Disputes Process

A very important element in Limbo is the disputes process. Sometimes even if everything is done with the best intention, communication or misunderstandings do occur. Thankfully, Limbo is here to help.

Timeline of responsibility

Seller Responsible

Sending item

Courier Responsible

Item in post - up to $2,000

Buyer Responsible

Buyer checks item and starts a dispute if they're not happy with the item or makes a courier claim if item is damaged/lost

Buyer Responsible

Releasing funds within 3 days

Resolution

  1. Buyer and Seller agree on a new price (this will be communicated outside of Limbo). There is a section on the "transactions” screen in Limbo where either the Buyer or Seller can enter the new agreed amount, at which point the other party will get a notification to agree. Once agreed Limbo will split the funds accordingly.
  2. If an agreement can not be met, the Buyer sends package back and is responsible for the return shipping.
  3. If neither of the above options fit your situation, the Buyer or Seller has the right to go to the Small Claims Court. If either party becomes unresponsive for 3 days or more during the disputes process, the funds will be released to the other party.

If you are not happy with how we have handled your transaction, you can make a complaint against us using the Financial Services Complaints website.

Shipping Claim (NZ Couriers)

If a package goes missing or is broken in the post, and because of our partnership with NZ Couriers; the Seller can access the claims form in Limbo. Our team will look over the submitted claims form and either:

  1. Ask for more information.
  2. Send the claim to NZ Couriers for them to process and determine a result (can take up to 6 weeks).

Received an Empty or Counterfeit Package

Limbo takes these claims seriously and investigates every package that has arrived empty or is a completely different product than advertised. If Sellers are found to do this they will be removed from Limbo and reported to the Police. If a Buyer receives an item but claims the package was empty, we take this equally as seriously. All claims for an empty or counterfeit package will be loaded against your file (for Limbo viewing only) even if our investigation is equally inconclusive to prevent repeat offenders making multiple claims.

Please get in touch with us if you would like to start an investigation.

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