Resolve Incidents
Resolve Incidents
Published Mar 12, 2025
Some order issues may require resolution between seller and customer managed through Incidents in the Best Buy Marketplace Platform.
Please note, customers will open Issues on Best Buy which are called Incidents in the Mirakl platform.
Incidents may be created for:
- Item not received
- Defective item
- Counterfeit Item
- Delivery took longer than expected
- Refund Request Issue
- Return Issues
View an Incident
On the Homepage, click Customer Care and select Incidents. Search for a specific order using the order number.
You can also view Incidents on the right-hand side of your Dashboard/Homepage.
Resolving an Incident
Upon viewing the incident in the Best Buy Marketplace Platform, you must collaborate with the customer to achieve resolution. Consider the following points:
- All communication or conversations regarding an incident should be documented as messages within the Best Buy Marketplace Platform. This ensures that a precise history is maintained for the order and provides up-to-date information should the customer contact the Best Buy call center regarding the incident's progress.
- Reminder email messages regarding the incident will be sent if it remains unresolved for more than two days.
- If an incident is opened before payment for the order has been issued to you, the payment will be withheld until the incident is resolved.
- Issuing a full refund will automatically close an incident.
- Best Buy may close an incident once it has been resolved; however, Best Buy support may reopen the incident if necessary.
- Incidents may impact your performance rating in the Best Buy Marketplace. It is important to respond to all incidents and resolve within four days to prevent negative effects on your seller rating.