Sometimes a buyer and seller may disagree about an order, product condition, refund, delivery, or another purchase-related issue.
Rootsy provides a dispute resolution process to help review these situations fairly, using the available order information, supporting evidence, and applicable marketplace policies.
This guide explains when a dispute may be opened, how Rootsy reviews complaints, what information may be required, and the possible outcomes.
1. What Is a Buyer-Seller Dispute?
A buyer-seller dispute occurs when a buyer and seller cannot agree on how to resolve a problem involving a Rootsy purchase.
Common examples include:
A product arrives damaged or defective.
The buyer receives an incorrect product.
An item is materially different from its description.
A shipment is delayed, lost, or reported missing.
Tracking shows Delivered, but the buyer cannot locate the package.
The seller disputes a return or refund request.
A buyer and seller disagree about the condition of a returned item.
The seller does not respond to a valid complaint.
There is a disagreement over an applicable charge or transaction adjustment.
Not every complaint requires a formal dispute. Some problems can be resolved through the ordinary return, refund, or customer support process.
2. When Should I Escalate a Dispute to Rootsy?
You should contact Rootsy Customer Support when:
You've reported a problem but cannot reach an acceptable resolution.
The seller has not responded within the applicable timeframe.
Your return or refund request has been disputed.
You believe the product is defective, unsafe, counterfeit, or materially misdescribed.
Delivery records and your actual delivery experience do not match.
You have additional evidence supporting a review of an earlier decision.
Rootsy may review your case through its Resolution Centre or another authorized support process.
3. How to Report a Dispute
To report a dispute:
Visit https://www.rootsy.ca.
Sign in to the account used for your purchase.
Open your order history.
Locate the affected order.
Review any available return, refund, or support options.
Submit the complaint through the authorized Rootsy process.
Provide your order number and an explanation of the issue.
Include relevant photographs, documents, or other evidence.
You can also contact Rootsy Customer Support directly:
Support Centre: https://support.rootsy.ca/support/home
Email: support@rootsy.ca
Please identify the specific product involved, particularly if your purchase included multiple sellers.
4. What Information Should I Provide?
Providing complete information helps Rootsy understand your complaint.
Depending on the issue, you may be asked for:
Your Rootsy order number.
Product name and affected seller.
A description of the problem.
The date of purchase or delivery.
Photographs or videos of the product.
Photographs of the packaging and shipping label.
Carrier tracking information.
Delivery confirmation, where available.
Relevant communications.
Other documents needed to investigate the complaint.
Provide accurate information and keep the original product and packaging when relevant.
Do not alter photographs or submit misleading evidence.
5. How Does Rootsy Review a Dispute?
Rootsy may review information from the buyer, seller, and relevant service providers.
The review may consider:
Order Information
The original purchase, product, quantity, price, and applicable transaction details.
Product Listing
The description, specifications, photographs, seller disclosures, and applicable return restrictions.
Buyer and Seller Communications
Messages or other relevant correspondence explaining the issue and attempts to resolve it.
Shipping and Delivery Evidence
Tracking history, carrier confirmation, delivery photographs, packaging evidence, and relevant shipment records.
Product Condition
Photographs, videos, inspection results, and other information about the product or returned item.
Payment Records
Relevant payment, refund, or transaction information.
Rootsy considers the available evidence and applicable policies before determining an appropriate resolution.
6. How Long Does the Seller Have to Respond?
Under Rootsy's Refund & Dispute Resolution Policy, sellers are generally required to respond to return requests within 48 hours.
If the seller fails to respond within the required timeframe, Rootsy may make a decision using the available evidence.
The 48-hour seller response requirement does not mean that every dispute investigation will be completed within 48 hours.
More complex cases may require additional information or investigation.
7. What Happens if a Product Is Damaged, Defective, or Incorrect?
When a dispute concerns a damaged, defective, incorrect, unsafe, or materially misdescribed product, Rootsy may consider:
The original product listing.
