Seller Protection Programme
How does reSound protect sellers? All transactions on the reSound platform are secured under the reSound Seller Protection Programme. reSound ensures secure payment processing, guaranteeing the safe receipt of funds by sellers. In the event that disputes arise between a seller and a buyer and cannot be resolved directly, the reSound support team will intervene to assist and provide an impartial resolution promptly.
When a buyer disputes an order, reSound will evaluate the buyer's grounds for the dispute against the seller’s listing details and return policy. Sellers are advised to ensure the accuracy of descriptions, photographs, and the condition of the gear listed to facilitate protection under these circumstances. Sellers are also encouraged to familiarise themselves with and adhere to standardised return policies, as well as any individual return policies applicable to specific products.
Note: The return policy in force at the time of purchase will govern the transaction. Modifications to the return policy after a transaction's completion will not apply retroactively to that transaction.
What should I do if a buyer reports an issue with an order? If a buyer initiates contact within the return period stipulated in your policy, you are obligated to honour their return request in accordance with the terms of your policy. If a return request is made outside the designated period, you should inform the buyer of the lapse in the eligible return timeframe and respectfully decline the request.
Should a return be necessitated because an item is not as described, the seller is responsible for covering the return postage costs. For all other returns, the buyer is responsible for the return postage fee.
Apart from your individual Shop Policies, reSound offers Buyer Protection for items that arrive damaged, diverge significantly from their description, or if the issues are reported to reSound or the seller within 7 days of delivery. This protection also extends to orders paid for by the buyer but not dispatched within the prescribed 3 business days timeframe.
How do I qualify for reSound Seller Protection? To be eligible for reSound Seller Protection, all sales and payments must be processed directly through the reSound website. Documentation evidencing shipment and delivery must be made accessible to the reSound support team. Additionally, disputes must be reported to reSound within 7 days of the item's delivery to qualify for intervention under the reSound Seller Protection Programme.
Payment processing fees: Please note that the payment processing fees charged by reSound are not refundable under any circumstances.
What are the musical instrument conditions and what do they mean? reSound uses specific terms to describe the condition of the gear for sale on our marketplace.
Here are the standard terms. Make sure you rate your listings accordingly:
- B-Stock: Items that were opened and returned, have a cosmetic imperfection, or were used as demo units in a shop. These can be in refurbished or used condition.
- Refurbished: Items undergo thorough inspection, cleaning, and repair to address any defects or issues they may have had.
- Used - Mint: Items are completely blemish-free and have not been modified in any way.
- Used - Excellent: Items have been used but only exhibit minor cosmetic defects. Minor surface-level scratches, such as pick marks from regular use, would qualify.
- Used - Very Good: Items with more cosmetic imperfections but are still in great overall condition.
- Used - Good: Items are in fine working order but have significant cosmetic imperfections.
Effective Date: 9 April 2024