If a purchase does not turn out as you expected, you file a claim from your order. While the claim is open, payment to the seller stops and your money stays protected.
When you can file a claim
- The piece does not arrive. Tracking does not show delivery by the expected date, or it says "Delivered" and you do not have the package.
- It arrives damaged. Transport damage or part of the contents is missing, for example a broken capsule, a cracked slab or a case that is not there.
- It does not match the listing. A different piece, year, mint, metal, weight or condition, a different certificate number or an alteration that was not declared.
- It is not authentic. You suspect it is a counterfeit or a replica, or that the slab or the certificate are fake.
Deadlines
| Reason | Deadline | Opening video |
|---|---|---|
| The piece does not arrive | From the expected delivery date and, if tracking marks it as delivered, within the 5 calendar days after confirmed delivery | Not needed |
| It arrives damaged | 5 calendar days from confirmed delivery | Required |
| It does not match the listing | 5 calendar days from confirmed delivery | Required |
| It is not authentic | 30 calendar days from confirmed delivery | Required |
Delivery is confirmed when you confirm it or, if you do not, 3 days after the carrier marks it as delivered. If the deadline passes without a claim, the payment is released to the seller when the protection period ends.
The opening video is required
To file a claim for damage, for a piece that does not match or for a counterfeit, you need the video of the package being opened. Without a video there is no claim. The only exception is the piece that does not arrive.
Record in a single continuous shot, with no cuts. Start with the package closed and the label legible, open it without leaving the frame and show the piece on both sides, with the label and the certificate number if it is in a slab. Always record, even if you expect everything to be fine.
[How to record the opening video]
How to open a claim
- Go to My account, Orders, and choose the order. You can also press "I have a problem".
- Choose the reason.
- Explain in a few lines what happened.
- Upload the opening video and any photos that help to understand it.
- Submit. The seller is notified right away.
What the seller provides
- If they shipped it, the continuous packing video with the label visible and the receipt with the tracking number.
- If the piece had the GSG Vault seal, the GSG verification report and the record of the packing done in the GSG Vault strongroom.
Response deadlines
| Step | Deadline |
|---|---|
| Seller's response | 3 business days |
| Response from either party to a request from the team | 3 business days |
| Gold Silver Global's decision | Up to 21 business days from opening |
| Handing an authorized return to the carrier | 7 calendar days |
| Issuing the refund once decided | 2 business days |
Each deadline is shown with its countdown inside the claim. An expired deadline does not automatically favor anyone. The decision deadline may be extended if an expert assessment or a response from a third party is needed, and in that case we notify both parties.
Who decides
A member of the Gold Silver Global team decides, with the listing, the photos, the videos, the tracking, the messages and, if there was one, the expert assessment. Buyer and seller can reach an agreement sooner, for example a partial refund, and the team carries it out.
If an expert assessment is needed, a report from a recognized grading company (PCGS, NGC, CAC, ANACS, ICG or NCV) or a physical verification in the GSG Vault strongroom is valid. The assessment is paid by whoever loses the claim.
Possible outcomes
- Payment to the seller. The claim does not succeed and the sale closes normally.
- Full refund. You receive what you paid, the price with your payment method, the shipping and the insurance. If the piece arrived, you return it first.
- Partial refund. You keep the piece and receive part of the price, for minor damage or a partial difference from the listing.
- Authorized return. You have 7 calendar days to hand the piece to the carrier, packed as it arrived, with the packing recorded, tracking and insurance. If you do not hand it over within that time, the claim is closed and the payment is released to the seller.
Who pays what
| Cause | Return shipping | Refund to the buyer | Expert assessment | GSG commission |
|---|---|---|---|---|
| Does not match the listing | Seller | Full | Seller | Not charged |
| Counterfeit | Seller, or Gold Silver Global on pieces with the GSG Vault seal | Full | Seller, or Gold Silver Global on pieces with the GSG Vault seal | Not charged |
| Damage or loss in transit | Shipping insurance, or the seller if they shipped without GSG's insurance | Full | Not applicable | Not charged |
| The claim does not succeed | No return | None | Buyer | Charged |
| Cause on the buyer's side, for example a wrong address | Buyer | None | Not applicable | Charged |
What is not grounds for a claim
- That the price of gold, silver or another metal has dropped since the purchase.
- A defect that the listing described or that was visible in the photos.
- Damage caused when handling, cleaning or removing the piece from its capsule after receiving it.
- A change of mind. At Gold Silver Global there is no right of withdrawal, whether a private seller or a professional sells.
- A purchase paid for outside Gold Silver Global.
If you disagree with the decision
You can request a review, only once, within 10 calendar days after the decision, from the claim itself. Another member of the team reviews it and the payment stays protected in the meantime. After that you can turn to the external channels of your country or to the courts.
If for the same purchase you open a chargeback with your bank or a claim with PayPal, the Gold Silver Global claim is suspended until that institution resolves it.
[Claims and Disputes, full policy] [See my claims]
Can't find what you're looking for?
Use the Contact form, topic Orders. We reply by email.
[Go to Contact]