This page explains how Nest Commons resolves problems between shoppers and sellers.
Step 1 — Open a claim
Shoppers open a claim from the order page, the link in the order email or the Open a Buyer Protection Claim page (or write to [email protected]). The claim gets a reference number and the seller is notified by email.
Step 2 — Seller response (48 hours)
The seller must reply with a solution: replacement, refund through its payment account, return label or evidence (for example tracking showing delivery). All communication goes through Nest Commons. If the seller does not reply within 48 hours, the claim is escalated to Nest Commons automatically.
Step 3 — Marketplace decision
If the parties do not agree, or the seller does not reply, Nest Commons reviews the evidence (listing, photos, tracking, messages) and decides within 5 business days. If the decision is in the shopper’s favor, the seller must refund within 48 hours; otherwise Nest Commons refunds the shopper under the Buyer Protection Guarantee and adds the refunded amount to the seller’s next commission invoice (payable within 14 days; overdue invoices pause the seller’s checkout).
Step 4 — Appeal
Either party may appeal once within 7 days with new evidence. The appeal is reviewed by a different team member.
Payment-provider disputes and chargebacks
Payments go to the seller’s own payment account, so a card chargeback or a Klarna or Afterpay dispute raised through Airwallex is opened against the seller, who must respond with the order evidence. Nest Commons provides order records on request. We encourage shoppers to contact us first, as our process is usually faster.
Seller disputes
Sellers who disagree with an invoice, a Buyer Protection refund added to an invoice, or an enforcement decision may write to [email protected]; we reply within 5 business days.
Contact
Nosh2Go LLC, 1500 N Grant St, Ste N, Denver, CO 80203, United States — +1 (302) 556-2545