Fabricjam Help

Transaction Problems

Problems with the buyer or seller

We aim to keep Fabricjam a safe, enjoyable, ethical place to buy and sell. We encourage you to make every attempt to solve any disputes between yourself and the seller in a fair and kind manner.

We suggest that you read a seller’s feedback before bidding on an item as this is a representation of their past transactions.

We strongly encourage you to request recorded postage or delivery methods from your seller to avoid items not arriving in the post.

Please report any abuse from another member via our messaging system by clicking here.

What we do to help solve problems

•    When suspicious activity is reported, we will investigate the situation. We will warn, suspend, or otherwise restrict users who breach our policies.
•    PayPal Buyer Protection offers up to £500 in Purchase Protection for eligible items paid for with PayPal.
•    We co-operate fully with all legal investigations.
What we don't do
•    We're unable to take action on a member's behalf. This includes contacting a member directly to ask about the status of an item.
•    As we're not involved in the actual transaction, we can't force a member to meet their obligation.
•    As Fabricjam is not party to the actual transaction between the buyer and seller, we cannot be held responsible for problems that buyers may encounter with sellers or vice versa.

If you have won an auction or bought an item at a fixed price and do not wish to proceed with the transaction, please be reminded that you have entered into a legally binding contract with the seller and they have a right to ask for and expect payment and completion of the transaction. Changing your mind can seriously inconvenience a seller.

We will try to resolve reported cases of inappropriate trading behaviour. We will consider the circumstances of an alleged offence and the user's trading record before taking any disciplinary action. Disciplinary action may range from a formal warning up to indefinite suspension of a user's account. However, to be fair to all members, if a complaint cannot be proven with certainty, Fabricjam will not take action.

Seller has sent an item which does not match description

We recommend that you take the following action to solve the problem:

•   Contact seller and inform them of the problem, in many instances, the seller will be unaware of the problem or could have sent you the wrong item accidently
•   Use a delivery method which has an insurance attached to it so that damage in the post will be covered
•   Try to solve the situation between yourself and the seller with friendly fair communication

Counterfeit items:

• It is an offence to buy or sell counterfeit items.
• We take steps to ensure that items traded on our website are genuine by ensuring sellers confirm the products authenticity when listing it.
• We will also remove listings which we think are not genuine, and will take action against the users account.
• Since we do not actually handle the goods that Sellers list on Fabricjam, we recommend that you exercise caution when buying items.

We suggest that you research the item’s usual price, if it is significantly lower, then it may not be authentic and we remind you that it is an offence to buy an item which is an unauthorised copy or counterfeit.

If you are sold an item which is counterfeit, and you wish to contact the police with regard to this, we will always co-operate fully and provide them with any information they need.

If you have won an auction or bought an item at a fixed price and the seller has sent an item which does not match the description or is damaged, Fabricjam cannot be held responsible as we are not party to the actual transaction. We can take action against the user, however, to be fair to all users, as this is difficult to prove, we will only take action against the user if they hold a record of selling items which don’t match their description.

Please click here if you would like us to investigate a Fabricjam users credentials, and possibly take action against their user account.

Non receipt or Damage Claims:

The only remedy against a claim for non-receipt of item is to always send the item via traceable means and to provide a tracking number when prompted by the dispute process. Damage claims are not always fraudulent as things do get broken in transit. But sometimes these claims are a result of the buy and switch scam, or careless handling by the buyer. If the item was adequately packaged and sent via recorded delivery a claim can be filed with the courier.

If you are sending expensive or fragile items always insure them. If an item is sent insured, it can be traced and any potential damage in transit is covered. Be aware that some couriers don’t insure certain items such as ceramics. A bidder who refuses to pay a few extra pounds for insuring an expensive or fragile item must be informed in writing that they will be liable. Keep this correspondence for your own protection. You can also add this to the listing terms.

Be wary of bidders who claim the item was so damaged they discarded it and demand a refund. An item even if damaged must be returned to the seller to claim a refund, if you agree to a refund.

How do I report abuse from a member of Fabricjam?

We take reports of abuse very seriously. Under no circumstance should you accept abuse or threats directed at you from any member of Fabricjam.

Please click here to report abuse

How to file a non payment report

If a buyer has not paid for an item within 14 days of auction closure, you may then file a non-payment report in order to claim your seller fee’s back.

We encourage you to take the following steps before filing a non payment report:

Send buyer another invoice
Contact buyer and request payment in a courteous manner

If, after 14 days, despite reasonable endeavour, the buyer has not paid for an item, please click here to file a non-payment report.

Exercise self restraint if a buyer does not respond to your communication. It is understandable that you may feel frustrated due to the inconvenience if a buyer does not wish to complete the sale or ignores you. It is however important to note that directing abuse at another member of Fabricjam is strictly forbidden and can result in an official warning, account suspension or closure.

If you have received an Unpaid Item Strike, you can send us evidence that you paid, or tried to pay, for the item.

How to minimize risk of potential problems with sellers

Before bidding on or buying an item:

Read through item description thoroughly
Read through and make sure you agree with postage and packaging details
Ensure that you are happy with the sellers Returns policy
Ask any questions or queries you may have about the item you would like to buy
Check seller’s feedback before bidding on or buying an item from them. Exercise caution and possibly avoid buying from sellers who have a few negative feedback ratings.
After you have won an auction or purchased an item:
Ensure that you pay for the item and postage and packaging costs in a timely manner
Maintain good communication with seller
Try to solve problems with good communication, giving the seller an opportunity to redeem themselves before leaving feedback
Leave honest feedback once transaction is complete

How to minimize risk of potential problems with buyers

When listing an item:

•   Ensure that your item description is clear and accurate
•   Include full postage and packaging details in your listing
•   State your full returns policy clearly, leaving no room for confusion
•   Answer any questions promptly and honestly

After sale:

•   Never post an item before payment has cleared
•   Send out items promptly once payment has been received and cleared
•   Inform buyers of the status of an item if they ask
•   Communicate with buyers in a courteous, respectful manner
•   Trade ethically in order to build trust
•   Try to solve problems with good communication, giving the buyer an opportunity to redeem themselves before leaving feedback
•   Leave honest feedback once transaction is complete

How do I end my listing immediately?

If you would like to end your listing, please goto your account and select the item that you are selling.

Please be aware that frequent misuse of this facility may result in a formal warning, temporary suspension or indefinite suspension of your account.

How do I cancel or retract my bid?

We recommend that you read the entire item description carefully before bidding on or purchasing an item. Please contact the seller with any questions you may have before actually placing a bid. When you bid on an auction or buy a product at a fixed rate, you are entering into a binding contract between yourself and the seller, and have committed yourself to purchasing the item.

You may cancel or retract your bid using the bid retraction form, but only under the following circumstances:
•    You entered wrong amount
•    Seller changed item description
•    You cannot contact the seller

Please note that the amount of bid retractions you make will be visible on your profile page. Please click here if you would like to complete a bid retraction form.

If you are bidding on an auction and do not wish to complete the transaction, for a reason other than as described above, please contact the seller who might then cancel your bid. If the seller chooses not to cancel your bid and you win the auction, you are obligate to complete the transaction and pay for the item. If you do not pay for it, the seller may then start a non payment report against you in order to have their fee’s reimbursed. Frequent misuse of this facility may result in a formal warning, temporary suspension or indefinite suspension of your account.

I did not receive an item I paid for, does Fabricjam offer any insurance?

No. We do not offer any insurance. Please read through the sellers full postage policy before bidding. We strongly recommend that you use recorded delivery, especially for higher priced items to avoid disappointment should this occur.

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