Help

Your item may still be in transit. Find the item in your Account under My Orders to see the expected delivery date, the address it’s being sent to, and the latest tracking updates.

My Orders

You have up to 30 calendar days after the estimated delivery date has passed to report that an item hasn’t arrived.

The seller should respond within 3 business days to provide a delivery update, offer a replacement, or give you a refund. If you’re getting a refund, it will go back to your original payment method. Refunds are typically available within 3-5 business days.

1. Go to your My Orders and find the item.
2. Take note of the Order Number.
3. Send an email to sales@coffeeroo.com.au with your name the order number and a short description of the issue.
4. A coffeeroo staff will respond on your email and will provide update on your order within 24 hrs.

If your item arrives after your sent an email, you can close your request by sending an email to sales@coffeeroo.com.au

Contact the seller and discuss a return request. If the seller hasn’t responded, or hasn’t provided a resolution after 3 business days, you can ask us to step in. You have up to 21 business days from the date you first contacted the seller to request Coffeeroo’s assistance in resolving the issue.

If you’ve changed your mind about an item you bought or there’s something wrong with it, you can send a request a return by reaching out to the seller through their store. The seller should get back to you within 3 business days. If the seller doesn’t respond or you’re unable to resolve the issue with them, you can ask us to step in and help.

How the seller may respond to your request:

The seller has three business days to respond. Their response will depend on the reason for your return.

You changed your mind about an item:

When you request a return, the seller can choose to:

1. Accept and refund in full
   You send the item back, and once it’s received, the seller issues a full refund. (Check the listing’s return policy to see who pays postage.)
   Note: If the item arrives used, damaged, missing parts, or poorly packaged, the seller may deduct from your refund to cover diminished value. See our Condition of Returns policy for details.

2. Offer a partial refund and let you keep the item
   A handy compromise when returns aren’t accepted—perfect if you ordered the wrong item by mistake but still want some compensation.

3. Provide a replacement or exchange
   Instead of refunding you, the seller may send a new item or swap it for something else.

4. Decline the return request
   Returns can be refused if the seller’s listing states “no returns,” or if you missed their deadline for initiating a return.

5. Ask for more information
   The seller might message you to clarify details before deciding.

If the returned item is used, damaged, missing parts, or gets damaged during return shipping due to improper packaging, some sellers may reduce your refund to reflect the loss in value. For more information, please refer to our Condition of Returned Items policy.

If you’re responsible for return shipping costs and used an eBay-provided label, the cost of that label will be deducted from your refund.

Most of the time if you have an issue with a purchase the seller will be able to solve it for you. However, we’re here to help.

Here are the main reasons you might ask us to step in and help on a return:

• The seller hasn’t responded to your return request after 3 business days
• The seller responded, but hasn’t provided a resolution (for example, they accepted the return but didn’t provide a return postage label)
• You returned the item and it’s been delivered back to the seller, but they haven’t processed a refund by the refund deadline

Don’t leave it too long to ask us to step in and help. We’ll automatically close a return request if there’s been no activity.

Buyers may not misuse our returns processes – such as requesting a return and then sending a different item back. See the Abusive buyer policy for more examples of activity that we don’t allow.

You can find more information about our requirements for returns and eligibility for coverage in our CoffeeRoo Money Back Guarantee Policy.

Sharing Feedback with Sellers

Leaving feedback on CoffeeRoo is a great way to share your experience and help others shop with confidence. It also gives sellers valuable insights into how they’re doing.

After every purchase on CoffeeRoo, you have the option to rate your experience with positive, neutral, or negative feedback. You can also write a comment, upload up to 5 photos of your item, and rate specific parts of the transaction. If the feedback is tied to a completed purchase, a “Verified Purchase” label will appear alongside it.

How to Leave Feedback

Once you’ve placed an order, we’ll send you a reminder email to leave feedback.
You can also do this anytime through your purchase history. If you haven’t left feedback yet, you’ll see the option to do so.

When leaving feedback, you can:

• Give the item a star rating (if eligible)

• Rate details like delivery time, item accuracy, shipping cost, and seller communication

• Write a short review of the item or experience

• Add up to 5 photos of the product

You can view all the feedback you’ve given or received in your Feedback Profile. From there, you can also reply to feedback or add a follow-up.

Helpful Tip

If you encounter an issue with your order, it’s best to reach out to the seller before leaving negative feedback. Most sellers are eager to resolve problems—positive reviews can boost their sales, so they’re usually motivated to help.

Want to learn more? Check out our detailed guides on how to leave, view, or edit your feedback.

