Order Issues

How to file an Issue
Payment Made, Still pending
Order Question
Order Not Received
Order Not as Described

How to file an Issue

Sportlots provides a method for the buyer to communicate and resolve issues they have with orders. To file an issue with a paid order, click on the "Paid Orders" link under the "My Orders" menu bar tab at the top of any Sportlots screen. Then, by clicking on the seller ID for the order in question, the buyer can then begin completing an "Order Not Received" or "Order Not as Described" issue with the seller. For more information on both of these issue types, please see below. All issues must be submitted within 60 days from the date the order was originally placed.

Sportlots requires both buyers and sellers to closely monitor Sportlots for updates to issues. If the buyer files an issue, there are certain timeframes (see below) where the buyer must respond or the issue will automatically be closed. Issues will not stay active for a long period of time; Sportlots wants these issues to be resolved quickly so that buyers can receive any refunds quickly.

All updates/notifications to issue status will be sent to the Sportlots message center. To see any unread messages in your message center, click on the icon at the top of any Sportlots screen. If access the Message center is needed when the user does not have any unread messages, they can do so by clicking on the "My Account tab on the Sportlots menu bar at the top of any Sportlots screen. If a buyer has any unread messages in their message center, a courtesy nightly email will be sent as a reminder. However, buyers should not completely rely on the email notifications and should periodically monitor the site if an issue has been filed. There are many internet providers who have become very aggressive in stopping SPAM emails. Sometimes, our emails are considered SPAM by some of these providers.

Everyone can experience occasional issues. Sportlots provides this process to allow buyers to quickly resolve these issues with sellers. It is also our responsibility to provide sellers with information regarding buyer's performance. If, in our opinion, a buyer has an unusually high percentage of issues filed in comparison to the total orders placed, that buyer's performance will be displayed for all sellers to view. This allows sellers to make informed decisions about buyers and allows them to block certain buyers from viewing their inventory or auctions so that orders can't be placed and potential issues can be avoided. Keep in mind that this only applies to a very limited amount of buyers who have an unusually high percentage of issues filed.

Payment Made, Still pending

When Sportlots receives payment, we will notify the buyer via email to let the buyer know that payment has been received and the order has been sent to each of the sellers to begin filling the order. If the buyer has sent payment, but the order is still in "Pending Payment" status, a few issues could have occurred.

  • Payment via Paypal: If the buyer has paid using Paypal, typically, these orders will be processed in the system automatically within minutes of receiving payment. However there are times when there will be a delay from Paypal to send Sportlots notification of Payment. Please give the system 2 hours from the time payment was made. If the status of the order is still in "Pending Payment" status, please click on the "Contact Sportlots" link under the "Help" tab on the Sportlots menu bar. Be sure to include the Sportlots order ID so Sportlots can quickly identify the issue and get it resolved.

  • Payment via Paypal (eCheck): If the buyer pays with Paypal via their checking account (called an eCheck payment), Paypal will not authorize payment until the check clears the buyers bank. Sportlots will acknowledge payment was made via email, but the order will remain in "Pending Payment" status until Paypal sends confirmation that the check has cleared. Even after the payment shows "Cleared" in Paypal, for some reason, many times it may still take an additional day or two for Paypal to send this automated notification to Sportlots. If the status of the order is still in "Pending Payment" status after this time, please click on the "Contact Sportlots" link under the "Help" tab on the Sportlots menu bar. Be sure to include the Sportlots order ID so Sportlots can quickly identify the issue and get it resolved.

  • Payment via Check: When payment is made using Check or Money Order, Sportlots will send the buyer an email notification when payment arrives. Due to potential delays from the post office, the buyer should wait a minimum of 10 business days before contacting Sportlots if an order remains in "Pending Payment" status. If the buyer is from Canada, please wait at least 2 weeks before contacting Sportlots. Many times mail from Canada can take up to 2 weeks or longer to arrive. If the order is still in "Pending Payment" status after this time, please click on the "Contact Sportlots" link under the "Help" tab on the Sportlots menu bar. Be sure to include the Sportlots order ID so Sportlots can quickly identify the issue and get it resolved.

    Order Question

    Sportlots provides buyers the option to ask the seller a question regarding an order. This may be an option if the buyer just has a question to ask the seller or if they would prefer to try to resolve an issue with the order without filing a formal issue.

