Buyer Basic FAQ's

Pasar Bodega Guarantee is a feature whereby Pasar Bodega holds payment temporarily to ensure the product you receive is successfully received and the product is as described by the seller before releasing the payment to the seller.

Pasar Bodega Guarantee Buyer’s Highlight:

Safe Payment – All payments made for every order will be held safely by Pasar Bodega and will only be released to seller when order is successfully completed.

Valid Shipment – Seller will be notified to ship the item within the Pasar Bodega timeline. Should the seller fail to do so, the order may be cancelled by our system.

Request for Refunds – Should buyer receive dissatisfied item or not receive item, they can request for refund and all payment will be withheld from being released to seller until the case is resolved.

All orders are protected by Pasar Bodega Guarantee where you will be able to see your order’s Pasar Bodega Guarantee Period in your Order Detail Page as below. Accessible via “Me” > “To Receive” > click on the order’s name

Before you click on order received to release the payment to the seller, please do ensure that:

  1. You have received all the item you purchased through this order
  2. You have received the correct size, color and / or variation you ordered
  3. Item is NOT damaged
  4. Item is working as per intended
  5. Item is as per claimed by seller (from product picture and / or product description)
  6. Do take note that once you clicked on “Order Received” the payment will be released to the seller and you will not be able to request for refund after that. Want to know more about request and refund? Checkout article “When and how can I apply for a return refund?”.

Cancelled orders are orders that did not manage to be processed successfully before the item is being shipped. With that cancelled order usually falls under 2 categories:

a) Cancelled before payment is being processed

b) Cancelled after payment has been confirmed

 

For a clearer picture of the status of the order, please do follow the steps below to check your order.

1. Click on “Me” and then “View Purchase History”. You will be able to find all the orders categorized under the “Cancelled” tab and you can then click on “Check Details” on the relevant orders for further checking.

2. You will be able to see your order is being updated as per below types

            a) Cancelled due to non-payment received

            b) Cancelled by you

            c) Cancelled by Seller / Pasar Bodega.

3) Once the order is cancelled, you will be notified through the app and email if you have a refund. The refund process will be initiated immediately after cancellation is approved.

4) If the payment was made using ATM Bank Transfer / Online Banking, Pasar Bodega will refund the payment into your Bank Account immediately.

5) However if you made the payment using your credit / debit card, the refund twill only reflect back in your card within 7-14 working days by standard operating procedure from the banks.

Cancelled orders are orders that did not manage to be processed successfully before the item is being shipped. With that cancelled order usually falls under 2 categories:

a) Cancelled before payment is being processed

b) Cancelled after payment has been confirmed

 

For a clearer picture of the status of the order, please do follow the steps below to check your order.

1. Click on “Me” and then “View Purchase History”. You will be able to find all the orders categorized under the “Cancelled” tab and you can then click on “Check Details” on the relevant orders for further checking.

2. You will be able to see your order is being updated as per below types

            a) Cancelled due to non-payment received

            b) Cancelled by you

            c) Cancelled by Seller / Pasar Bodega.

3) Once the order is cancelled, you will be notified through the app and email if you have a refund. The refund process will be initiated immediately after cancellation is approved.

4) If the payment was made using ATM Bank Transfer / Online Banking, Pasar Bodega will refund the payment into your Bank Account immediately.

5) However if you made the payment using your credit / debit card, the refund twill only reflect back in your card within 7-14 working days by standard operating procedure from the banks.

It is inevitable that some of the parcel may be lost or damaged during transit. Buyers are advised to request for refund to inform both Pasar Bodega and the seller regarding this issue while providing sufficient evidence to support your claim.

For sellers, should you intend to file for claim purposes, you may follow the guide below:
Lost parcel claims process

1. Ensure parcel does not exceed X calendar days from the date that courrier has accepted the shipment.
2. Provide supporting documents such as pick up receipt or manifest as proof of shipment.
3.Email the supporting documents to XX@XX.com.

Damaged parcel claims process

1. Must raise the claim within X calendar days from the date of parcel received.
2. Provide supporting document (Order details page) as a proof and image of damaged parcel.
3. Email the supporting documents to XX@XX.com.

The buyer will need bear the return shipping fee when returning items to the seller. Buyer can also discuss with the seller on the return shipping arrangement.

However, when both seller-buyer is disputing for the party liable for the return shipping fee, Pasar Bodega at its sole discretion will determine the party liable for the return shipping fee.

If you purchased multiple units of the same item, you will need to either receive or reject all of the same items while you request for refund. We do suggest you to click on request for refund for all the items and provide relevant documents for damaged item claim process.

If you purchased different items, you can choose to return the specific product that is damaged only when you request for refund.

However, if you purchased multiple unit of an item but only one unit is damaged, you will need to request for refund of the whole item.

Generally there are 2 reason why your order is still under [To Pay] status.

– I have already made my payment through bank transfer, what’s next?

If you have completed the payment process with bank transfer, please upload the payment slip into the app.

Here’s how you do it:
1. Go to your “Me” page > tap on “My Purchase” > go to “To Pay” tab > tap on “Transfer Now” > tap on “I have receipt. Upload Now” > Upload Receipt
2. Once you have uploaded the receipt, it will need 1-3 working days (excluding weekends and public holidays) for us to verify it with the banks. It will be updated as Paid after this verification process.

The payment receipt is being rejected, what should I do?

1. Payment receipt should be taken clearly with all details shown as per below example:
2. All bank transfer payment receipt should be able to show the following details clearly:
3. Date and time
4. Recipient Bank Account should always be Pasar Bodega
5. Amount
6. No indication that the payment failed (e.g. Cash retracted or transaction failed)
7. If you have made payment to the correct account number but the payment was not processed, please do contact our customer service team HERE for assistance.

A refund will be automatically initiated when Pasar Bodega has completed the inspection of your return request case and approved your return request. You will be notified through the app (Notification > Order Updates) and email.

Credit card payments will be refunded to the respective credit card and will take around 7-14 working days of standard operating procedure by the card issuing bank.

Yes, the request should be raised up within 7 days after your purchase date. We only give you ONE exchange. The second request will not be accepted.