The item ordered.
The item delivered.
Photographs and supporting evidence.
Relevant packaging or shipping records.
The seller's response.
Applicable consumer protection rights.
Depending on the findings, an eligible buyer may receive a return approval, replacement, full refund, partial refund, or another appropriate remedy.
Marking a product Final Sale or Not Returnable does not automatically eliminate applicable rights relating to defects, safety issues, seller errors, or material misrepresentation.
8. What Happens in a Missing-Package Dispute?
If a package has not arrived, Rootsy may investigate using:
Carrier tracking records.
Proof of shipment.
Carrier handoff information.
Delivery confirmation.
Delivery photographs, where available.
The delivery address provided.
Seller and buyer information.
If tracking shows Delivered but the buyer reports non-receipt, Rootsy may request additional information before reaching a decision.
A Delivered tracking status does not automatically guarantee that every missing-package complaint will be denied or approved.
Refund or replacement eligibility depends on the circumstances, evidence, applicable terms, and legal rights.
9. What Happens if a Seller Disputes My Return?
A seller may disagree with a return request because of:
Product eligibility.
Return timing.
Product condition.
Missing accessories or components.
Differences between the reported problem and available evidence.
The seller's disclosed return conditions.
If a disagreement occurs, Rootsy may review the relevant information and determine whether the return should be approved, denied, or handled through another resolution.
For eligible requests, Rootsy's standard return-request period is generally 14 days from delivery, subject to applicable product conditions and consumer protection rights.
An approved return may still require the product to be inspected before a final refund decision is made.
10. What Are the Possible Dispute Outcomes?
Depending on the circumstances, Rootsy may determine an outcome such as:
Full Refund: Returning the eligible refundable amount to the buyer.
Partial Refund: Refunding an appropriate portion of the transaction.
Return Approval: Authorizing the product to be returned under specified instructions.
Return Denial: Declining the request based on the applicable policy and evidence.
Replacement: Providing an appropriate replacement where available.
Financial Adjustment: Applying a permitted transaction or seller payout adjustment.
Further Investigation: Requesting additional evidence or reviewing the matter with a seller or service provider.
Account Action: Restricting an account or taking another permitted action where a marketplace violation is established.
Not every dispute results in a refund, and the appropriate resolution depends on the individual case.
11. How Long Does Rootsy's Dispute Resolution Process Take?
The time needed to review a dispute depends on its complexity, available evidence, and the participation of relevant parties.
Rootsy's Refund & Dispute Resolution Policy provides for a 30-day informal resolution period before a dispute may proceed to arbitration under the applicable terms, unless the parties agree in writing to waive that requirement.
This does not mean that every dispute automatically takes 30 days to resolve.
Some matters may be addressed sooner, while others may require additional review.
Payment-provider deadlines and applicable statutory rights remain separate from this informal resolution period.
12. Can I Challenge a Dispute Decision?
If you believe an internal decision is incorrect:
Review the explanation provided.
Identify the specific issue you disagree with.
Gather any additional relevant evidence.
Contact Rootsy Customer Support.
Explain your concerns and provide the supporting information.
Ask about any available further review or resolution options.
Rootsy's decisions are final within its internal resolution process, subject to applicable legal rights.
Contacting Rootsy does not remove any consumer protection rights that cannot legally be limited.
13. What About Credit Card Chargebacks?
A chargeback is a payment dispute initiated through your bank or card issuer.
It is different from Rootsy's ordinary return and dispute resolution process.
If you have a payment concern, Rootsy recommends contacting Customer Support so the transaction can be reviewed through the marketplace process.
If a chargeback is filed, the payment provider may impose separate requirements, evidence deadlines, and processing rules.
Buyers retain applicable rights concerning payment disputes and unauthorized transactions.
Avoid seeking duplicate refunds for the same transaction.
14. What If My Purchase Included Multiple Sellers?
Rootsy allows buyers to purchase products from different independent sellers.
