Overview
Once a buyer submits a claim on a fulfilled order, they can choose their preferred resolution, either a refund or a replacement, and provide supporting details or photos.
After submission, the seller (you) can review the claim directly from their Orders page, then decide whether to accept, dispute, or adjust the resolution type or amount.
1) Buyer submits the claim
The claim process starts with the buyer:
Claims can only be submitted for fulfilled orders.
The buyer must provide a reason for the claim (e.g., damaged items, missing units, expired products).
They must select their preferred resolution:
Refund — for monetary reimbursement.
Replacement — for receiving the product again at no cost.
Once submitted, the claim appears under the seller’s Orders tab.
2) Seller reviews and manages the claim
To manage a claim, you should:
Go to Orders in their Airgoods account.
Open the relevant order on the Unresolved tab.
Click View Report under the claim section.
From there, you can:
Accept the claim as-is.
Dispute the claim if they disagree with the reason, resolution, or requested amount.
Adjust the resolution type or amount before confirming. Our team reviews claims disputes every 48 hours and you should receive an update via email within that timeframe.
3) Switching between refund and replacement
Depending on the resolution type selected by the buyer, the seller has the following options:
If the buyer requested a replacement, the seller can switch it to a refund instead, if preferred.
If the buyer requested a refund, the seller cannot switch it to a replacement, but they can dispute the claim to propose an alternative or adjust the amount.
In all cases, sellers can provide a note explaining their decision to the buyer before submitting their response.
4) Resolving and finalizing the claim
Once the seller accepts or disputes the claim:
The buyer is notified automatically.
If approved, the refund or replacement is processed according to the selected outcome.
If disputed, the Airgoods team will review and provide an update.
Additional notes
Buyers can submit several claims if the claim has been canceled or denied.
Sellers should respond to claims within 10 days to avoid automatic approval.
Buyers can track their claim’s status directly from their Orders page.