This article applies to Safe Payment with non-integrated shipping. If you need information related to shipments with integrated shipping, see our help pages for Helthjem (Norway), Dao (Denmark) and Matkahuolto (Finland).
Also read the terms of use for payments through Tise.
Bidding
Bids have a duration of 3 days and can be withdrawn by the buyer until the seller has accepted the bid. However, the seller can not withdraw a counter-bid.
When a bid is placed, 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
If the seller rejects the bid, the bid expires on time or the buyer withdraws the bid, the reserved amount will be released.
Reservations usually disappear on the same day, and no later than after 7 days, excluding public holidays. If you have an amount that should have been refunded, you must contact your bank if the amount is not available within a week.
When shipping is selected as the delivery method
When an offer is accepted, the seller has 3-5 days to send the item depending on when the bid was accepted. If confirmation of shipment does not take place within the deadline, the reserved amount will be released. The deadline of shipping the item is stated in the sellers chat.
In the event of late shipments, the seller / buyer is always obliged to first contact the shipping company (eg PostNord or Posten) to investigate the situation. Information received in contact with the shipping company must be sent to Tise upon request.
The delivery
Once the seller has confirmed the item as "shipped", the transaction will automatically end after 10 days unless the buyer has either reported that the item has not been delivered or that it has been delivered, but with a problem.
If more than 8 days have elapsed since the item was confirmed sent in the app without it being received by the buyer, the buyer can extend the delivery time by another 10 days.
The buyer is presented with a button that reads "The package did not arrive" - 24 hours before the extended delivery time expires.
If the buyer reports that the package did not arrive after extending the delivery time and before the deadline, a support case will be created. The buyer will then be contacted on the buyer's registered e-mail address for further proceedings.
If the seller / buyer can not document the shipment, refer to contact with the shipping company or does not respond to inquiries from Tise within 72 hours from when they were given, this is considered a breach of the user agreement and the amount will then be refunded to the buyer.
When handover is selected as the delivery method
If 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 must 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 and the bid cancelled.
If there is a problem with 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. 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.
In the event of any compensation related to an agreement between the parties or compensation reported by the shipping provider, the service fee for use of the service will not be compensated.
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: your country's consumer council / legal system) for further proceedings.
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