Facebook Marketplace Buyer Protection – What You Need to Know

If you use Facebook Marketplace a lot, you’ll want to know all about the platform’s purchase protection policy. Buyers protection policies are there to protect you whenever you make a purchase through onsite checkout on Facebook or Instagram. If you have an issue with a purchase these Policies are meant to amend the situation.

Both buyers and sellers on Facebook Marketplace should be aware of their buyer protection policies as these policies can protect both parties involved in a transaction. In this article, we’ll go over everything you need to know to help you stand up for your rights.

Facebook Marketplace Buyer Protection What You Need to Know

Purchase Protection Policies are there to provide peace of mind and offer redress if you aren’t happy with your purchase. Understanding them is crucial. This way, you’ll know where you stand at different settlement stages.

Conditions to Qualify for Purchase Protection

There are conditions that need to be met for a buyer to be able to file a refund claim. If these conditions are met, Facebook will proceed to check the records to subsequently start an investigation.

Here are the relevant conditions:

• The purchased item had the Purchase Protection shield icon.
• Facebook’s onsite checkout was used to complete the transaction, payment included. If the purchase was completed through a conversation held on another platform, it won’t be eligible for a refund.
• The item was acquired together with the shipping. Meet-ups, local pick-ups, or third-party messaging services won’t be honored.
• Before the claim is submitted, the buyer should contact the seller first to try and resolve the issue directly. If both parties can’t work out the problem, then a claim can be filed.

These conditions need to be met for Facebook to review if your claim qualifies for Purchase Protection. If the claim is approved, they will issue a refund. This refund will be for the full price the item was purchased for, including shipping fees and tax.

Reasons to File a Refund Claim

At least one of the following reasons should support the claim:

• The item wasn’t received at all. The item will be considered as “not received” if the courier failed to deliver it or the seller failed to ship it. If the buyer doesn’t get the purchased item within 48 hours after the estimated arrival date shown in the order details page for sellers using onsite checkout, it will also be considered “not received.” In the case of individual sellers, an item will be considered as “not received” 16 days after the individual seller confirms the order.
• The buyer received the item but it was damaged or significantly different from the listing description. This will cover items that were damaged during shipping (damages after delivery won’t be considered) and products that were different from the provided description. This includes misleading information about the product’s condition, style, color, and information about the article missing major parts that weren’t specified by the seller.
• The seller doesn’t honor their stated refund policy.
• The purchase wasn’t authorized. The buyer will need to supply sufficient evidence of a purchase that was made without consent.

Denied Claims

Here are some reasons why a claim could be denied:

• The justification for the claim was “buyer’s remorse.”
• The article was received by the buyer and the seller verified its delivery.
• The description provided by the seller corresponds with the item received.
• The transaction was disputed with the bank that issued the buyer’s debit or credit card.
• The evidence supplied by the buyer to support the claim was insufficient.
• Policy abuse. If it’s a fraudulent claim Facebook can disable your account.

Items That Are Not Protected

Purchase Protection policies on Facebook Marketplace won’t cover certain items or situations. Products that won’t be covered include: perishable goods, tickets, custom or made-to-order items, precious metals and gemstones, antiques and collectibles, vehicles, industrial machinery, and of course, prohibited items.

Services, donations, real estate, financial products or investments won’t be protected, either. Purchases bought through onsite checkout with a price over $2,000 also aren’t covered.

What Do Sellers Need to Know

If you’re a seller on Facebook Marketplace, this is what you need to take into account:

• The buyer can file a refund claim within 45 days after the item was delivered. For claims about unauthorized purchases, a longer period of 60 days is provided. If the item wasn’t delivered, the buyer should wait two days after the last estimated delivery date before filing a claim.
• If the buyer contacts you, as Facebook Marketplace policy recommends, you should respond within two days after you receive their message. You should first try to solve the problem between yourselves. If you don’t reply to the buyer or an agreement can’t be reached, then Facebook Marketplace will intercede.
• Facebook Marketplace will consider the buyer’s reputation, record, and the evidence that was provided before they proceed with a refund or dismiss the buyer’s claim.
• If the decision is to favor the buyer, Facebook Marketplace will take the refund from your withheld payout.
• Sellers can either accept or appeal a claim. You have 10 days to respond after you’ve been notified that a claim was issued. You will be given the chance to defend yourself and provide evidence to support it.

Understanding Their Policies

Facebook Marketplace is a great place to sell things you don’t need any more. It’s also the right place to look for good quality second-hand items. If you want to have a great experience as a user of Facebook Marketplace, be sure to take the information provided here into account. You should also consider that every country might have specific guidelines that can be checked on Facebook’s Help Center.

Did you ever need to file a claim on Facebook Marketplace before? How was your experience? Tell us in the comments section below.