As a seller on marko, we protect you throughout the transaction process - but it’s important to understand your responsibilities depending on what goes wrong during shipping.
Buyer receives a damaged package
If your item is delivered to the buyer but arrives damaged, here is what you need to know:
The buyer is responsible for claiming compensation from the Swiss Post. Once the package is delivered, the order will be marked as successfully delivered on marko, and no refund will be issued by marko to the buyer.
You, as the seller, will receive your payout as planned. You aren’t financially impacted.
The buyer can get refunded by submitting a claim using the official compensation form, available on the Swiss Post website. They must do this within 8 days of delivery and should include evidence (photos, proof of damage, etc.).
Keep in mind: it’s your responsibility to package the items safely and we monitor how often these cases occur. If it happens too often, we might have to block your account.
Package gets lost in transit
Sometimes packages get lost during shipping. Depending on your chosen shipping method, here’s what you should do:
A. If you shipped with marko Easy Shipping:
marko handles the entire shipping process with the Swiss Post. We’ll investigate the whereabouts of the package and keep both you and the buyer informed of the outcome. Either the package will be delivered to the buyer, or if it’s confirmed lost: either way we’ll issue your payout as expected, and handle the compensation claim with the Swiss Post directly.
B. If you shipped with Custom Shipping:
You’re responsible for investigating with the postal service you chose.
If they confirm that the package is still on its way: just inform the buyer and wait.
If they confirm that the package can’t and won’t be delivered: contact marko Support so we can refund the buyer. On your end, you might be entitled to full compensation from the postal service, so you won’t be left out of pocket.
☝️ Stay safe: Use marko for all payments and refunds to stay safe. Never handle transactions outside of marko, neither to refund the buyer or to receive your payout, as we can only protect on-platform transactions.
Best Practices
Always keep your buyer informed - communication builds trust.
Use tracked shipping options to avoid disputes.
Save shipping receipts and package photos for your records in case of an issue.