When you're asked to decide
We ask for your decision on discretionary claims — cases that fall outside the automatic return rules and need a human judgement, for example:
a piece reported not conforming to its description, where it's a matter of appreciation;
a problem reported after the normal return window has passed.
In these cases the collector hasn't been promised anything yet — the decision is yours (our Customer Care team can also weigh in).
What each button does
Accept — you agree to honour the request. It moves forward to its resolution (e.g. the collector returns the piece, or gets their refund / store credit).
Decline — you refuse the request. The case is closed and the collector is informed. You can add a short reason for our team.
How to decide well
Open the collector's photos / videos first.
Check the reason and the order details.
If you're unsure, Decline with a note explaining why, or contact Customer Care — we'd rather review a borderline case than upset a collector.
Good to know
This is different from contesting a return: Accept / Decline is for claims that are waiting on a decision. Contesting is when a return was already auto-approved and you want to push back — see Contesting a return.
Where to find it
The Accept / Decline buttons appear on the case card in After-sales, only while the case is waiting on your decision.