Multiply Buyer Protection

Covers purchases made from Trusted Sellers, Trusted Merchants and Trusted Businesses

Multiply covers a buyer's purchase price, including shipping, under the following conditions:

The purchase was made through Multiply's payment system (the payment was processed on Multiply rather than exchanged offline).
The purchase was made from a Trusted Seller, Trusted Merchant or Trusted Business
Ten business days have passed since the latest possible shipping date promised by the seller, and the buyer still has not received the order.
The buyer has received an item that differs substantially from what was described in the seller's product description.

The buyer has 45 days from the purchase date to submit a Buyer Protection claim.

Buyer Requirements

Before a claim can be submitted, Multiply will require that the buyer contact the seller first to try and work it out, via a personal message sent through Multiply. The buyer will need to provide a link (URL) to the personal message when the claim is submitted, to prove that the message was sent.

In cases where the buyer received an item that is substantially different than what was ordered - assuming the buyer and seller could not work it out on their own - the buyer will be required to provide a photo of the product that was received.

The buyer will also be required to upload a government-issued photo ID (such as driver's license, passport, etc.) as well as a mailing address and phone number.

Seller Involvement

If a buyer's claim meets the conditions for the Buyer Protection program, Multiply will contact the seller to inform him or her of the claim and ask that it be resolved within 5 business days or Multiply will rule in the buyer's favor.

In cases where the buyer did not receive the item, Multiply will ask the seller to provide proof of delivery (a scanned receipt from the shipping company). If the seller provides this, then the case is closed and Multiply will suggest to the buyer that a case be opened with the shipping company.
In cases where the buyer received an item that was substantially different than what was ordered, Multiply will ask the buyer to provide a photo of the item received, which Multiply will compare to the original product listing to determine if there is fraud (if it is found that the seller edited the listing after the purchase in question, the buyer may automatically be awarded the claim.) If Multiply determines there is fraud, we will ask the seller to agree with the buyer on a replacement item or a full refund.

Resolving claims

After the 5 days, Multiply will contact the buyer to see if he or she is satisfied. If so, or if the buyer does not respond within another 5 business days, the case will be closed.

Multiply will commit to resolving the claim within 30 days of its submittal.

The maximum amount refunded will be $500 USD (Php 22,000, Rp. 4.500.000).

Refunds will be paid by check to the buyer, unless the buyer prefers PayPal or GCash (Philippines only).

Once a refund is awarded, Multiply will bill the seller for the amount and allow 5 days for payment. If it is not paid in 5 days, the seller's account will be locked.

Exceptions

Buyer has already requested a charge back through his or her payment provider (credit card company, PayPal, GCash, etc.).
Buyer's account has an unpaid balance.
Purchased item was damaged/lost by the shipper.
Any listing posted in the Professional Services category (or one that belongs in that category and was mis-categorized) is excluded. As are items prohibited by Multiply's Terms of Service.