Why did I get the wrong item?
Sellers pack their products carefully and check your order confirmation when you pick up your order, but sometimes mistakes happen and you may be given a different product than what you ordered. Here's what to do, depending on when you notice the mistake:
At the venue: bring it up with the seller and get it sorted right away
After you've left: call the seller to check if the correct product is still available
Can't reach the seller, or they no longer have the item you ordered: file a problem report in the app (see instructions below), and we'll be happy to help! 💚
What should I do if I got the wrong item?
If you're happy with the item you received, you don't need to do anything.
If you're not happy with the item you received, file a problem report in the app:
Go to 'Me' → 'Order history'
Open the order in which you received the wrong item
Scroll down and tap 'Problems with order?'
Fill in the details and send
Please include as many details as possible in your problem report so we can help you in the best possible way. Let us know:
Did you notice the mistake already at the venue or later?
What kind of item did you receive?
Was the item that you received something you liked?
If you happened to take a photo of the item, please send it to us as well.
What happens after I file a problem report?
Once you've filed a problem report regarding your order, we will contact you if needed so we can resolve the issue together.
Can the seller see who filed the problem report?
No. The seller can see problem reports and reviews made on orders, but always anonymously. Only ResQ's customer support team can see who filed a problem report or review, so we can contact you and resolve the issue together with you.