Shopping made bulletproof
Tabby Care lets you shop in confidence. If something’s wrong with your order purchased with Tabby, and retailers were not able to assist, we’ll put your payments on hold and make returns easy.
Easy returns and refunds
When you report a problem and request a return on the Tabby app, we’ll work with the store to resolve it usually within 21 days.
Pause your payments
If your order is missing or if there's an issue with the item, and you've contacted the store without finding a solution, we'll pause payments until the matter is resolved.
Cash now, not later
Paying with Tabby means when there’s a problem you’ll only need refunds for what’s been already paid – not the full order amount.
Peace of mind for every piece of your money
Shop with confidence knowing all Tabby sellers are verified. Plus, every transaction uses encryption and 2-step verification to make sure your transactions are secure with dedicated fraud and security teams if you ever need them.How to solve a problem with your order
With Tabby Care, reporting a problem with an order is easy. We’ll handle the back-and-forth so you’re never stuck chasing after a refund.
1. Contact seller
If you have an issue with your order, first reach out to the store and try to resolve the matter with them directly.
2. No solution? Report a problem
Find your order under Payments and tap on Manage. Then choose Need help with your order? and then Report a problem.
3. We’ll resolve the claim
Tabby will work with the store to solve your problem and keep you updated until the matter is 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.
Who is eligible for the Tabby Care?
To support your claim, you’ll need to provide relevant and requested information.You can make a claim through Tabby if:
- You’ve already contacted the seller
- Your order was made online using Pay in 4
- The payment in question is overdue
- Your order was made in-store
- Your order is a Tabby+ order
- You’ve used Tabby Care inappropriately or in a fraudulent manner
What orders are eligible for Tabby Care?
Tabby Care is available for online-only Pay in 4 Tabby purchases. Order issue reporting is available if you've tried all possible options to secure a refund from the relevant store without success. It is then available providing:
- The store confirms your order.
- This is the first claim for a particular order.
- You’ve used Tabby Care correctly, and not in a fraudulent manner.
- It is also available until the second repayment is made. Note that order issue reporting is not available if you have overdue payments.
What are the specific problems I could use Tabby Care for?
Tabby Care is eligible on orders if:
- Your order wasn’t delivered - This occurs when a longer delivery period has passed than mentioned as part of the merchant’s terms and conditions. Please note that on average, it takes 7 days to deliver an item.
- Your refund is not received - This occurs when a longer refund processing period has passed than mentioned as part of the merchant’s terms and conditions.
- There is something faulty with the item - You may have received an incorrect or damaged item. In this instance, be sure to attach all relevant proof to the report.
- You didn’t place the order - This occurs in fraud cases, when someone has illegally accessed your account. If you think you’ve been a victim of fraud, please contact our customer support team.
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 14 days to resolve. We’ll always aim to get back to you sooner.
An investigation may take longer if:
An investigation may take longer if:
- You haven’t received a refund
- Your order wasn’t delivered In these cases, it can take up to 21 days to resolve your order issue.
Shop with confidence on the Tabby app
Tabby FZ-LLC, In5 Tech, Dubai Internet City