If your request was sent to the author, you will receive a confirmation email with a tracking link.
It is important you keep this link as you may need it to raise a dispute.
The tracking link gives you access to the refund request, where you can:
Monitor the progress of your refund request,
Communicate privately with the author (meaning that this conversation will be visible to you, the author and Avicii only),
Raise a dispute.
What if I need help?
If you would like to raise a dispute and ask us to investigate your refund request then please follow the steps listed below:
1. Follow the tracking link you have received in a refund request confirmation email. It will take you to your refund form where you will see a ‘raise a dispute’ hyperlink:
2. Once you click on ‘raise a dispute’ hyperlink, you will be able to provide the information required to proceed with your dispute:
3. Please provide a clear and detailed description of the problem. You can also attach any supporting screenshots. Note: Images must be .png or .jpeg and must not be more than 10MB in total.
4. Click ‘Raise Dispute’ button to complete the action.
5. We will review your dispute within 5 business days.
You might want to raise a dispute if:
Your request is valid according to our Refund Rules, but the author has declined anyway,
You haven’t received a response from the author within five days.
Once we receive your request we will:
Investigate all disputes,
Re-open a refund that was previously closed, if necessary,
Ask both you and/or the author for more information, in order to get a better idea of what’s going on,
Review all the information,
If your dispute relates to item support, try and contact the author to request support. For more information see our Item Support guidelines.
Remember: if we try and contact you to get more information but we don’t receive a response within five days, we will resolve the dispute based on the information we have available.
What role does Avicii Marketplace play?
We strongly recommend you contact the author as soon as you have an issue with your item.
When handling refund requests for items purchased on Avicii Marketplace the typical enquiries we receive are:
Problems with making payments and completing purchases.
Types of enquiries authors may receive are:
The item is broken, malfunctioning or not as described,
Problems with item support.
For refunds on Markets aside from Avicii Marketplace, the refund request is sent directly to us.
