In accordance with the applicable regulations, a product is considered to be non-conforming if it does not correspond to the description you have given in your ad or your product sheet, if it does not allow the use or does not present the qualities that the buyer can legitimately expect, or if it does not correspond to the characteristics on which you have agreed with the buyer.

For example, a product will be considered non-conforming on the Rakuten platform if it falls into one of the following sub-categories:

• Out of order
• Physically damaged
• Different (e.g. color)
• Incomplete (e.g. missing accessories)
• Empty parcel

Once the buyer has indicated that he has received a non-conforming parcel, you have 3 days to respond and propose an amicable solution, such as a discount or the return of the item.

Please note: in some cases, you may not benefit from an amicable phase (you’re on vacation, your MQS is too low, a previous complaint has already been opened for the same item, etc.).

If the problem remains unresolved after this time, Customer Service will intervene and investigate with you and the buyer. It will then decide whether to issue a refund, return the item or reject the claim.

To propose a discount, log into your account and click on All my sales.

You can then propose a discount directly from the Order Tracking page.

Please note that you cannot offer a discount in the following cases:
– If the buyer has opened a retraction request
– If you’ve been paid but have no money left in your wallet
– If your wallet is blocked
– The discount cannot exceed 50% of the item’s value.

The return of an item can be decided by you and the buyer during the amicable phase, or by Customer Services if it has been deemed necessary.

To find out more, go to Managing a return on our Help page.