Each seller may have separate fulfilment, shipping, return, and dispute responsibilities.
If your dispute concerns only one seller's product:
Identify the affected item and seller.
Provide the relevant order and shipment information.
Explain which portion of the purchase is affected.
Review any item-specific return conditions.
A dispute involving one product does not automatically mean that every item purchased during the same checkout must be refunded or cancelled.
15. What If the Product Is Unsafe or Recalled?
If you believe a product presents a safety risk:
Stop using it if continued use may be unsafe.
Preserve relevant product information.
Contact Rootsy Customer Support promptly.
Explain the safety concern.
Provide photographs or relevant evidence where safe.
Follow applicable safety notices and instructions.
Rootsy may take appropriate action involving the product listing, seller account, affected orders, or other marketplace requirements.
Do not continue using a potentially dangerous product simply to gather evidence.
16. Tips for Resolving a Dispute Efficiently
To help Rootsy review your concern:
Report problems promptly.
Provide the correct order number.
Identify the specific affected product.
Explain what happened clearly.
Keep relevant photographs and documents.
Retain packaging when relevant.
Respond to reasonable information requests.
Follow authorized return and shipping instructions.
Avoid submitting duplicate complaints for the same issue unless additional information is needed.
Clear records and timely communication can help reduce unnecessary delays.
Frequently Asked Questions
What is a buyer-seller dispute?
A disagreement between a buyer and seller about an order, product, delivery, refund, or another purchase-related issue.
How do I open a dispute on Rootsy?
Use the available support or dispute process through your account, or contact Rootsy Customer Support with your order details.
Does Rootsy investigate disputes?
Yes. Rootsy may review order records, product listings, communications, photographs, shipping evidence, and other relevant information.
What if the seller doesn't respond?
Rootsy may make a decision using the available evidence when the seller fails to respond within the applicable timeframe.
Is the seller required to respond within 48 hours?
Sellers are generally required to respond to return requests within 48 hours.
Will I automatically receive a refund if I open a dispute?
No. Eligibility and the appropriate resolution depend on the circumstances, evidence, and applicable policies.
Can I dispute a Final Sale product?
Yes, qualifying problems such as defects, unsafe products, incorrect items, or material misrepresentation may still require review.
How long does a dispute take?
Timing varies. Rootsy's policy provides a 30-day informal resolution period before arbitration under the applicable terms, subject to stated exceptions and legal rights.
Can Rootsy issue a partial refund?
Yes. A partial refund may be an appropriate resolution depending on the circumstances.
What if my package is marked Delivered but is missing?
Contact Rootsy Support with your order number and tracking details so the matter can be investigated.
Can I submit additional evidence?
Contact Rootsy Support with the relevant case information and any new supporting evidence.
Is a chargeback the same as a Rootsy dispute?
No. A chargeback is initiated through a bank or card issuer and follows a separate payment-provider process.
What if only one item in my multi-seller order has a problem?
Identify the affected product. Rootsy may review and resolve that portion of the transaction separately.
Related Help Articles
For additional guidance, see:
How to Report an Order Problem on Rootsy — Orders, Shipping & Returns → Order Problems and Disputes.
What to Do If Your Product Arrives Damaged, Defective or Incorrect — Orders, Shipping & Returns → Order Problems and Disputes.
How to Request a Return on Rootsy — Orders, Shipping & Returns → Returns, Refunds and Cancellations.
How Long Do Rootsy Refunds Take? — Orders, Shipping & Returns → Returns, Refunds and Cancellations.
Need Help With a Dispute?
If you have an unresolved order problem or need assistance understanding a dispute decision, contact Rootsy Customer Support.
Support Centre: https://support.rootsy.ca/support/home
Email: support@rootsy.ca
Please include your order number, affected product, explanation of the disagreement, and any relevant supporting evidence.
Do not share passwords, one-time verification codes, or payment card security codes.
Rootsy — Stronger Together, Locally Rooted.
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