Complaint procedures
If you are unable to contact the seller/highest bidder after successful closing of an auction or if the other party does not wish to buy/sell, you may file a complaint against such buyer/seller.
* Free of charge complaint can be filed within 21 days after closing the auction and after filing the complaint the opposite party will have up to 7 days to provide explanations on his/her behalf. If there is a marked delivery time, complaint filing time extends by so many days (ie 21+12 days, if delivery time is 12 days). If he/she will nt respond to the complaint within given period, the complaint will be resolved against him/her.
* NB! If a certain number of unresolved claims (min 3) are open against a user, the user account will automatically be restricted by the Osta.ee system. The number of unresolved complaints that will be restricted depends on the user routing. The higher the user rating, the higher the number of disputes from which an automatic limitation will be applied.
* After expiry of the term for filing a complaint, the transaction of given auction shall be deemed concluded irrespective of whether it actually took place or not, and further actions by the parties shall not be subject to discussion.
* After submitting a claim, the parties may reach a mutual agreement and, if desired, the claimant may close the claim themselves. Osta.ee's claim resolver will intervene in the claim no later than 7 days after it is submitted. Osta.ee may intervene in the complaint earlier and make a decision.
* Notice of new complaint will also be sent to Osta.ee customer support team, who will review the explanations provided by both parties and will respond to the complaint within 3 days; the parties will be contacted when necessary.
* After filing a complaint Osta.ee customer support team will make a decision (issue of penalty invoice to the seller or to the buyer, annullment of auction commissions, annullment of complaint, etc.), based on the provisions of Osta.ee User Agreement and explanations provided by the parties.
* If the highest bidder refuses to buy/ the seller refuses to sell the goods (incl. when the person complained at does not contact the opposite party, does not respond to the complaint on his/her behalf), the final decision will be made without his/her participation.
* In order to avoid misunderstandings, please inform Osta.ee customer support immediately, if the sales/purchase transaction has been concluded despite filing the complaint.
*The claim with the open topic "Deposit payment settlement" will be resolved by Osta.ee only for the deposit payment. If there are other problems with the transaction, the right topic must be chosen when submitting a claim.
*If the agreed transaction does not take place, is returned or is done in another way (for example, payment in cash), during the claim, the parties can cancel the initiated deposit payment. Both parties can initiate the return process if they wish. The option "Deposit return" appears for the seller at the top of the claim view page. Check the box and press the button. The buyer must initially indicate that they are not satisfied with the item and then the deposit refund can be started. After that,the other party to the transaction accepts the return offer and the deposit reservation is cancelled. If the return proposal is made by mistake or the other party does not agree with it, Osta.ee will settle the case and the deposit payment.
When the complaint will be solved on behalf of the seller, Osta.ee will cancel the commission fee. The seller has no right put the same product on sale, unless the complaint has been solved. Otherwise Osta.ee has the right to annul the complaint or cancel the new sale.
After the complaint has been solved by Osta.ee, feedback can be left only from the user who won the complaint.
Osta.ee will keep the right to modify/delete comments and also to disable the possibility to leave feedback whenever necessary.
If the deal will be carried out after the closing decision of the complaint, the decision will not be cancelled. If Osta.ee determines that the transaction has been completed, Osta.ee may reinstate the commission invoice to the seller and cancel the sanctions imposed to the other party.
NB! A paid claim, at a price of €5.90, can be lodged up to 60 days from the end of the auction and can be made in two cases:
* a repeated complaint by the same user for the same transaction.
* If you have not submitted a complaint in due time, but still wish to do so.
How to file a complaint and respond to it, read from the following topics:
Filing a complaint
Responding to a complaint
* If a satisfactory solution can not be found to a complaint, you have the right to appeal to Estonian Consumer Complaints Commission via https://komisjon.ee/et
In the case of complaints regarding purchases from other European Union countries, you may address your complaint to http://ec.europa.eu/odr