Claims, step by step

A claim here is a process with a window and a form of evidence, not a negotiation. Knowing which branch you are on before you start is most of the work.

First: which window applies

The claim window comes from the grade, and it is printed on the condition card of every lot.

New / Overstock, Grade A and Grade B items carry a claim window for major functional defects of twenty-four (24) hours from pickup or confirmed delivery, seven (7) days for accounts verified as resellers, and fourteen (14) days only under a signed reseller addendum. Grade C and Grade D items are final sale as to condition. Regardless of grade, an item that is the wrong item or materially misdescribed is always reviewable. The window runs from pickup or confirmed delivery, not from the auction close.

Grade C and Grade D are final sale. That is not a technicality to be argued around: those grades describe heavy use, missing components, or an item that does not work, and the price reflects the condition. Buying Grade D deliberately is a legitimate trade (parts, repair, projects), and it is only a fair one because the description is honest and the sale is final.

Second: which branch you are on

Missing parts or accessories

The condition card records what was found at inspection, including what was missing. Compare what arrived against the card first.

If the card says a component was present and it was not in the box, that is a claim. If the card recorded it as missing, the lot was described accurately and sold on that basis.

Evidence: the lot number, and photographs of everything you received laid out together.

Defective, or does not work as graded

A grade of New/Overstock, A or B carries a functional expectation. If the item fails at that expectation, open a claim inside the window.

Note what the grade actually promised. Inspection depth is published per lot (fully tested, tested as far as was practical, or judged from packaging), and a lot that says which one it was is telling you how far the test went.

Evidence: the lot number, photographs, and a plain sentence about what it does instead of working.

Wrong item

Where the model code on the item does not match the listing, say so with the code you received. Model codes are read off the physical unit at inspection and confirmed against the listing, so a mismatch is a real error rather than a judgement call.

Evidence: the lot number and a photograph of the model or serial plate.

Courier damage, which is a different branch

This one does not run through the grade at all.

Risk of loss passes to you when your order is released to you at the counter or handed to the carrier, whichever occurs first. Damage or loss in transit is pursued through the carrier's claims process; Bid Boss helps you file the claim and supports it.

What the carrier will ask for first is the packaging. So:

1. Photograph the outer packaging before you unpack any further, including the label.
2. Photograph the item as it sits in the box.
3. Keep the packaging until the claim resolves. Discarding it usually ends the claim.
4. Report visible damage promptly, and open the claim from confirmed delivery.

A refused or undeliverable parcel is not a return. If it comes back to us it re-enters your order as uncollected goods, and return carriage and any re-delivery are at your cost.

Third: how to open it

In your account, against the lot. Include the lot number and the photographs.

The lot number matters more than anything else you send: it is the permanent identity of that physical item, it ties to the inspection record and the condition card, and a claim without it starts with somebody guessing which item you mean.

Fourth: where a refund lands

An approved claim is refunded under the returns and claims policy.

What a claim is not

It is not a route to a partial discount because a lot was disappointing at the price, and it is not a way to unwind a bid. Every bid is binding, and the grade is what sets expectation.

The honest version of this is that the grading standard does the work up front. A claim exists for when the item is not what the card described. If the card described it accurately, the description was the deal.