negative feedback you have the following options:

1. We recommend trying to rectify the situation with the trader. If you are both happy with the end outcome the seller may choose to update there feedback, and a much more positive outcome can be achieved.
2. You can post a 'response ' to the sellers feedback that is posted directly under the negative feedback
3. You can also post feedback on the trade. Remember that if you place negative feedback too soon this may make remedying the situation all that much harder

I am still having problems with the seller

Listing an item for sale on Sella creates a commitment from the seller to complete any transactions that close with a sale.  If a seller refuses to complete a sale, sends goods that are not as described in the auction, places unfair feedback on your account, or generally acts dishonestly on the site, we want to know about it.

If, after following all the steps from above, you have still not found a solution to your problems please report your issue to our help desk { include a button linking to this page http://www.sella.co.nz/help/about-sella/contact-help-desk/ ) or send us an email to helpdesk@sella.co.nz. We will get in touch to discuss your issues and explain what action we may be able to take.

Alternatively you can read more information about the dispute resolution process we advise following