Pause your payments
If your order didn’t arrive or isn’t right, we’ll put your remaining payments on hold while the issue is being resolved.
Get it returned and refunded
When you report an issue and request a return on the Tabby app, we’ll work with the store to resolve it usually within 21 days.
Peace of mind over your money
All Tabby sellers are verified, and every payment is protected by encryption, 2-step verification and dedicated security teams.
How to solve a problem with your order
With Tabby Buyer Protection, reporting a problem with an order is easy. Just open the order you need help with and follow the steps below.
Contact seller
If there’s an issue with your order, start by contacting the store directly and try to resolve it with them.
No solution? Report the issue
Open the Money tab on your app and select Pay Later purchases. Pick the order, scroll to Need help and report the issue.
We’ll take it from there
Once you’ve reported the issue, Tabby will work with the store on your behalf and keep you updated until it’s resolved.
Questions? We’ve got answers
What information should I provide?
To help us and the store investigate your claim, it's best to provide as much supporting evidence as possible. Below are examples of what you can provide.
- Proof of contact with the store regarding the issue
- Order status and shipping tracking details (if you haven't received your order yet, you should contact the store to check the expected delivery time)
- Images and/or videos of the damage, any missing pieces, and the item reference ID
- Evidence of the item ordered (if you received an item that was damaged, not as described or missing pieces)
- Images of the item, its Stock Keeping Unit (SKU), and tracking details such as its Air Waybill (AWB) which clearly show that the item was returned (for refunds and returns)
- A detailed description of the issue to let our Support team suggest the necessary actions the store needs to resolve the issue
Is my order eligible for Buyer Protection?
You can report an issue through Tabby if:
- You’ve already contacted the seller to assist you, without success
- Your order was made online using Pay in 4 or Pay Over Time
- The store is part of the Buyer’s Protection coverage
Make sure that:
- The payment in question is overdue
- Your order was made online
- Your order was not part of specific categories such as travel/flights/services/medical clinics and insurance, which are exempted from Buyer Protection Program
How long will it take for my issue to be resolved?
The quickest way to resolve your issue is to deal directly with the store. If you’ve reported your issue to us directly, it can take up to 21 days to resolve. We’ll always aim to get back to you sooner.
