Issue Resolution

When to raise an issue

Report an issue 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

Report it as soon as the bottle arrives. On a Buyer Protection order you have 7 days after delivery, or after the agreed time of an in-person handover. Not confirming a delivery does not extend that: if you stay silent, the seller is paid 14 days after shipment, but your 7 days still run from the day the bottle arrived, and we may ask both of you for evidence of when that was.

If you have released the payment with All good, release payment, you can no longer open a dispute on that order. Once the seller has been paid, the held money can no longer be refunded through the platform, but your legal rights against the seller remain.

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

Report it from the order page. If the parcel arrived with a problem, answer “It arrived, but something is wrong”; otherwise use Open a dispute. Include:

• A clear description of the problem, what you think caused it, and what you would like done about it
• All relevant photos, including of the received item, its packaging, and any damage
• Supporting information such as tracking details and delivery confirmation
• Anything you agreed with the other party that matters, written into your report: we do not read your conversation

Reporting it there keeps the evidence attached to the order. On a Buyer Protection order the payment stays held from that moment until the dispute is decided.

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 do not read the conversation between buyer and seller. A party who relies on something agreed there includes it in their account. 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 comes with our reasoning in writing, including the evidence it rests on and any next steps.

Both parties receive the decision on the order page and by email.

Possible outcomes

Depending on the evidence, the resolution may result in one of the following:

Full refund to the buyer

The evidence supports the buyer’s report. Where the bottle was delivered, the buyer returns it first, and the full refund is paid once the seller has confirmed that it is back; where it never arrived, there is nothing to return. The refund covers the purchase price, and the original shipping costs if the seller was at fault. The return shipment is paid by the seller if they were at fault, and otherwise by the buyer. The Buyer Protection fee is not refunded.

Partial refund or compensation

The evidence shows partial fault, minor issues, or shared responsibility between both parties. Part of the held payment goes to the buyer and the rest to the seller. The decision states whether the bottle is returned, and when the refund is made.

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 the payment once the appeal window has passed.

Closed, when WannaWhisky holds no payment

If you paid the seller directly, there is no payment for us to release or refund. We still review the dispute and record our decision and reasoning on the order, but any repayment is between you and the seller.

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.
• What was agreed: we do not read your conversation with the other party. If something agreed there matters, such as a flaw the seller pointed out or how the bottle would be shipped, include it in your account of the dispute.

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 can appeal it from the order page, within 48 hours. There is one appeal per dispute, whichever of you makes it. Say why you think the decision is wrong, and add anything we have not seen yet.

• An appeal reopens the dispute, and on a Buyer Protection order the payment stays where it is until it is decided. That is why a seller is never paid within 48 hours of a decision.
• The decision on appeal is final on the platform, and comes with its reasoning in writing, like the first.
• If nobody appeals within 48 hours, the decision stands.

The decision on appeal is final as far as the held payment is concerned. If you still disagree, your legal rights against the other party remain, and you can go to court if necessary. See 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, document everything with photos, and press All good, release payment only when everything is in order.
• Both parties: keep all communication on-platform, respond within the 48-hour windows, and follow the required photo documentation steps.