Order Issues

How to file an Issue
Order Question
Order Not Received
Order Not as Described

How to file an Issue

Sportlots provides a method for the buyer to communicate and resolve issues they have with orders. To file an issue for an order, you will see a "wrench" icon next to the dealer ID within an order on the "Orders" screen. The "wrench" icon will only appear on certain tabs within the "orders" screen. For more information on both of these issue types, please see below. All issues must be submitted within 180 days from the date the order was originally placed.

Sportlots requires both buyers and sellers to closely monitor Sportlots for updates to issues. If the buyer files an issue, there are certain timeframes (see below) where the buyer must respond or the issue will automatically be closed. Issues will not stay active for a long period of time; Sportlots wants these issues to be resolved quickly so that buyers can receive any refunds quickly.

All updates/notifications to issue status will be sent to the Sportlots message center. To see any unread messages in your message center, click on the icon at the top of any Sportlots screen. If access the Message center is needed when the user does not have any unread messages, they can do so by clicking on the "My Account tab on the Sportlots menu bar at the top of any Sportlots screen. If a buyer has any unread messages in their message center, a courtesy nightly email will be sent as a reminder. However, buyers should not completely rely on the email notifications and should periodically monitor the site if an issue has been filed. There are many internet providers who have become very aggressive in stopping SPAM emails. Sometimes, our emails are considered SPAM by some of these providers.

Everyone can experience occasional issues. Sportlots provides this process to allow buyers to quickly resolve these issues with sellers. It is also our responsibility to provide sellers with information regarding buyer's performance. If, in our opinion, a buyer has an unusually high percentage of issues filed in comparison to the total orders placed, that buyer's performance will be displayed for all sellers to view. This allows sellers to make informed decisions about buyers and allows them to block certain buyers from viewing their inventory or auctions so that orders can't be placed and potential issues can be avoided. Keep in mind that this only applies to a very limited amount of buyers who have an unusually high percentage of issues filed.

Order Question

Submitting a question to the seller is an "informal" way of communicating with the seller to try to resolve your issue. If the buyers preferred outcome is not a financial settlement of the issue, the way to get it resolved is to submit a question to the seller. Once a formal issue is submitted, the only resolution to the issue will be a financial settlement.

Sellers are not required to respond to buyer questions and as a result, could ultimately delay the resolution of an issue. However, sellers are encouraged to swiftly respond to questions to try to prevent a formal issue from being filed. When a resolution is made using this process and it requires a return of item(s) where delivery confirmation is involved, Sportlots recommends that a formal "Not as Described" issue be submitted so that the confirmation number can be tracked online. This will insure a refund takes place through the system versus relying on the seller to process the adjustment.

Order Not Received

Sportlots allows buyers to file an Order Not Received issue if they have not received their order after 10 days (17 days when the buyer and seller are from different countries) from the date the order was marked filled by the seller. To do this, select "Entire Order Not Received" and then click on "Next". From there, be sure to review the online information on the screen along with clicking on the movie player icon at the top of the screen to view a short video better explaining how the screen works.

Order Not as Described

Sportlots allows buyers to file an "Order Not as Described" issue if some of the cards in an order are missing from a particular seller or if the cards are damaged or incorrect. This can be done by selecting "Item(s) Not As Described" and then click on "Next" button. From there, be sure to review the online information on the screen along with clicking on the movie player icon at the top of the screen to view a short video better explaining how the screen works.