Home Trust and safety 📦 Reporting a Problem With an Order

📦 Reporting a Problem With an Order

Last updated on Apr 19, 2025

We want every order on Resourcerer to arrive safely and as expected. If something went wrong — whether your order didn’t show up, arrived damaged, or was incorrect — this guide will help you take the right steps to get it resolved.

🚨 Common Issues You Can Report

  • Your order hasn’t arrived

  • You received the wrong card

  • The card was damaged in transit

  • The vendor hasn’t shipped the item

  • The vendor isn’t responding

🧭 Before You Contact Support

Before reaching out to us directly, please make sure you’ve:

  1. Contacted the vendor via the platform

  2. Checked the tracking info for possible shipping delays

  3. Contacted the shipping provider or insurance (if applicable)

  4. Spoken to your bank or card issuer in case of non-delivery (many offer buyer protection)

If you’ve tried all of the above and still need help, we’re here for you.

How to Report a Problem

âś… Option 1: Through Your Account

  1. Log in to your account

  2. Go to “My Orders”

  3. Open the order and click on “Order Details”

  4. Click “Talk to Vendor” to send a message directly

  5. If the vendor doesn’t respond in a span of 7 days or can’t resolve the issue, continue to the next option

đź’¬ Option 2: Contact Support

If the vendor was unable to help, you can contact us directly:
📬 support@resourcerer.eu

Please include the following:

  • Use the following subject format. Note, this is very important as we use a lot of automation for getting info regarding your order!:

    (order-issue) #12345

  • Or clearly state your order number in the message body

  • Give us as much information as possible regarding the issues you're having. Photo's, tracker URL's, etc, help!

🔍 What Happens Next?

  • Our support team will review your report and investigate if needed

  • We may contact the vendor for additional context

  • If the issue is confirmed, we’ll make sure the situation is resolved fairly for both parties

🧙 Help Us Help You

The more information you can provide — like photos, tracking links, or a clear timeline — the faster we can assist you.

Thanks for helping keep the Realm fair and reliable for everyone!