We do ask all customers with queries on their orders to contact the merchant directly through the support tab your order page. This is the best and quickest way to get an answer. We give our merchants 2 working days to get back to you with a response. If you do not hear back from them in this time then please contact us and we will investigate for you.
We do give our merchants a right to reply. Treating them this way is what makes our marketplace an attractive place for them to trade on. We will seek their guidance on how a query can be resolved. They are all aware if we do not hear back from them then Flubit will find a solution with you directly and they will invariably receive a penalty. Should a merchant have repeated escalations the can become ineligible to trade on our marketplace.
We will of course stay in touch with you while we investigate and will always aim to get your query resolved as quickly as possible.