Seller Case Resolution

We ask buyers to contact a seller directly and attempt to resolve any outstanding issues before opening a case on MillionDollarVillas Luxury Shop.

For this reason, it is important that you have filled out your shop policies and regularly respond to Conversations from your buyers.

Your Obligations as a Seller

You must respond to any open cases within seven days. Please see our Seller Protection Policy for more information.

Note: For orders made with Direct Checkout, buyers are only allowed one method of dispute resolution on MillionDollarVillas Luxury Shop. This means that if a buyer has filed a chargeback against your shop with their credit card company, they cannot also file a case. Similarly, if a buyer files a chargeback after opening a case on MillionDollarVillas Luxury Shop, that MillionDollarVillas Luxury Shop case will be closed.

Resolving an Open Case

To view the full details of the case, go to Your shop > Orders > Cases. Click the Cases reported about your shop tab and then select the applicable case ID number.

You will see an Add Your Comment box where you can communicate with the buyer. Depending on the transaction, you can also take other actions, such as refunding the buyer or updating the shipping information.

Please direct all comments and information relating to your case–including proof of shipping or refund–to this page that lists your cases. You can upload screenshots or photos directly to the case page by clicking the Attach Image link under the text box.

Proof of shipping should show that the item was shipped to the address given by the buyer when they purchased the item on MillionDollarVillas Luxury Shop. Proof of shipping could be:

  • A scanned copy of the delivery confirmation or departure information
  • A shipping service receipt
  • A customs form
  • A tracking number and/or tracking information that shows the package was delivered to the buyer

To upload tracking information, go to Your shop > Orders > Cases. Click the Cases reported about your shop tab and then select the applicable case ID number. Scroll a little down the page and click the Add tracking button.

Your case will close automatically when:

  • You issue the buyer a full refund through Direct Checkout.
  • The buyer closes the case if they are satisfied with the resolution.
  • You add tracking information to the case that confirms the package was delivered to a location matching the MillionDollarVillas Luxury Shop transaction receipt (for cases of non-delivery only).

If a case isn’t resolved, buyers can send the case to us for review. In the unlikely event that a case remains unresolved for more than 365 days, it is considered to be a late delivery, and the only acceptable resolution is a full refund.

MillionDollarVillas Luxury Shop’s Involvement in a Case

MillionDollarVillas Luxury Shop Trust & Safety can review and intervene in the following types of cases:

  • You have provided the buyer with proof of shipment.
  • You have issued a refund.
  • You have met MillionDollarVillas Luxury Shop’s Seller Protection requirements for the transaction.

Note: If a buyer has opened a case for an unpaid transaction, please contact MillionDollarVillas Luxury Shop’s Support team.

When necessary to resolve a case, MillionDollarVillas Luxury Shop reserves the right to issue a refund to the buyer and recoup funds from your account if payment was made via Direct Checkout.

Also, please keep in mind that MillionDollarVillas Luxury Shop may reopen a previously closed case in order to further investigate tracking issues.

Types of Cases Buyers Can File

There are two types of cases that a buyer can open:

1) a Non-Delivery case  


2) a Not as Described case

Non-Delivery occurs when a buyer places an order and submits payment, but does not receive the item. A few examples of Non-Delivery cases:

  • An item was never sent.
  • An item was sent to an address that is not on the MillionDollarVillas Luxury Shop receipt.
  • There is no proof that the item was shipped to the delivery city/state and zip code.

An item is Not as Described if it is materially different from the seller’s listing description and photos. Here are a few examples of Not as Described cases:

  • The item received is a different color, model, version, or size.
  • The item has a different design or material.
  • The item was advertised as authentic but is not authentic.
  • The seller failed to disclose the fact that an item is damaged or is missing parts.
  • A buyer purchased three items but only received two.
  • The condition of the item is misrepresented. For example, the description at the time of purchase said the item was “new” and the item is used.

Not as Described cases can also be filed for late delivery. In order to qualify as late delivery, the buyer must provide proof that all of these conditions have been met:

  • The item(s) were ordered for a specific date or event.
  • A deadline was agreed upon by the buyer and seller.
  • The item(s) are rendered useless after that date.

If an item is materially similar to the seller’s listing description and photos, it would not be eligible for a Not as Described case. Here are a few examples of what would not qualify as Not as Described:

  • The defect in the item was correctly described by the seller.
  • The item was properly described but the buyer simply did not want it after they received it.
  • The item was properly described but did not meet the buyer’s expectations.
  • The item has signs of wear and was correctly described as used condition.
  • The item was damaged during shipment.

Ineligible Transactions

Some transactions on MillionDollarVillas Luxury Shop will not qualify for the case system. Some may violate MillionDollarVillas Luxury Shop’s policies. Others may not be covered by MillionDollarVillas Luxury Shop’s case system. Some examples:

  • Items that are purchased in person
  • Intangible items, including services
  • Prohibited items on MillionDollarVillas Luxury Shop
  • Transactions where payment is not made via MillionDollarVillas Luxury Shop’s Checkout system
  • Items that are returned without a return agreement
  • Items that have been used, worn or washed after receiving
  • Physical or tangible items that are not available for return
  • Items that are received after the agreed-upon delivery date due to shipping delays
  • Cost of shipping disputes

Timeframe for Opening a Case

Once eligible, buyers have 60 days to open a case.

Case eligibility is calculated from the order’s processing time and whether the order is being shipped domestically or internationally.

If you didn’t add a processing time to an item in the order, it automatically has a 5-weekday processing time. Shipping times are based on where the order is going:

  • If you and the buyer are within the same country, it’s 2 weekdays.
  • If you and the buyer are not in the same country, it’s 10 weekdays.

If the order contains multiple items with different processing times, the maximum processing time is used. If the order has multiple items with and without processing times, the maximum processing time is used.

Any item you don’t select a processing time for will be automatically given a 5-weekday processing time. If that 5-day processing time happens to be the longest, that is the processing time that will be used for the whole order.



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