You can view all feedback you’ve left for sellers by visiting your feedback profile. Once feedback is submitted, it can’t be edited or deleted unless the seller sends you a feedback revision request. However, you can add a follow-up comment to provide additional context or information.

Note for Sellers: Want to know how to view and respond to buyer feedback? Check out our article on [responding to buyer feedback].

How to Leave a Follow-Up Comment

If you’d like to share more details after leaving feedback, you can post one follow-up comment per item:

1. Go to Feedback left for others.
2. Click Follow up next to the relevant item.
3. Enter your additional comment.
4. Click Leave follow-up comment.

Important: A follow-up doesn’t change your original rating or feedback.

Tip: Once you’ve left positive feedback, it can’t be changed to neutral or negative.

Requesting Feedback Revisions

To revise your original feedback, contact the seller and ask them to send you a feedback revision request.

If a seller sends a request, you’ll receive an email with details. You’ll have 10 days to respond:

• To revise feedback: Click Accept request in the email and follow the steps to change your rating and comment. The original feedback will be removed from CoffeeRoo.
• To decline the request: Click Decline request in the email and optionally provide a reason. You may choose to keep your reason private from the seller.

If no action is taken within 10 days, the request will expire and your feedback will remain unchanged.

What is CoffeeRoo automated feedback?

CoffeeRoo automated feedback is positive feedback which is automatically added to successfully completed transactions in the following circumstances:

• You don’t leave feedback within 7 days of delivery (as confirmed by tracking)
• Tracking shows the item was delivered on time
• We can’t see any indication of an issue with the transaction
• The seller has received 10 feedback or less. See our page on feedback profiles for more information

Automated feedback from CoffeeRoo will remain visible unless there is an indication that there was an issue with the transaction, for example the item was damaged or you opened a return. If this happens, we will remove the automated message.

You can still leave your own feedback within 60 days of delivery, in which case the automated feedback will be replaced with yours.

When can I leave feedback?

You can leave feedback for up to 60 days from the date you received your item or from the expected delivery date, whichever comes first. If no expected delivery date is provided, you have up to 90 days from when you completed your purchase to leave feedback for the seller.

You must have had your account for at least 5 days to be able to leave feedback.

Where does my feedback appear?

Your feedback appears on the seller’s feedback profile. When an item has a product page, the item star rating and item feedback also appear on the Product Review page.

We may also display your feedback publicly on our platform in other locations

Why should I leave feedback?

By leaving feedback for a seller, you’re telling them what you think and letting other buyers know about your experience. Your feedback combines with others’ to build a rich base of knowledge to help to find the best sellers every time you shop.

How can I see a seller’s feedback score?

When you look at a listing, you’ll find the seller’s positive feedback score listed as a percentage beneath their username. For example, if a seller has a score of 99.5%, it means that 99.5% of buyers that left feedback had an overall positive experience with that seller.

How are feedback scores calculated?

After each transaction, members can leave a positive, negative, or neutral rating to describe their overall experience.

We use these ratings to determine feedback scores. In most cases, members receive:

• +1 point for each positive rating
• No points for each neutral rating
• -1 point for each negative rating

How does feedback work if I buy multiple items from the same seller?

You should leave feedback for each sale. As for your own feedback score, keep in mind that we calculate this differently depending on whether the sales occurred in the same week. For feedback purposes, we define a week as Monday through Sunday, Pacific Time.

If the sales occurred in different weeks, each rating can affect a feedback score by 1 point. A positive rating raises a feedback score by 1 point. A negative rating lowers a seller’s feedback score by 1 point.

If the sales occurred in the same week we raise your feedback score by a total of 1 point, regardless of the number of positive ratings you received from the seller within the week.

What happens if I leave negative feedback?

Negative feedback becomes a permanent part of a seller’s record, and can harm their reputation and their business. If possible, you should try to work with the seller to resolve any transaction issues before you leave negative feedback.

If you do decide to leave negative feedback, make sure it’s fair and factual, and relates specifically to the transaction.

Sellers often respond to negative feedback and may get in touch with you to try to resolve the issue.

Does CoffeeRoo ever remove or change feedback?

In some situations, we may remove feedback that has been left for sellers when they are not at fault. To learn more, visit our Feedback policy.

Additionally, if we suspend a member, we’ll remove any neutral or negative feedback they left for others. We’ll also remove feedback from a buyer if they fail to pay for an item or violate our policies and guidelines.

Can anyone leave feedback?

You need to have an CoffeeRoo account to be able to leave feedback after you’ve purchased an item. If you checked out as a guest, you won’t be able to leave feedback about your experience.