1. Overview
We want every transaction on Tackl to go smoothly. When issues arise, our dispute resolution process ensures both buyers and sellers are treated fairly.
2. When Can a Dispute Be Raised?
- The buyer has a 72-hour review window after delivery confirmation to raise an issue.
- Disputes can be raised for: item not received, item not as described, damaged item, or wrong item sent.
- Disputes cannot be raised for change of mind or minor cosmetic differences consistent with the listed condition.
3. How to Raise a Dispute
- Go to your Orders page.
- Select the order in question and click "Report an Issue".
- Describe the problem and upload supporting photos.
- The seller will be notified and the payout will be paused.
4. Resolution Process
- Seller response: The seller has 48 hours to respond with their side and any evidence.
- Mediation: If the buyer and seller cannot agree, Tackl will review the evidence and make a decision.
- Outcome: We may issue a full refund, partial refund, or rule in the seller's favour depending on the evidence.
5. Return of Items
If a refund is issued, the buyer may be required to return the item at the seller's expense. Items must be returned in the same condition they were received.
6. Escalation
If you are unhappy with the outcome of a dispute, you may request an escalation review by contacting team@tackl.co.uk within 7 days of the decision.
7. Abuse of the Dispute System
Repeatedly raising frivolous disputes or attempting to abuse the system may result in account suspension. We take the integrity of our dispute process seriously.
8. Contact
For dispute-related queries, contact us at team@tackl.co.uk.
