What to Do if You Have Problems with a Product or Seller.
OverviewIf you encounter issues with a product or seller on Airsoko, such as receiving a damaged item or facing delays, follow these steps to resolve the situation.
Steps to Resolve Seller Issues
- Contact the Seller Directly: Start by communicating directly with the seller via the Airsoko messaging system. Many issues can be resolved this way.
- Open a Dispute: If the seller is unresponsive or the issue isn’t resolved, you can open a dispute through your order details page. This will escalate the issue to Airsoko’s mediation team.
- Submit a Support Ticket: For further escalation, especially if the issue involves financial disputes or undelivered goods, submit a support ticket through Airsoko’s help center.
Airsoko's Role in Resolving Disputes
- : Airsoko acts as a neutral third party in disputes between buyers and sellers. We aim to resolve the issue in a way that is fair for both parties.
- Refunds & Returns: If eligible, Airsoko may assist in processing a refund or return, depending on the specific case and product category.
Next Steps
Follow up with both the seller and Airsoko support until the issue is resolved. Keep an eye on your ticket for updates.