Trusted Shops
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How do I make a claim under buyer protection?
You can report problems with your order directly in your Trusted Shops account.
You can open a buyer protection case if
- your order does not arrive or is lost in transit.
- the shop does not refund you after you have returned or cancelled your order.
- the online shop declares bankruptcy.
How to open a buyer protection case
- Log in to your Trusted Shops account and go to “Buyer Protection” > “Protection”.
- Select the affected order and click “Edit Buyer Protection”.
- Select “Open Buyer Protection Case” and then select the appropriate reason.
- Describe your request in the text box and click “Next”.
- Upload the relevant documents and submit the buyer protection case.
What documents are needed?
- Your order confirmation
- Your return receipt with tracking number (only if order is cancelled)
What happens next?
The online shop will automatically be informed of your request and has five days to respond. You will then receive an update on the status of your case by email.
Still need help?
If you need further assistance, you can always contact our service team at service@trustedshops.com.