Issue Resolution
What happens when something goes wrong
Disputes between buyers and sellers are rare, but they do happen. When they do, WannaWhisky acts as an objective intermediary, reviewing evidence from both sides and making a fair decision. This guide explains what the process looks like, what you’ll need to provide, and what outcomes are possible.
When to raise an issue
You should contact WannaWhisky if the item you received:
- Is significantly different from the listing description
- Arrived damaged, broken, or leaking
- Is the wrong item entirely
- Is incomplete (missing items that were part of the listing)
- Is suspected to be counterfeit
- Was never delivered
Issues must be reported within the 14-day inspection period following delivery (or following the estimated delivery date). Late reports are generally not eligible for resolution through the platform, unless extraordinary circumstances prevented timely reporting.
For a full list of valid and invalid grounds for disputes, see our Refunds, Returns & Disputes policy and Terms & Conditions.
The resolution process
1. Report the issue
Contact WannaWhisky at info@wannawhisky.com with:
- Your order number
- A clear description of the problem
- All relevant photos, including of the received item, its packaging, and any damage
- Supporting documentation such as tracking information, delivery confirmation, or correspondence with the other party
2. WannaWhisky contacts both parties
We notify the other party that a dispute has been raised and request their statement and evidence. The seller (or buyer, depending on the situation) is asked to provide:
- Their account of events
- Photos taken before and during packaging
- Shipping proof and tracking details
- Any other relevant information
3. Review and investigation
WannaWhisky reviews all submitted materials objectively. This includes:
- The original listing: description, photos, and stated condition
- Order details and transaction records
- Photos provided by both parties (before shipping, after delivery)
- Written statements from both sides
- Tracking data and delivery confirmation
We may request additional documentation or clarification from either party during this stage. For claims involving suspected counterfeits, an expert assessment may be requested.
Most disputes are resolved within 1–2 weeks. Complex cases may take up to 4 weeks.
4. Decision
WannaWhisky makes a decision based on the evidence. Every decision includes a clear explanation of the reasoning, the specific evidence that was considered, and instructions for any required next steps.
Both parties are notified via email.
Possible outcomes
Depending on the evidence, the resolution may result in one of the following:
Full refund to the buyer
The evidence clearly supports the buyer’s claim and the seller was demonstrably at fault. The buyer returns the item to the seller (return shipping costs are the buyer’s responsibility) and receives a full refund of the purchase price and original shipping costs. The Buyer Protection fee is not refunded.
Partial refund or compensation
The evidence shows partial fault, minor issues, or shared responsibility between both parties. A partial refund may be issued, and whether the item is returned depends on the circumstances. The specific arrangement is communicated in the decision.
No refund: transaction proceeds as normal
The evidence does not support the claim, the claim is based on invalid grounds, or the seller’s evidence demonstrates proper fulfillment. The seller receives payment as scheduled.
What evidence matters most
Strong evidence makes resolution faster and more straightforward. The most important materials are:
- Photos: clear images taken before shipping and upon receipt are the single most important factor. Follow the photo documentation requirements in our Packaging and Shipping guide.
- Listing accuracy: the original listing description and photos are compared against what the buyer received. Accurate, detailed listings reduce ambiguity.
- Tracking and delivery data: proof that the item was shipped, delivered, and to whom. Essential for non-delivery claims.
- On-platform communication: messages exchanged through WannaWhisky’s messaging system are documented and available for review. Off-platform communication is harder to verify.
If evidence is missing, incomplete, or contradictory, the decision is based on what is available. This is why thorough documentation at every step, from listing to delivery, is so important.
Appeals
If you disagree with the decision, you have 7 days to request a review. An appeal must include:
- New evidence that was not previously submitted
- A clear explanation of why the decision was incorrect
- Specific grounds for the appeal
WannaWhisky generally does not re-review cases unless significant new evidence emerges. Initial decisions are made carefully based on all available information.
If you remain unsatisfied after the appeal, you may pursue resolution through consumer dispute committees, mediation services, or legal proceedings as outlined in our Terms & Conditions.
Preventing disputes
Most disputes can be avoided with care and transparency on both sides:
- Sellers: describe items accurately, include clear photos from all angles, disclose any flaws, and follow the packaging and shipping guidelines meticulously.
- Buyers: read listings carefully, review all photos, ask questions before purchasing, inspect packages immediately upon receipt, and document everything with photos.
- Both parties: keep all communication on-platform, respond within the 48-hour windows, and follow the required photo documentation steps.