ACBuy: How to Report Seller Issues via ACBuy Customer Support
When sellers fail to deliver orders or misrepresent products, ACBuy's customer support system provides a structured mediation process to protect your interests.
When to Contact ACBuy Support
- Items not received by promised delivery date
- Products significantly different from description
- Receipt of damaged or defective items
- Sellers requesting additional payments outside ACBuy
- Suspicious seller activity or fraudulent behavior
Step 1: Opening a Support Ticket
Access Your Account Dashboard
Login to your ACBuy account and navigate to "My Orders" section.
Select Problematic Order
Locate the specific order causing issues and click "Report Problem."
Choose Issue Category
Select the most appropriate category from dropdown menu:
- Item Not Received
- Item Not as Described
- Defective/Damaged Product
- Seller Communication Issue
Step 2: Document Your Case Effectively
Write Clear Description
Describe the issue concisely including:
- Order date and expected delivery timeline
- Specific ways product differs from description
- Dates of communication with seller
- Resolution attempts already made
Attach Supporting Evidence
Upload relevant screenshots showing:
- Original product listing with promises/descriptions
- Order confirmation with details
- Customer-seller message history
- Photos of received items (if applicable)
Step 3: Escalation Process
Initial Response Time
ACBuy typically responds within 24-48 hours. If unresolved after initial contact:
Request Escalation
Reply to the support email thread requesting case escalation to a senior support specialist.
Dispute Resolution Timeline
| Stage | Timeline | Action Required |
|---|---|---|
| Initial Review | 1-3 business days | Submit all evidence |
| Seller Response | 3-5 business days | Monitor for updates |
| Mediation | 5-10 business days | Respond to ACBuy inquiries |
| Final Resolution | Up to 14 business days | Accept resolution or appeal |
Keeping Track of Your Case
- Check "Support Tickets" in your account dashboard regularly
- Enable email notifications for case updates
- Note your ticket number (#ACB-XXXXXXX) for reference
- Respond promptly to support team inquiries
Final Resolution Options
If mediation fails, ACBuy may provide:
- Full or partial refund
- Account credit with bonus
- Escalation to security team for fraudulent cases
- Seller account suspension when violations are confirmed
ACBuy's support system ensures fair transaction resolution. By providing clear documentation and following the escalation process, most buyer-seller disputes can be resolved satisfactorily.