While issues with sales are rare on Swappa thanks to the listing review process, Swappa's support team simply can't catch every potential issue. If there's a problem with a product you received here on Swappa, please follow these steps to work on getting it resolved:
- Comment on the sale page tied to your purchase - This will allow you to communicate directly with the seller and report any issues in detail
- Allow the seller some time to respond - Swappa generally recommends allowing up to 24 hours for a seller to reply, and business sellers should be allowed a full business day to follow up
- Contact our support team if a seller doesn't address a problem - If you don't hear back from a seller within the above timeframe, please leave another comment on the sale page while requesting Swappa's help or use the help form while attaching a link to the sale page to let Swappa staff know
Here are some other helpful tips when dealing with a problem sale to help keep things moving in the right direction:
- Clearly communicate with the seller and provide requested documentation of problems if requested when possible
- Provide photos of any condition issues or damaged products using the picture upload form on the sale page
- Inform the seller if you wish to proceed with a return for a refund if a product is not in the expected state
- Remain calm and keep the comments professional to prevent a problem sale from escalating too quickly
- Comment on the sale page and check the box for Swappa's help if a team member can be of assistance with any questions
New to Swappa?
Swappa makes it safe and easy to buy and sell used phones and quality tech devices. We have a no junk policy and our support team actually reviews and approves each listing. This keeps scammers away so you can buy with confidence. Read more on our blog.
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