Contact The Ultimate Marketplace Customer Service

The most common questions and issues customers have for auctions and marketplace companies are regarding:
- Order issues
- Return/Exchange/Cancelation
- Refund
- Account
- Shipping/Delivery
- Claim/Dispute
- Warranty

Depending on the issue at hand, you may be required to provide relevant documents and information to customer support for you to get the necessary assistance.

Returns and refunds

Although different auction and marketplace companies have different procedures, policies, and requirements for processing returns and refunds, there are some similarities. Many provide a self-service return form that you fill for pre-approval of your return, while others require that you contact customer support directly for pre-approval.

As part of the pre-approval procedure, you may be required to provide the following:
- photos of the items you want to return. If you are returning an item because it arrived damaged, the photo should clearly show the damages;
- filed return form indicating your reason for returning;
- shipping label.

Some companies provide a shipping label with the package while others send you a shipping address to return to. The shipping label should be attached to the product packaging . Often, you are required to return the items in their original packaging.

Account login and set up issues

Typically, auction and marketplace websites have a self-service feature for resolving login issues. You are required to provide your phone number or email address on the sign up/log in page. A verification code is either sent to your phone number or email address for prompt access.

In the instance that you are not able to resolve your account access issue using the self-service feature, call customer support. You may be required to prove that your are the account owner by providing:
- a government-issued ID;
- contact information;
- email address or phone number;
- a brief overview of recent activity in your account.

If your account has been put on hold, blocked, or suspended, contact customer service to find out the reason. Depending on the reason for block or suspension, you may be asked several questions to verify your identity and account activity. The auction or marketplace company has the sole discretion on whether to reinstate your account.

Shipping issues and delivery delays

Some of the most common auction and marketplace shipping and delivery issues are regarding delivery delays and missing orders. Most websites provide an order tracking functionality where you enter your order number and in some cases email address or zip code to track your order.

In case you cannot tell the whereabouts of your order using the tracker, Call customer support. You may be required to provide the following documents to assist the customer service representative in tracking the item:
- order details page
- order confirmation documents

Warranty

To make a warranty claim for an item bought on the marketplace or auction website, you need the following:
- a warranty card;
- original purchase receipt;
- filled warranty claim form (in some cases).

The company will assess your warranty claim against its warranty policy to determine whether to repair or replace the item or its parts.