When inspection begins#
The window begins when Shopify reports the fulfilment delivered or picked up. It does not begin at label download or dispatch. The default is 72 hours, configurable from 12–336 hours in Settings.
Buyer actions#
A buyer uses Pre-Loved Order on order status to accept the item or report a problem while inspection is open. Acceptance can complete inspection earlier; otherwise it closes after the deadline if no problem remains open.
Reasons a buyer can report#
The reasons include not as described, undisclosed damage, wrong item, suspected counterfeit or mismatch, transit damage, marked delivered but not received, and other.
Review an open dispute#
Open the relevant sale or dispute record. Review the original listing, photos, condition, damage notes and the buyer’s reason. Contact the customer through your support process if more information is needed.
Seller credit remains on hold while a dispute is open. Authorised staff can resolve the case for the buyer or seller. A seller-favour resolution can allow eligible credit to proceed; buyer-favour resolution can prevent or reverse credit as applicable.
Refunds and exceptions#
A refunded or cancelled sale cannot become payable merely because its inspection later closes. If credit was already issued, Encored attempts a reversal; an unrecovered amount can require finance review.
Set expectations on your storefront#
Explain your inspection window and contact process in buyer FAQs. The current app does not provide a full buyer/seller chat or evidence-upload conversation.