At Complex, we adhere to a strict All Sales Final policy to maintain clarity and consistency in our transactions. However, we're dedicated to offering support and assistance whenever needed, ensuring that we go above and beyond in our customer service.
Disputed Charges
All disputes will be handled by the Complex team. If an order is reported as fraudulent, it may be subject to cancellation
Complex files evidence for all fulfilled orders placed on the Complex marketplace. If a charge has not been populated with tracking, there is a high probability that a dispute will result in a loss. As a result, unfulfilled orders that are under dispute will generally be accepted, and we will request that your team not fulfill these orders.
If a customer reports a charge as fraudulent to your team, please contact us at brandsupport@complex.com.
- Our team will conduct a thorough investigation and will contact you only if we confirm that a transaction is unauthorized or fraudulent. If the order has not yet shipped and you receive an email notification from Complex to cancel it, please update the order status to canceled.
- If a fraudulent order has already been shipped, you need to request a package interception with the shipping carrier. If the intercept is successful, arrange for the item to be returned to you and process a refund for the order.
- If you suspect an order is fraudulent, please email brandsupport@complex.com. If our team finds no evidence of fraud, you should fulfill the order as usual. If fraud is confirmed, our team will advise you to cancel the order and will notify you accordingly.