The Oblist manages customer complaints and communicates with the customer. Sellers provide factual information and evidence through the After-sales section of the Vendor Dashboard when requested.
How a customer reports an issue
Customers submit returns and claims through returns.oblist.com. The portal gathers the order, affected piece, reason and required evidence.
For BuyerProtection™ and carrier evidence, damage, non-delivery or significant misdescription should be reported within 3 days of delivery—or the expected delivery date. A later report may affect BuyerProtection™ or carrier-claim eligibility, but it does not remove statutory rights.
What Customer Care does
Customer Care:
checks the request against the product policy snapshot and applicable Terms & Conditions;
reviews customer photos, videos, tracking and order information;
coordinates with the carrier when relevant;
communicates with the customer; and
confirms the final refund, store credit, exchange, repair, return or decline outcome.
What the seller may need to do
When the dashboard places a case in Action needed, you may be asked to:
confirm product specifications, materials or listing details;
review photos or videos and provide a factual assessment;
accept or decline an exceptional request when those buttons appear;
provide pre-shipment evidence, authenticity documents or production records;
confirm receipt and condition of a returned piece; or
report a non-conforming return with photos or video.
If no action appears, Customer Care owns the next step. Do not contact the customer directly.
Contesting a request
Use Contest (out of policy) only when the dashboard offers it and you have a specific factual reason. Explain the issue and point to supporting evidence. Contesting sends the case to Customer Care for review; it does not cancel the request automatically.
Preventing complaints
Keep descriptions, dimensions, materials, colours and condition reports accurate.
Use realistic production and delivery times.
Pack the piece securely and retain dated pre-shipment evidence.
Add valid tracking promptly.
Respond quickly when Customer Care requests information.
Where to follow the case
Open After-sales in your Vendor Dashboard. Use the current status, tab and available buttons as the source of truth. Continue in the Vendor Dashboard chat if clarification is needed.
The Terms & Conditions remain the legal source of truth for statutory rights and policy eligibility.