Opening a case
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1
Open the order
My Orders at /account/orders, then click the order.
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2
Use Report a problem
It sits in Order Tools. It is there while the seller is preparing the order and after the order has been delivered. Once the order has completed it is gone, so raise anything you are unhappy about before you confirm the order.
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3
Pick a reason and describe it
The reasons are: item not received, wrong item, not working, not as described, or other. Write at least a sentence — a description under ten characters is refused.
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4
Attach a screenshot
You can attach an image to your first message and to every reply. A picture of the error is the fastest way to settle a claim.
What happens next
The seller is notified straight away and can reply on the same thread. You and the seller can keep replying, and our team can join in at any point.
The decision is always made by CubieMart, not by the seller. A case can end in a refund to you, in the money being released to the seller, or in the claim being rejected — and whichever it is, you get a notification and an email with the reason written out.
Only one case can be open on the same product line at a time.
A problem that is not about a specific order — a login you cannot recover, a payment we cannot find — goes to Support instead.