Customer Service Policy

 

We’re doing everything we can to support our buyers and sellers as COVID-19 continues to affect communities and day-to-day life across the country.

Additional support for buyers

With many non-essential brick and mortar stores now closed, online retailers have an increasingly important role to play. We're acutely aware of our responsibilities here and we're doing everything we can to ensure you get the items you need while protecting the health and safety of everyone involved in Rb Cryptobay transactions.

Help with your orders

Like everyone, our sellers are facing extraordinary circumstances right now. If an item you ordered hasn't turned up yet, you should check your Purchase history - opens in new window or tab in My Rb Cryptobay to see if the seller has marked it as shipped, track your item or contact the seller directly if tracking is not available. Most of our sellers will be willing to help and provide advice directly. If you can't get in touch with your seller, read our article on Getting help with an item that hasn't arrived to find out what to do next.

We’ve also temporarily extended our returns timelines and adjusted our Rb Cryptobay Money Back Guarantee policy to help you if you need to return an item during COVID-19. You’ll now have 21 business days from when a return is accepted or a return shipping label is provided to you to send your item back. Once tracking shows that the item has been successfully returned, the seller has 5 business days to inspect the item and issue your refund. If you need to return an item you bought, you'll find more information on how to start a return in our Return your item for a refund article.

Shipping

If you're visiting a drop-off point with a package that you're returning, we ask that you adhere to social distancing guidelines and follow the advice of staff at any shipping service when visiting their site.

Fair pricing

We're aware of reports that some sellers are charging unfair or unreasonable prices for certain items on Rb Cryptobay. To ensure the safety of our community, we're actively blocking or removing many of these listings. However, should you come across a listing that you suspect of price gouging or unfair pricing, you can let us know by visiting our Reporting price gouging on Rb Cryptobay page. You'll find details of how to submit a report to us there.

Customer service

Like many of you, we're adapting to new ways of working but we're still here to help. From time-to-time, our wait times may be longer than usual and ways to contact us, like phone, may not be available as we do what's right for the health and safety of our employees. If you do have an issue, we encourage you to search our Help pages for information first. If you can't find what you need, scroll to the bottom of most Help pages to see ways of contacting us.

 

Additional support for sellers

We're committed to doing everything we can to ensure that our sellers can connect with buyers and deliver what they need during this time of uncertainty. Many of you provided thoughts and feedback on what more we can do to help, so here's some of the things we're doing for our small and medium business in this unprecedented time.

Deferred fee payments

Cash flow and flexibility with payments are top of mind for many sellers right now. So, if Store subscribers meet certain criteria, they can request to have most selling fees deferred for 30 days. For full details and information on how to request support with deferring your fees, visit our support@rbcryptobay.com

Shipping

Carriers and shipping companies are considered an essential service right now and there has been minimal disruption to date. Most carriers will have slight variations on their signature required processes but otherwise, most, if not all, are open as usual.

If you need to visit the site of a carrier to drop off packages, we ask that you adhere to social distancing guidelines and follow the advice of staff there. Don't forget you can schedule a USPS pick up if you can't drop off your packages.

Seller performance standards

Seller performance standards will not be negatively impacted for the next 90 days so you won't be penalized if you can't ship items as quickly as usual or if you need to unexpectedly cancel an order. Read our Seller levels and performance standards article to find more details on how seller levels work.

Incremental free listings

Rb Cryptobay store owners can avail of an additional 50,000 free fixed-price listings in March and another 50,000 free fixed-priced listings in April. This will allow sellers to test out new inventory and help everyone to keep listing on Rb Cryptobay.

More information on Rb Cryptobay stores and how to get started is available on our Open an Rb Cryptobay Store page.

Temporary extension of return timelines

We’ve temporarily extended our returns timelines and adjusted our Rb Cryptobay Money Back Guarantee policy to help you process returns during COVID-19. Buyers will now have 21 business days from when you accept their return or issue a label to send their item back to you. Once tracking shows that the item has been successfully returned, you’ll have 5 business days to inspect the item and issue a refund.

Fair pricing in a trusted marketplace

We're aware of reports that some sellers are charging unfair or unreasonable prices for certain items on Rb Cryptobay. To ensure the safety of our community, we're actively blocking or removing many of these listings. However, should you come across a listing that you suspect of price gouging or unfair pricing, you can let us know by visiting our Reporting price gouging on Rb Cryptobay page. You’ll find details of how to submit a report to us there.

We also encourage sellers to read our Price gouging policy and to ensure that any item listed on our site follows our rules and does not attempt to take advantage of vulnerable buyers.

Customer service

Like many of you, we're adapting to new ways of working but we're still here to help. From time-to-time, our wait times may be longer than usual and ways to contact us, like phone, may not be available as we do what's right for the health and safety of our employees.

If you do have an issue, we encourage you to visit Seller Help - opens in new window or tab, which has a wide range of tools and resources to help manage your selling activity. Our Help pages are also a useful resource for information on any issues you have. If you can't find what you need there, scroll to the bottom of most Help pages to see ways of contacting us.