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Marketplace Help

Order help without releasing the wrong funds.

Athrix can help with late, missing, damaged, incorrect, returned, or disputed goods. The seller identified on the order remains responsible for fulfillment.

Start a Case

  1. Open the affected marketplace order and select the seller or items that need help.
  2. Describe whether the goods are late, missing, damaged, different from the listing, or need to be returned.
  3. Include the order number, affected items, promised delivery date, and any useful photos, tracking details, or seller messages.
  4. Athrix will preserve the affected seller allocation and open a resolution case. Your silence never releases seller funds.

Resolution Timing

Athrix may send reminders 3, 7, and 14 days after the buyer-approved promised delivery date. If receipt is not confirmed, a case remains open and the standard resolution deadline is 30 calendar days after that date. Applicable law may require an earlier refund or a different process.

Returns and Refunds

No return is required for goods you did not receive. If a return is appropriate and lawful, Athrix or the seller will provide a prepaid return method. Refunds are allocated to the affected seller or items and normally return to the original payment method.

What Happens to Seller Funds

A seller allocation is eligible for release only after you explicitly confirm receipt for that seller or item allocation. Carrier scans, timers, reviews, seller messages, staff actions, and buyer silence do not confirm receipt.

For a multi-seller order, each seller allocation is handled separately. A complaint about one seller does not automatically hold or refund another seller’s completed allocation.

Contact Support

Email info@athrix.ai and include your order number. Do not email payment card details or account passwords.

Review the complete Athrix Marketplace Terms for payment, delivery, return, refund, and dispute rules.