    Sellers are not required to respond to buyer questions and as a result, could ultimately delay the resolution of an issue. However, sellers are encouraged to swiftly respond to questions to try to prevent a formal issue from being filed. When a resolution is made using this process and it requires a return of item(s) where delivery confirmation is involved, Sportlots recommends that a formal "Not as Described" issue be submitted so that the confirmation number can be tracked online. This will insure a refund takes place through the system versus relying on the seller to process the adjustment.

    Order Not Received

    Sportlots allows buyers to file an Order Not Received issue if they have not received their order after 10 days (17 days when the buyer and seller are from different countries) from the ship date. To do this, select "Entire Order Not Received" and then click on "Next". This will bring the buyer to an area where they can leave a message for the seller. The buyer will then be prompted to enter more information and click on "Submit Issue" to file an issue with the seller. The system will automatically generate a message to the seller informing them that the buyer has not received the order. The seller then has 5 days to do one of the following. If the seller fails to respond to an open issue after 5 days, the buyer will automatically receive a refund for the missing order.

  • Refund the Buyer: When a seller selects the refund option, the buyer is credited immediately. This money is placed in the buyer's Sportlots account. The buyer can view their credit account by going to "My Profile" from Sportlots.com. The credit amount shown will be automatically applied to the next order placed by the buyer. If the buyer doesn't wish to apply this credit to an order and would rather have this amount refunded, then the buyer can request a refund from this screen.

  • Request an Additional 5 Days for the Order to Arrive: When the seller requests an additional 5 days, the buyer will notice a icon at the top of any Sportlots screen. Clicking on this icon brings the buyer to the issue resolution screen. The buyer can then mark the order as received at any time clicking on the "Received" button for the order in question. This will then close the issue. If it has been between 6 and 10 days after the seller's initial response and the buyer still has not received the order, the buyer will then have the opportunity to request a refund for the missing order by coming back to the issue resolution screen and clicking on the "Credit Acct" button for the order in question. Clicking the "Credit Acct" button tells the system to generate a credit the buyer's Sportlots account. It is very important that the buyer responds to this issue. If the buyer doesn't respond during this 5 day window, the system will assume that the buyer received the order and will close out the issue for good. Buyers will receive nightly messages during this 5 day window. If a refund is provided, the buyer can view their credit account by clicking on "Account Profile" under the "My Account tab on the Sportlots menu bar. The credit amount shown will be automatically applied to the next order placed by the buyer or the buyer can request a refund from this screen.

  • Submit Delivery Confirmation: When a seller enters a delivery confirmation number, the issue is resolved and no refund is provided. The buyer will be supplied the delivery confirmation number and it is up the buyer to confirm the delivery confirmation is both valid and accurate. If the delivery confirmation is not validated online within 48 hours of being posted, Sportlots will provide a full refund to the buyer at their request. Validation can be done by entering the delivery confirmation number at www.usps.com or other delivery company's web sites.

    Order Not as Described

    Sportlots allows buyers to file an "Order Not as Described" issue if some of the cards in an order are missing from a particular seller or if the cards are damaged or incorrect. This can be done by selecting "Item(s) Not As Described" and then click on "Next" button.

    The next screen allows the buyer to select the item(s) there is an issue with along with a place to enter more information for the seller to help explain what specifically is wrong with the item(s).

    The next screen allows the buyer to select a settlement option along with a place to enter more information to let the seller know why this settlement option was selected. The partial refund option allows the buyer to select the credit amount they would like and, as a result, the buyer doesn't have to ship the item(s) back to the seller. The other option the buyer can choose is to return the item(s) back to the seller. This provides the buyer with a full refund including their initial shipping costs; however, the buyer must pay for shipping the cards back to the seller. If the buyer selects this option and provides delivery confirmation, the Sportlots credit is provided within 24 hours. If delivery confirmation is not provided, the issue is closed and the buyer must rely on the seller to provide a refund when the cards are received. It is strongly recommended to provide delivery confirmation, Sportlots will not provide any support if delivery confirmation is not used to return the cards back to the seller.

    If the partial refund settlement option is used, the seller will have 5 days to respond. The seller can either agree to the settlement option the buyer has provided or require the buyer to return all of the disputed cards for a full refund. If you want to avoid returning the cards to the seller, be sure to provide the seller with a reasonable settlement offer. If the seller doesn't respond within 5 days, Sportlots will automatically approve the settlement offer the buyer has provided and process the Sportlots credit accordingly.

    If the seller requests that the cards be returned, the buyer must respond with to the request within 5 days or the system will assume that the issue is closed.