If the item is not received
If more than 14 days have elapsed since the item was confirmed sent/picked up in the app without it being received by the buyer, we need more information about the shipment in accordance to the payment terms.
The buyer / seller must then notify this at the earliest 14 days after the item was confirmed sent/picked up in the app, and no later than 20 days. The seller / buyer will then be contacted for further proceedings.
In the case of late shipments, the seller must always first contact the shipping company (eg: Helthjem / Posten) to investigate the situation. Information received in contact with the shipping company should be sent to Tise upon request.
If the seller / buyer cannot document the shipment, contact the shipping company or respond to inquiries from Tise within 72 hours of being given, it is considered as breach of the user agreement and the amount will then be refunded. If the seller can document the shipment, the amount will be sent.
If there is a deviation on a received item
If the buyer is dissatisfied with the item and thinks it is not as expected from the seller's descriptions, this must be documented. If the buyer can document that the item deviates significantly from the description, the buyer has the opportunity to cancel the purchase. This must the buyer notify within 20 days of the item being confirmed sent/picked up in the app. However, the buyer cannot promote such claims after the item has been marked as received/approved.
Agreement on the return of the product and the type of shipping to be used is agreed between the buyer and seller. Once the buyer has documented the return shipment and the seller can confirm the agreement, the amount will be refunded to the buyer in accordance with the user agreement. The same documentation requirements apply to buyers on return as to sellers on original shipment.
If it appears that the goods have been damaged during the shipment, the responsible shipping company should be contacted. In this situation, it is important that the seller can refer to documentation regarding the shipping and damages that have occurred.
If the buyer, seller or shipping company does not agree on the situation and / or that Tise cannot settle the matter on the basis of the submitted documentation, the buyer must take the matter to the appropriate authority (ex: Forbrukerrådet) for further proceedings. A result based on a complaint case will affect how we handle the case.
If the "Safe Payment" solution and handover is used
If the "Safe Payment" solution and handover is selected as the delivery method, the buyer shall examine the item during the handover. If the item is as expected based on the seller's descriptions of the product, the item will be confirmed received in the app during the delivery and the payment will then start. At this point, the transaction is completed.
If the time of a handover exceeds 5 days without the item being confirmed as received in the app, this is considered as the meeting did not take place or was canceled due to other circumstances. The reserved amount in the buyer's account will then be automatically refunded.
When a bid is made, it is examined whether there is coverage on the buyer's payment card, and the amount is then reserved. The available amount will be adjusted downwards, while the balance will remain unchanged.
A bid with the integrated freight solution with Helthjem has a duration of 7 days and can be withdrawn by the buyer until the seller has accepted the bid.
If the bid is given with the integrated freight solution with Helthjem, the seller can choose to give a counter-offer if desired. However, the seller cannot withdraw a counter-offer.
If the seller rejects the bid, the bid expires or the buyer withdraws the bid, the reserved amount on the payment card will be released.
Released reservations usually disappear on the same day, and no later than 6 days (holidays not included). If you have an amount that should have been refunded, you must contact your bank if the amount is not available on your payment card within a week's time.
Once the buyer has received an item confirmed delivered through Tise with the integrated shipping solution with Helthjem, the buyer has 24 hours to report any problems with the item. The buyer / seller is obliged to always follow the instructions given in the app.
For the Safe Payment solution, the duration of a bid is 12 hours, and it is not possible to withdraw bids or make a counter offer with this solution today.