Online Marketplaces
Item not received — delivery failure by third-party seller; Item significantly not as described / counterfeit; Platform dispute tool decision disputed — A-to-Z / MBG rejected
Max award: £Platform-determined
1-2 (platform); 4-12 weeks (chargeback)
Uphold rate: Platform-dependent%
Key Legislation
Consumer Rights Act 2015 ss.9-11 (applies to business sellers only); Consumer Contracts Regulations 2013 reg.29 (14-day cooling-off for business sellers Buy-It-Now; NOT auction format); Misrepresentation Act 1967 (private sellers — fraudulent/negligent misrep)
Companies in This Sector
Amazon UKeBay UKEtsyVintedFacebook MarketplaceDepopNot On The High StreetWayfairOnBuyGumtree
Annual complaint volume: Not published
Note: CRA 2015 applies to BUSINESS sellers on marketplaces but NOT private sellers. CCR cooling-off applies to Buy-It-Now but NOT auction format. Platform guarantee (A-to-Z / MBG) is primary route; chargeback as backstop. No independent ombudsman