If a buyer wants to return an item or request a refund for an order on EveryoneCounts.World, the first step is to contact the seller directly. If you're unable to resolve your issue together, the buyer may file a “case.” With EveryoneCounts.World’s case system, members work together to resolve disputes over orders that are not delivered or do not match the listing description.
Eligibility to open a case is based on an order's estimated delivery date (if applicable) or processing time and “ship by” date.
A buyer can open a case for non-delivery or for an item that is not as described.
A non-delivery occurs when a buyer places an order but does not receive the item. Non-delivery cases apply when:
There is no proof that the item was shipped to the buyer.
An item was sent to an address that is not on the EveryoneCounts.World receipt.
A live event or class was never held
A virtual class was not available
EveryoneCounts.World does not hold sellers responsible for shipping delays or errors, as long as the seller can prove that they shipped the item on time to the address on the EveryoneCounts.World receipt. If the item has been shipped and includes a tracking number, you may be able to contact the shipping carrier directly to open a claim.
An item is not as described if the buyer can demonstrate (through photos or other documentation) that it is significantly different from the seller’s listing description and photos. Here are a few examples of not-as-described cases:
The item received is a different color, model, version, or size.
The item has a different design or material.
The seller failed to disclose that the item is damaged or is missing parts.
The buyer received the wrong quantity of items (e.g., purchased 3 but received only 2).
The item was advertised as authentic, but it is not.
The item's condition is misrepresented (e.g., it is described as new but is used).
The class or event did not cover the topics, provide the items, or experience mentioned in the class or event
Not-as-described cases can also be filed for late delivery. An order may be considered a late delivery if:
The item(s) were ordered for a specific date or event.
The item(s) are rendered useless after that date.
The seller did not ship the item(s) within their processing time or on the date agreed upon in Messages.
The seller did not hold an event as promised
Note: EveryoneCounts.World does not hold sellers responsible for shipping delays or errors, provided the seller can prove they shipped the item on time to the address on the EveryoneCounts.World receipt.
If an item is significantly similar to the seller’s listing description and photos, it is not eligible for a not-as-described case.
If a buyer opens a case, you must work with them to resolve the dispute. Each case must remain open until you have reached a resolution. To maintain the integrity of the case system, you cannot encourage or require a buyer to close a case before you resolve a dispute.
Cases may be closed automatically in the following circumstances:
You issue the buyer a full refund through EveryoneCounts.World Payments.
The order’s tracking information shows that the package was delivered to the address on EveryoneCounts.World receipt (for non-delivery cases only).
The buyer closes the case if they are satisfied with the resolution.
You must respond to any open cases.
To resolve a non-delivery case, you need to provide proof of shipping or a refund to the buyer. Proof of shipping should show that the item was shipped to the address given by the buyer when they purchased the item on EveryoneCounts.World. Proof of shipping could be:
A scanned copy of the delivery confirmation or departure information.
A shipping service receipt.
A customs form.
A tracking number and/or tracking information that shows the package was delivered to the buyer.
Proof that the event did occur as advertised or a class was available on EveryoneCounts.World
EveryoneCounts.World doesn't hold sellers responsible for shipping delays or errors, as long as the seller can prove that they shipped the item on time to the address on the EveryoneCounts.World receipt.
In the unlikely event that a case remains unresolved for more than 180 days, it is considered to be a late delivery, and the only acceptable resolution is a full refund.
To resolve a not-as-described case, you must work with the buyer and EveryoneCounts.World to show that the item was properly described in the listing.
If a case isn’t resolved, buyers can escalate the case to EveryoneCounts.World’s review. We reserve the right to escalate a case early in cases of seller inactivity, harassment, refusal of service, case manipulation, or undermining the integrity of the case system. EveryoneCounts.World may close or resolve a case due to a lack of participation from either party. EveryoneCounts.World reserves the right to issue a refund to the buyer and recoup funds from your account if payment was made via EveryoneCounts.World Payments. EveryoneCounts.World may reopen a previously closed case to further investigate tracking issues or other aspects of the dispute.
Some disputes and transactions are ineligible for the case system, including:
Items that are damaged by the shipping carrier (if properly packaged by the seller).
Items that have been altered, used, worn, washed, or discarded after receipt.
Items that are received after the agreed-upon delivery date due to shipping delays.
Items that are returned without a return agreement.
Items that are accurately described but don’t meet a buyer's expectations.
Cost of shipping disputes.
Items that are purchased in person.
Items prohibited from sale on EveryoneCounts.World, including services and intangible goods.
Transactions where payment is not made via EveryoneCounts.World’s checkout system.
Last updated on Jan 21, 2026