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Sportlots Seller’s Guide

Page 3: Order Issues (NR / ND) & Dispute Process
Aligned to User Agreement Effective: December 18, 2025

This page explains how the Sportlots Order Issue process works and what sellers are required to do when an issue is filed.

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Issue Types

• NR (Order Not Received): The buyer indicates they did not receive the order.
• ND (Order Not as Described): The buyer received the order, but there is a problem with the contents (wrong items, missing items, incorrect condition, etc.).

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NR (Order Not Received) Issues

NR issues are designed to address missing packages. Once an NR issue is filed, Sportlots will guide both parties through a structured timeline.

Seller Response Options for NR Issues

When an NR issue is filed, sellers will see available response options within the issue screen. Exact options may vary depending on order details and prior history, but typically include:

Option 1: Refund / Credit the buyer

• Seller refunds the buyer (refunded as Sportlots Credit per policy).
• The issue is closed after the refund is applied.

Option 2: Wait period / closeout workflow

This option is used when the seller believes the order is likely to arrive but wants to follow the required waiting period.

• Seller has 5 days to take their required action within the issue workflow.
• Buyer must respond within 5 days after the 5 days has expired for the seller.
• Sportlots will assume the order arrived and will close out the issue.
• If the Buyer contacts us because the missed the 5 day window, we may remove the issue so they can re-file the issue.

Option 3: Provide tracking / proof of shipment

• If tracking exists, provide it through the issue screen when prompted.
• Tracking information helps resolve “not received” claims faster and reduces manual follow-up.

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ND (Order Not as Described) Issues

ND issues occur when the buyer received the package, but the items are incorrect, missing, damaged, or not in the listed condition. ND issues are typically resolved by return-and-refund or partial credit depending on the scenario.

Seller Response Options for ND Issues

When an ND issue is filed, sellers will typically have response options such as:

• Full refund / credit (buyer receives Sportlots Credit per policy)
• Partial refund / credit if only part of the order is affected
• Request return of the items (when appropriate)

If a return is required:

• Seller may partially or fully credit return shipping at their discretion, if the buyer provides tracking.
• Original shipping refunded when a full return/refund is required under the issue resolution.

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Best Practices for Avoiding Issues

• Use accurate BIN codes so you pull the correct card.
• Double-check quantities and condition before marking the order filled.
• Package cards securely (especially higher value items).
• Consider tracking for higher value shipments or when needed for protection.

Last updated: December 2025