Kapsule Buyer Guarantee
What the Kapsule Buyer Guarantee covers
The guarantee protects customers in the event that:
- An item does not arrive within the promised timeframe.
- A product is damaged during transit.
- The product received is significantly different from its listing description or images.
- A vendor fails to provide timely information when requested.
The Buyer Guarantee is not designed to penalise vendors — it exists to create a consistent and fair shopping experience that benefits the whole platform.
Vendor responsibilities under the guarantee
As a vendor, you are expected to:
- Dispatch products promptly and provide tracking details.
- Package goods securely to minimise the risk of damage.
- Ensure product listings are accurate, complete, and up to date.
- Respond quickly when Kapsule requests ETAs, stock updates, or photographs.
Vendors who consistently meet these standards are more likely to build strong reputations and enjoy higher sales volumes.
When the guarantee does not apply
The Buyer Guarantee does not cover:
- Buyer’s remorse or a simple change of mind (unless your store policy allows returns).
- Products delivered as described and in working order.
- Issues caused by misuse, lack of care, or customer error.
Misleading product descriptions are the most common cause of guarantee claims. Always ensure your listings accurately reflect the item being sold.
How Kapsule handles claims
If a customer raises a claim under the Buyer Guarantee:
- Kapsule will review the details and contact you if additional information is needed.
- You may be asked to provide tracking, order records, or photos.
- Kapsule will make a decision based on the evidence provided.
- If approved, the customer will receive a refund or resolution.
If you do not provide evidence within the timeframe given, Kapsule may resolve the claim in the customer’s favour and recover costs from your vendor account.
Benefits of the Buyer Guarantee for vendors
- Builds customer trust in your store and products.
- Reduces disputes by setting clear expectations.
- Creates a safer selling environment where genuine vendors are protected.
“The Buyer Guarantee is not a burden — it’s a trust-building tool that helps good vendors stand out.”
Best practices for compliance
- Double-check your product listings for accuracy before publishing.
- Use reliable couriers that provide end-to-end tracking.
- Keep clear records of dispatch and packaging.
- Update Kapsule promptly with stock issues or ETA changes.
Consider creating a standard operating procedure for your store (covering packaging, dispatch, and communication) to ensure every order meets Buyer Guarantee expectations.
FAQs
1. What happens if a claim is raised against me?
Kapsule will investigate and request evidence from you. If you provide accurate information and meet your obligations, the claim may be dismissed.
2. Will I always be financially responsible if a claim is approved?
Not necessarily. If you have followed the rules and the issue lies with the courier, Kapsule may support you in recovering costs. However, vendors remain responsible for resolving customer issues.
Keeping tracking details and photos of packaged items can protect you if a claim arises.
3. Does the Buyer Guarantee apply to made-to-order items?
Yes, provided they are delivered within the stated timeframe and match the listing description.
4. Can I refuse a refund if the courier denies my damage or loss claim?
No. Customers are entitled to a resolution under the Buyer Guarantee regardless of courier decisions.
Vendors must never leave customers out of pocket due to courier or supplier issues.
5. How long do customers have to raise a claim?
Customers usually have up to 30 days from the expected delivery date to raise a claim.
Encourage customers to act quickly so issues can be resolved without unnecessary delay.
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