Buyer protection
Buyer protection includes all of the following and is crucial for us to offer an even safer and better experience for buyers on our Reshopper platform:
🛡️ Up to 100% coverage in case of fraud & disputes (up to 10,000 DKK)
🔒 Protection against IT fraud
🚚 Delivery guarantee
💳 Secure integrated payment
🛟 Extended support - Clara and Britt are ready to help
To make all these buyer protection benefits possible, a fee of 4 DKK + 4% per transaction for Plus members and 3 DKK + 3% for non-members is added.
Frequently Asked Questions
Am I always covered by buyer protection?
I received an item in worse condition than described. What should I do?
Are my details secure with Reshopper?
The item I ordered hasn’t arrived, what should I do?
What does secure payment mean?
What does extended support mean?
Is there any documentation I need to provide to claim Buyer Protection?
What should I do if I find an issue with the item more than 3 days after receiving or picking it up?
How does it work?
Buyer protection includes several benefits for buyers in a secondhand trade: Reshopper ensures up to 100% coverage of the purchase amount in case of fraud (max 10,000 DKK), protection against hacking, delivery guarantee, extended support, and more. This means that if a buyer encounters a problem with their transaction, Reshopper will step in and help resolve it. To provide this service and protect all buyers, a fee of 4 DKK + 4% per transaction for Plus members and 3 DKK + 3% for non-members is added. The buyer should see if the issue can be resolved with the seller and must submit at least 3 pictures of the problem for Reshopper to assess the case.
Am I always covered by buyer protection?
If the transaction involves buyer protection through Reshopper’s trading system (requires app version 8.0 released on April 24, 2024), you are covered. Transactions outside of Reshopper, where payment is made in cash or via MobilePay, are not covered by buyer protection.
I received an item in worse condition than described. What should I do?
If you receive or pick up an item that you believe is in a different condition than described and the transaction is protected by Reshopper’s Buyer Protection, you should first contact the seller to try to resolve the dispute. If not resolved, click the buyer protection button, describe the issue, and submit 3 pictures to our support team. We will guide you through the process of resolving the problem and assessing your eligibility for compensation.
Are my details secure with Reshopper?
At Reshopper, we are highly focused on keeping malicious individuals out. This is why we have MitID verification and SMS validation of Danish mobile numbers. We make significant efforts to monitor atypical and suspicious behavior and actively prevent IT fraud and phishing attempts. You can feel completely safe when creating a user and trading with others on the platform. Buyer protection also ensures that Reshopper can cover up to 100% of your purchase if disputes arise with a seller (up to 10,000 DKK).
The item I ordered hasn’t arrived, what should I do?
If your package does not arrive within the normal delivery time, you can contact our support by clicking ‘help’ at the bottom of the transaction. When you do this, our support team will receive a message and get back to you via email.
What does secure payment mean?
Secure payment is made through Reshopper’s trading system either via shipping or private pickup. The amount is debited from the buyer either when the buyer clicks ‘PAY’ after pickup or when the package is delivered by the seller. Reshopper holds the money for 3 business days before transferring it to the seller, allowing us to catch potential scammers more easily as the package usually arrives before then.
What does extended support mean?
Our support team is ready to help with technical issues as well as disputes between buyers and sellers. With buyer protection, support can now also assess the case and compensate the buyer if fraud has occurred.
Is there any documentation I need to provide to claim Buyer Protection?
To assess the case, Reshopper requires at least 3 pictures via the buyer protection button, showing the issue with the item, regardless of whether the transaction was via shipping or private pickup. Our support team may ask for additional documentation.
What should I do if I find an issue with the item more than 3 days after receiving or picking it up?
When you receive or pick up the item, you should inspect it to ensure everything is as expected. If several days pass, it can be difficult for Reshopper to determine if the condition has changed because the item has been used or if it was different from the description. If more than 3 days have passed, you should contact the seller to see if you can find a solution together.