How to Report an Order Problem or Open a Dispute on Rootsy

At Rootsy, we want every purchase to be a positive experience. If something goes wrong with your order and you're unable to resolve the issue, our Customer Support team is here to help.

Rootsy connects buyers with independent Canadian sellers. While sellers are responsible for their products and fulfilment obligations, Rootsy provides a dispute resolution process to help address unresolved order-related concerns.

This guide explains how to report a problem, escalate a dispute, and understand the available resolutions.

Step 1: Identify the Problem With Your Order

You may need assistance if you experience issues such as:

• Damaged or defective products: Your item arrives damaged or does not function as expected.

• Incorrect products: You receive a different item, size, colour, or variation from what you ordered.

• Products not as described: The item is materially different from its listing.

• Missing or incomplete orders: A product or part of your order is missing.

• Delivery problems: Your package is significantly delayed, lost, or marked delivered but not received.

• Refund or return disagreements: You and the seller cannot agree on a return, refund, or replacement.

• Safety or authenticity concerns: You believe a product is unsafe, prohibited, recalled, or counterfeit.

Step 2: Gather Information About Your Order

Before contacting Rootsy, collect the following information:

1. Your Rootsy order number.

2. The product name and seller, if known.

3. The date of purchase and delivery, if applicable.

4. A clear description of the problem.

5. Photographs or videos showing any damage, defects, or discrepancies.

6. Photographs of the packaging and shipping label, where relevant.

7. Tracking information, if the issue concerns delivery.

8. Any relevant communications with the seller.

Providing complete information helps Rootsy review your concerns more efficiently.

Step 3: Report the Issue to Rootsy

If you're experiencing a problem with your purchase, contact Rootsy Customer Support.

Support Centre: https://support.rootsy.ca/support/home

Email: support@rootsy.ca

Explain what happened, provide your order number, and include relevant supporting evidence.

For return-related concerns, requests should generally be submitted within 14 days of delivery, unless different applicable terms or legal protections apply.

You should report safety concerns, suspected counterfeit products, and other serious compliance issues as soon as possible.

Step 4: Allow the Seller to Respond

For return requests submitted through Rootsy's process, sellers are required to respond within 48 hours.

The seller may:

• Review the information you provided.

• Request additional evidence.

• Offer an eligible return or replacement.

• Agree to a full or partial refund.

• Explain their position based on the product listing and applicable return policy.

If the seller does not respond within the required period, Rootsy may make a decision based on the available evidence.

Step 5: Escalate an Unresolved Dispute to Rootsy

If you and the seller cannot reach a resolution, you may request escalation through Rootsy's Resolution Centre.

The Resolution Centre refers to Rootsy's platform feature or support process through which buyers, sellers, and Rootsy attempt to resolve disputes informally.

To request escalation:

1. Contact Rootsy Customer Support.

2. Provide your order number.

3. Explain why the issue remains unresolved.

4. Describe any resolution already offered by the seller.

5. Supply relevant documents, photographs, and correspondence.

6. Indicate your preferred resolution, such as a refund, replacement, or another appropriate outcome.

Rootsy will assess the dispute in accordance with its policies and applicable law.

Step 6: Understand the Dispute Review Process

During its investigation, Rootsy may review:

• Order and payment information.

• The original product listing and description.

• The seller's return and refund policy.

• Communications between the buyer and seller.

• Photographs or videos.

• Shipping and tracking records.

• Delivery confirmation.

• Packaging evidence.

• Any other relevant information.

Rootsy may request additional information from either party before making a decision.

Cooperation and accurate documentation are important throughout the investigation.

Step 7: Possible Dispute Resolutions

Depending on the evidence and applicable policies, Rootsy may determine that an appropriate resolution includes:

• Full refund: Refund of the eligible purchase amount.

• Partial refund: Refund of part of the eligible purchase amount.

• Return approval: Authorization to return the product under specified instructions.

• Return denial: Denial of a return request that does not qualify.

• Replacement: Provision of a replacement item where appropriate.

• Other permitted resolution: Another action consistent with Rootsy's policies and applicable law.

Rootsy may also take appropriate action involving the seller's account or payouts.

Rootsy's decision is final within its internal resolution process, subject to applicable statutory consumer protection rights.

Step 8: Understand the Informal Resolution Period

Under Rootsy's Refund & Dispute Resolution Policy, the parties are allowed 30 days to attempt informal dispute resolution before a dispute may proceed to arbitration under the applicable Terms and Conditions, unless the parties agree in writing to waive that requirement.

This does not mean every support request takes 30 days to resolve.

Rootsy may resolve a dispute earlier when sufficient information is available.

Applicable consumer protection rights remain in effect.

Step 9: Refunds Following a Dispute

If a refund is approved:

• Refunds are generally returned to the original payment method.

• Rootsy generally processes approved refunds within 14 business days of approval.

• Additional banking or payment-provider processing time may apply.

• The approved amount may be full or partial, depending on the circumstances.

For returns requiring product inspection, the refund may be subject to confirmation that the returned product meets the applicable requirements.

Step 10: Contact Rootsy Before Initiating a Chargeback

If you have a payment-related dispute, Rootsy's policy asks you to contact Rootsy Customer Support before initiating a chargeback through your bank or card issuer.

This allows Rootsy an opportunity to investigate and attempt to resolve the issue.

If a chargeback is filed, Rootsy may review transaction records, provide evidence to the payment processor, and take other steps permitted under its policies.

Contacting Rootsy first does not remove any rights you may have under applicable law or your payment card agreement.

Frequently Asked Questions

When should I open a dispute?

You may request dispute assistance when an order problem remains unresolved after attempting the normal support or seller resolution process.

Serious safety, counterfeit, or prohibited-product concerns should be reported promptly.

Does Rootsy handle disputes between buyers and sellers?

Yes. Rootsy may review unresolved buyer-seller disputes through its Resolution Centre process.

How long does the seller have to respond?

For return requests, sellers must respond within 48 hours under Rootsy's policy.

If a seller does not respond, Rootsy may make a decision based on the available evidence.

Will I automatically receive a refund if I open a dispute?

No. Opening a dispute does not guarantee a refund.

Rootsy reviews the circumstances, supporting evidence, applicable policies, and legal requirements before determining a resolution.

Can I request a replacement instead of a refund?

A replacement may be available depending on the product, seller, circumstances, and Rootsy's review.

How long does dispute resolution take?

The time required depends on the nature of the problem, the evidence available, and whether additional investigation is necessary.

Rootsy's policy provides a 30-day informal resolution period before a dispute may proceed to arbitration under the applicable Terms and Conditions, unless waived in writing.

Can I dispute a purchase involving multiple sellers?

Yes. Rootsy may separately review the affected products, sellers, shipments, and transactions.

A dispute involving one seller does not necessarily affect items purchased from another seller.

What if I disagree with Rootsy's decision?

Rootsy's decision is final within its internal dispute resolution process, subject to applicable statutory rights and any further remedies available under the applicable Terms and Conditions and law.

Do I need to contact my bank?

If you have a payment dispute, Rootsy asks that you first contact its support team to attempt resolution. You retain any applicable rights to contact your bank or payment provider.

Need Help With an Order Dispute?

If you cannot resolve an order problem or need to escalate a concern, contact Rootsy Customer Support.

Support Centre: https://support.rootsy.ca/support/home

Email: support@rootsy.ca

Include your order number, a description of the problem, and relevant supporting evidence.

Rootsy — Stronger Together, Locally Rooted.