When an order goes wrong

Four things go wrong often enough to plan for.

The parcel was refused at the door

It comes back to you. Look at the product photos and the description before you relist it — a refusal is usually the listing, not the customer.

You have sold something you do not have

Say so immediately rather than hoping a replacement arrives. Cancel it yourself, in the order, and the customer is not charged. A silent week is what turns one lost sale into a review.

The customer says it arrived damaged

Ask for a photo. Keep the packaging question in mind for next time — most damage in transit is packing, and the fix is on your side of the counter.

It has not been collected

Check your pickup address and your pickup instructions first; a wrong floor or a closed shop is the usual answer. Then message us through Messages in the app rather than contacting the courier yourself — the shipment is on Trollu's account, so Aramex will not discuss it with you directly.