If you have an issue or inquiry regarding an order placed on catch.com.au from one of our Marketplace Partners, please follow these steps to raise your customer service inquiry directly with the partner.
- Go to ‘My Account’
- Click on ‘My Orders’ (Catch App: ‘Order History’)
- Click on ‘Show order details’ beneath the selected order (Catch App: click on order)
- Click on ‘Contact seller’ (Catch App: Click on ‘Request Return’)
Please select the most appropriate subject from the drop-down menu.
If your query relates to a product fault, error with your order or missing parts –
Please select “Request Return”
You can select a preferred resolution of a refund or a replacement to assist the seller with as much information as possible.
In order to expedite the process, please attach any relevant images and detailed information in your initial communication.
What happens once I contacted the seller?
Third-party sellers should get back to you within 48 hours to offer a resolution. They may ask you to provide further information.
For an item that hasn't arrived, the seller should provide an update on the delivery of the item if they've used a courier or have tracking. They should offer a replacement or refund if something is lost.
If you have received something that wasn't as described, the seller will often ask you to return it and then send a refund or a replacement.
If a part was missing or requires repair, the seller may offer to send the missing part or offer a partial refund.
Contacting a Marketplace seller before your purchase
If you want to contact a seller prior to purchasing, you can do so through our agents. See contact alternatives below.