1. Opening a Case
When a buyer wants to return a product to get a refund, the first thing they must do is contact the seller directly and let the seller know the problem. It very crucial for sellers to fill out their shop policies for returns and refunds, buyers must read and understand those policies before ordering any product.
Sellers are expected to always respond to messages, especially order messages. If a buyer has reached out to the seller and hasn’t heard back within or resolve the issue within 48 hours, a buyer can open a “case”. With save2collect’s case system, a buyer alerts save2collect that there is a problem with their order that they were unable to fix with the seller within 48 hours, save2collect will assist with the case between the buyer and seller. A refund will be a solution that will satisfy a buyer.
Here are things to note:
- Buyers must have a save2collect account to be able to open a case.
- If a buyer has filed a chargeback with their credit card company, they can’t also open a case. If a buyer files a chargeback after opening a case on save2collect then case will be closed.
2. Case Eligibility
For a case to be opened in save2collect, an order must meet the following criteria:
- The order is within the time frame for opening a case, based on an order’s estimated delivery date (if so) or processing time, if the item is not made available to the buyer for download within 7 days of purchase, then it’s a different story.
- The buyer has reported the order issue to the seller and has given the seller 48 hours to resolve the issue.
- The buyer wants to open a case because the item never arrived, or after the estimated delivery date, arrived damaged.
save2collect’s Purchase Protection Programme
Order issues can be resolved directly with the seller, and some items can be returned according to the seller’s return policy. We believe that you should always get the item you ordered, get your money back, so when those expectations aren’t met, save2collect will step in your support. Buyers will receive a full refund for purchases never arrived, arrived damaged. Buyers may select to receive their refund to their original form of payment.
If an order does not meet the expectations, the buyer is entitled to a full refund, including all fees:
A. Items are delivered on time. They should be delivered to the address provided by the buyer. Please note that if an item was dispatched and has a tracking number, you may be able to open a delivery company claim by directly contacting the delivery company. Buyers are responsible for paying any customs duties, import duties, or other charges. Items that arrive late or are not received due to buyer delay or refusal to pay Charges owed upon delivery, do not qualify under save2collect’s Purchase Protection Programme.
B. Items arrive undamaged and packaged to withstand handling in transit.
C. Items should match the listing description. Items received should not be different from the product description or on images. We may ask the buyer to provide us with documentation to demonstrate that the item is significantly different. examples:
- The item received is a different colour, or size.
- The item has a different design.
- The seller failed to disclose that an item is damaged.
- The buyer received the incorrect quantity of items (e.g., the buyer purchased 2 items but only received 1).
- The condition of the item is misrepresented (e.g., the item is described as new but is used).
save2collect’s Purchase Protection Programme for Sellers
save2collect’s Purchase Protection Programme for Sellers helps sellers resolve damaged and non-delivery. We do understand things can still go wrong even if a seller had taken all necessary steps to ensure buyer’s satisfaction. In these cases, where an order meets all of our requirements, save2collect will refund buyers for the orders up to R500 (excluding fees) and sellers will not be held responsible.
3. Ineligible Disputes and Transactions
Unless required by law, some disputes and transactions are ineligible for the case system, including:
- Items that have been used, worn, washed.
- Items returned without a return agreement.
- Cost of charges disputes.
- Items that are purchased in person.
- Transactions where payment is not processed by save2collect Payments.
Please be aware that our case mediation capabilities may be limited for certain types of items, which may result in a refund. save2collect reserves the rights.
4. Case Resolution
When there is a case opened, save2collect will resolve and close the case on behalf of the buyer and seller.
On other cases, save2collect may investigate further in order to resolve the case. Each case must remain open until a resolution has been reached. And we might reach out to sellers for more information to solve their matters. Sellers must respond within 2 days.
save2collect reserves the right to resolve an order issue within 72-hours. save2collect will close or resolve a case due to lack of participation from either party.
Last updated on 11 oct, 2025