Cases Policy

1. Opening a Case

When a buyer encounters an issue with their order on Quicky Stores, such as requesting a return, refund, or reporting a problem, they must first contact the seller directly using the "Help with Order" link within their Orders section. Buyers should review and understand the seller's shop policies regarding returns and refunds before making a purchase.

Sellers are expected to respond promptly to messages, including Help with Order inquiries. If a seller does not respond or cannot resolve the issue within 48 hours, buyers may escalate the matter by opening a "case." Quicky Stores' case system helps resolve disputes between buyers and sellers, potentially involving automatic refunds or further reviews to resolve the issue.

Key points to note:

  • Buyers need a Quicky Stores account to open a case. Guest checkout users must register for an account before proceeding.
  • Buyers can only use one dispute resolution method. If a chargeback is filed with their payment provider, they cannot also open a case with Quicky Stores.
  • Buyers who paid via third-party payment providers (e.g., PayPal) may need to contact those providers directly for refunds.

For more details, check the Help Center article on opening cases.

2. Case Eligibility

Cases may only be opened if the order meets these criteria:

  • The issue is reported within the eligible timeframe based on delivery estimates or processing and shipping dates. Digital downloads must be made available within 7 days of purchase.
  • The buyer has contacted the seller via Help with Order and allowed 48 hours for a resolution.
  • The buyer reports one of the following issues:
    • Item never arrived
    • Item arrived late
    • Item arrived damaged
    • Item does not match the listing description

For instant downloads, buyers must download the item before initiating a case.

Purchase Protection Program

If expectations aren’t met, Quicky Stores may intervene to support buyers. Buyers can receive a full refund if:

  • Items arrive late, damaged, or significantly differ from the listing.
  • Digital downloads are not provided within 7 days.

Refunds can be issued to the original payment method or as store credits.

To qualify, items must:

  • Be delivered within the seller’s stated processing times and to the specified address.
  • Arrive undamaged, properly packaged for transit.
  • Match the listing description, including size, color, material, and condition.

Exclusions may apply, and buyers must have an account in good standing to qualify.

3. Ineligible Disputes and Transactions

Certain disputes are not eligible for the case system, including:

  • Items altered, used, or discarded after receipt.
  • Returns made without prior agreement.
  • Items accurately described but failing to meet expectations.
  • Shipping cost disputes.
  • Transactions made in person or outside Quicky Stores.
  • Cases involving local warranties or returns covered by applicable laws.

Quicky Stores evaluates cases on a case-by-case basis and reserves the right to update decisions based on new information obtained during investigations.

4. Case Resolution

Once a case is opened, Quicky Stores may automatically close the case by issuing a refund or continue investigating to reach a resolution. Sellers must respond to inquiries within 2 calendar days.

In certain situations, Quicky Stores may intervene before the 48-hour window, such as in cases of harassment, manipulation, or seller inactivity. We may close cases due to non-participation or reopen cases for further review.

If a case remains unresolved for more than 365 days, it is treated as a late delivery, and a full refund is the only acceptable resolution.

This Cases Policy ensures a fair and efficient process for resolving disputes while maintaining the integrity of Quicky Stores' platform.