Seller Protection

All policies are considered from a position of fairness, and as such we understand that cases where customers claim orders have not been received, and yet you can provide tracking showing that the item has been delivered, can be frustrating for all parties involved.

In these circumstances and, at Fruugo’s discretion, will review these cases and may offer protection to you as the seller where certain criteria are met. In order to be eligible for this, we expect you to be responsive and helpful while gathering the evidence to support your claim. Seller protection is only applicable to tracked consignments. Where you choose to send items untracked, this is at your own risk. Please be reminded that a customer who notifies us of non-delivery of an untracked order will be refunded in full once the delivery timeframe is exceeded.

Where tracking shows delivery and proof of delivery can be provided, we would expect that in the first instance you would claim against your courier. We may ask you to provide evidence of this. Where we see reason that this is not possible we will work with you to find an alternative reasonable solution.

We will require full proof of delivery, which should, as a minimum, include the buyer's full name and full address. The address will match the address provided to you on the Fruugo order. Please note that as we are the data controller and you are the data processor, there is no breach of GDPR if you provide us with data relating to a delivery of an order that originated on the Fruugo platform.

Ideally, a photograph showing the exact delivery location would also be provided. Where proof of delivery shows courier negligence such as a parcel left unattended, outside, or in a public place, this would also not be covered by these protections.