Refunds & Disputes
Something went wrong with a payment? Here is exactly what happens next — no fine print tricks.
1. First step: talk to the seller
Every purchase through a Wicker link is a sale by an independent seller. The seller’s name is on your checkout page and your receipt. Contact them first — most issues (wrong item, delayed delivery, change of mind) are fixed fastest by the seller directly.
2. If that doesn’t work: bring it to us
If the seller hasn’t resolved your issue within 3 business days, email support@usewicker.com (or WhatsApp us) with:
- your payment reference (it’s on your receipt page),
- the phone number you paid from, and
- a short description of what went wrong.
3. How refunds are paid
Approved refunds are processed through Paystack back to the payment method you used (mobile money or card). Once processed, funds typically arrive within 5–10 business days depending on your provider. We’ll confirm by message when the refund has been initiated.
4. What we can and can’t do
- We can mediate payment disputes, process refunds where the seller agrees or where our review finds the buyer is right, and suspend sellers who break the rules.
- We can’t force a seller to deliver goods, guarantee product quality, or resolve disagreements that aren’t about the payment itself — those remain between buyer and seller under our terms.
5. Duplicate or mistaken payments
Paid twice by accident, or sent the wrong amount? Contact us with both payment references and we’ll reverse the duplicate — these are the simplest cases and are usually resolved within 2 business days.
6. Contact
support@usewicker.com · +233 24 961 7491 · Monday – Saturday, 9:00 – 18:00 GMT