Tise payment is our integrated shipping and payment solution 💸
Report issue 📢
If you receive a product that deviates significantly from the tise description, please report the issue through the app within 24 hours of receiving the package. Your complaint will be directed to our Support team, providing you with more specific steps on how to solve the issue.
I will not be able to meet the 24-hour deadline ⏳
If you do not manage to review the item within the deadline, select the button that extends the deadline by 72 hours.
Have you and the seller found a solution?
If so, you can accept the item by tapping the accept button.
Shipping challenges 📦
If there are problems during shipping, the seller must contact the shipping company, and if damage to the package occurs after delivery, the buyer must contact the shipping company.
When is a dispute case closed? 📅
If you haven't reported the issue through the app within 24 hours of receiving the item.
If you haven't responded to emails from our customer service team within the specified timeframe.
If you fail to provide the required documentation needed to assist you.
If you mark the issue as resolved within the app or inform customer service that the problem has been resolved.
If Tise payment was not used, you won't be able to create a dispute in the app. In such a situation, we recommend reaching out to your local consumer council.
What constitutes a significant deviation according to Tise guidelines?
Wrong color 🌈
Exception: If the color appears slightly different due to lighting conditions in the tise images.
Incorrect size 📏
Exception: If the item doesn't fit or if the size is larger/smaller than expected.
Wrong fabric/material 🧵
Exception: If the tise didn't specify the fabric/material, but the item is made of something different than expected.
Exception: If the item is primarily made of the material mentioned in the tise but also contains other undisclosed materials.
Exception: If it can be interpreted that the material mentioned in the tise merely resembles but is not the actual material the item is made of, e.g., if it's in quotation marks like "silk" or described as silk-like.
General damage (stains, scratches, holes, etc.) 🔎
Exception: If the seller informed you about the damage in the description, images, or chat conversation.
Exception: If the item smells like a basement/attic, perfume, fabric softener etc., we recommend trying to air it out.
Exception: If it can be considered normal wear and tear/patina.
Missing parts
Exception: If you can easily replace or repair the missing part, e.g., a missing button.
Package missing one or more items 📦
Exception: If the missing item wasn't described in the tise you bid on.
Items not permitted to be sold on Tise (e.g., fake/replica/bootleg) 🚫
Exception: If the seller mentioned uncertainty about authenticity and couldn't provide documentation proving the item is genuine. If you still feel that the seller attempted to mislead you about the authenticity of the item, we encourage you to report it.
Read more about which items are not allowed to be sold on Tise in our guidelines.
How to document a significant discrepancy? 📸
Take at least 2 pictures clearly showing the reported discrepancy.
If there are issues with electronics, it may be necessary to send a video (e.g., if it involves sound/motion).
If you've received an item that isn't genuine, you must document how it deviates from an authentic item.