My buyer was frozen for filing chargebacks, what do I do?

If you have yet to ship the item, please do not ship it. Refund the buyer immediately by locating the sale in your Sold page and following the “Issue Refund” prompt. 

In the event the item has already been shipped, we recommend contacting the carrier to have the parcel routed back to you. If you’re unable to reroute it and a chargeback is opened against you, please be sure to provide Grailed with all relevant information, including the listing link and tracking information so we may help you open a case. To ensure a fair outcome we recommend providing as much information as possible.

If you lose the chargeback claim despite providing sufficient evidence, please contact us with a copy of the case resolution, a link to the listing, and tracking information so we can further review.

Please note that if your Grailed account has been suspended, we may not be able to assist.