Abusive Buyer Policy

CoffeeRoo Abusive Buyer CoffeeRoo Abusive Buyer Policy

Effective Date: 31 May 2025
Last Updated: 31 May 2025

This Abusive Buyer Policy sets forth the standards of conduct expected of all buyers engaging with our marketplace. This policy outlines behaviours that are considered unacceptable, and the potential consequences of such behaviour. While the policy has been amended on 31 May 2025 to clarify certain provisions, the underlying policy guidelines remain substantively unchanged.

Purpose and Scope

This policy exists to maintain a fair, safe, and respectful environment for both buyers and sellers. It applies to all users who purchase goods or services through our platform. The policy does not affect, limit, or waive any rights you may have under applicable laws, including but not limited to your statutory rights under the Australian Consumer Law (ACL). In particular, your rights to a repair, replacement, or refund for goods or services that fail to meet consumer guarantees remain unaffected.

Unacceptable Buyer Conduct

The following behaviours are strictly prohibited and may result in enforcement actions, including restriction or suspension of buying privileges:

• Misuse of the seller feedback system, including attempts to coerce sellers into providing refunds or other concessions by threatening negative feedback.
• Abuse of the return process, including but not limited to returning used, damaged, or materially different items from those originally received.
• Improper use of buyer protection programs or unjustified filing of claims under such programs.
• Initiating baseless or fraudulent payment disputes (commonly known as “chargebacks”) with credit card issuers or payment processors.
• Repeatedly making unreasonable demands or requests that materially deviate from the terms outlined in a seller’s original listing, particularly after a transaction has concluded.

Buyers engaging in such behaviours may be subject to limitations on their account, cancellation of transactions, and/or other remedial actions deemed appropriate under the circumstances.

Reporting Abusive Buyer Behaviour

If you believe a buyer has engaged in conduct that contravenes this policy, you are encouraged to report such behaviour by emailing: sales@coffeeroo.com.au. Please provide relevant details and documentation (e.g., messages, order information, evidence of misuse) to assist us in our investigation.

Dealing with Unreasonable Demands

Sellers are not obligated to agree to buyer requests or demands that are not expressly included in the original listing or sale agreement. If a buyer seeks to alter the agreed-upon terms post-purchase, the seller retains the right to:

• Proceed with fulfillment according to the original listing terms; or
• Cancel the transaction in accordance with platform policies.

In such cases, the seller will be protected from receiving negative feedback or performance defects related to that transaction.

We recommend maintaining professional and courteous communication at all times when engaging with buyers, even in the face of challenging interactions.

Definition of a Payment Dispute

A payment dispute refers to any instance in which a buyer contests a transaction by initiating a chargeback or reversal with their credit card provider or payment service (e.g., PayPal), typically on the grounds of non-receipt, unauthorised transaction, or dissatisfaction with the item.

Download:

CoffeeRoo Abusive Buyer Policy Final