report a problem transaction
buySAFE Merchants are among the best merchants on the Internet. They are inspected, monitored, and their transactions can be guaranteed with a bond from buySAFE and its surety partners – Liberty Mutual®, Travelers®, and ACE® USA. In the very rare instances when buyers feel that a buySAFE Merchant has not honored their commitments, buySAFE offers a Problem Transaction Resolution Service — a free and easy way to solve problems.
Please note: Problem Transaction Resolution is currently only available for buyers who purchased or received a bond or guarantee for their transaction.
If you purchased or received a bond guaranteeing your transaction with a buySAFE Merchant and you believe the merchant has not lived up to their commitments, we encourage you to first attempt to work out the dispute directly with the merchant through e-mail and/or phone conversations.
If you are still unable to reach satisfactory resolution, please follow these simple steps:
- Register with buySAFE
- Log into your Buyer Service Center
- Select the bonded transaction in question
- Click on Report a Problem
- Using the transaction form, provide the details of the dispute and submit the form
what happens next?
After you report a problem transaction, buySAFE will initiate an online problem resolution dialogue between you and the merchant. If necessary, we will also provide you with access to a buySAFE Problem Resolution Specialist who can help facilitate a solution.
If the problem still cannot be solved, it will be referred to our surety partner as a Claim (if you are a U.S. resident) or will be directly handled by buySAFE for all non-US residents.
To qualify for protection under the bond, the buyer must be a U.S. resident and complete a Report a Problem Transaction Form in the Buyer Service Center within 30 days after the close of the bonded transaction. This notification initiates online dispute resolution. (This notification may not apply if you reside in a state that does not permit mandated use of alternative dispute resolution.)
