As a seller, you must ensure that every device you list for sale is fully functional and free from any locks. A locked device is one that prevents the buyer from using it properly. This applies in particular when the device has an active account lock, such as Apple ID/iCloud or Google FRP (Factory Reset Protection), when it has a SIM-lock or carrier lock, or when the IMEI number has been reported as stolen or lost and appears in the databases. Sellers are not allowed to list locked devices for sale and bear full responsibility for removing any locks before publishing the offer.

If the buyer receives a locked device, they have the right to immediately withdraw from the contract and request a full refund. The complaint process takes place through a problem reported via the Helpdesk. In such a case, the seller is obliged to accept the device and carry out its verification. If the lock is confirmed, the seller must refund the full purchase price within 72 business hours and also cover the shipping costs. It should also be noted that the seller may not return the same device to the buyer without first removing the lock.

Fraud in online trade is becoming increasingly common and may concern both payments and the buyer’s behavior itself. However, it should be remembered that not every unusual action by the Customer is automatically an attempt at fraud. Before reporting a case, the Seller should make sure that they have concrete evidence or strong indications of abuse.

The most common situations include commercial fraud, when the Buyer unjustifiably opens a dispute or makes a so-called chargeback, claiming that the product did not arrive despite correct shipment, and payment fraud, when the Customer’s payment details were used without their knowledge.

If the Seller suspects an attempted fraud, they should immediately contact the Administrator by email at [email protected], providing details of the case and attaching evidence. This should include, among other things, the order number, the communication history with the customer, shipment dispatch and tracking confirmations, and in the case of returns, also photos of the package or products. If the order has not yet been shipped, the Seller should refrain from sending it until the matter has been clarified. If the package has already been sent, it is advisable to contact the carrier to stop delivery.

If the shipment is returned to the Seller, for example due to a false address, it is necessary to document this fact and provide the information to the Administrator. If necessary, the Administrator may take over the handling of the dispute and allocate the costs accordingly to the Seller or the Buyer. The Seller is obliged to actively cooperate throughout the process and provide the required documentation. Thanks to this, the suspicion of fraud can be verified in a reliable manner, and the Seller is protected against potential losses resulting from the actions of a dishonest Buyer.