The term "Purchase Protection" may give off an impression that only the ones doing the purchasing – the buyers – are favored, but that's not the case. Facebook Marketplace's Purchase Protection covers both parties in different transaction stages.
First, even before a buyer could file a refund claim against you, each of the following conditions must be met. This ensures that Facebook can check the system for records and investigate further.
- The listing came with a shield icon indicating that Purchase Protection covers the item.
- The purchase was completed using Facebook's onsite checkout, including payment. Transactions and conversations on other platforms and messaging apps will not be considered.
- The shipping was purchased along with the item. Other arrangements such as local pick-ups, meet-ups, or unauthorized couriers will not be honored.
Second, the reason for the claim should be at least one of the following:
- The buyer did not receive the item at all. This applies to either the seller failed to ship the item or the courier misplaced or lost the item. The tracking system will dismiss claims for orders marked as "Received."
- The buyer received an item damaged or with remarkable discrepancies from the listing description. This covers either the item was damaged in transit or the seller deliberately withheld information and misled the buyer about the item's true condition/style/color. It also includes non-disclosure of details like missing parts or altered parts. Any damages or alternations done after delivery will not be valid.
- The purchase was made without the buyer's consent. The buyer should be able to provide sufficient proof of unauthorized purchase.
- The buyer refuses to honor their published refund policy. A buyer's refund policy is a strong consideration for some buyers in purchasing or not. This must be followed at all times.
Apart from these two sets of considerations, the nature of the purchased item is also considered. Note that Facebook Marketplace's policies on Purchase Protection do not cover certain items such as perishable goods, vehicles, precious metals and gemstones, and antiques and collectibles.
Needless to say, prohibited items that aren't supposed to be sold on the platform in the first place are not covered.
Items worth $2000 or more are also not covered, even if purchased using the onsite checkout.
How does refund under Purchase Protection work?
Buyers are given a chance to file a refund claim within 45 days upon delivery of the item. A slightly longer period of 60 days is provided for claims about unauthorized purchases.
In cases of non-delivery of items, buyers are advised to file a claim at least a couple of days since the last estimated delivery date.
As Facebook Marketplace recommends that buyers reach out directly to the seller before filing a claim, it is your responsibility as a seller to make sure you respond within two days since hearing from the complaining buyer and try to resolve the issue between the two of you.
If you did not respond to the buyer or failed to come up with a mutual agreement, Facebook Marketplace will step in. The following factors will be considered in awarding the refund to the buyer or dismissing their claim.
- If the buyer has a good reputation in the platform regarding compliance with payment terms and policies.
- If the buyer has a suspicious record of similar refund claims that may indicate abusive or fraudulent buyer behavior.
- If the buyer submitted strong pieces of evidence (e.g., listing descriptions, photos, screenshots of conversations with sellers) that support the claim.
The decision lies at the platform's discretion. If it favors the buyer, the refund will be taken from your withheld payout. Usually, the full refund amount (including the item price, shipping, and tax) is awarded. However, there may be cases when only the partial amount is refunded.
Can a seller appeal a buyer's refund claim?
Sellers are given a chance to accept or to appeal a claim. Facebook will notify you once a claim has been issued, and you need to respond within ten days. This is your turn to explain your side and submit proofs to support your claim. Give it your best shot because you won't be able to re-appeal once Facebook decides on an appeal.
To view your active claims and proceed with your desired action, go to "Disputes" under the "Order" tab. You may also see your pending and closed claims here.
There are only two scenarios at this point. The appeal decision may tip on you or the buyer's favor. Either way, the marketplace will notify you, disclosing the reason behind the decision. They will also provide the breakdown of charges.
If they reject your appeal, it would be status quo. But if approved, the refund amount deducted from you will be returned, with Facebook absorbing the losses.