Transaction Safety Guide
Learn about common transaction issues, prevention tips, and platform safety features to trade safely.
Summary
- The sales contract is concluded directly between grower and buyer, and the buyer pays the grower directly. GrowerDirect holds no funds.
- Arrival guarantees, refunds and replacements follow the terms each grower sets in the listing or contract and are handled between the parties. GrowerDirect is not the warrantor.
- In a dispute, GrowerDirect reviews message records, contacts the parties and advises under its guidelines, but does not guarantee a resolution.
- Prevention comes down to three things: keep records in messaging, arrange to pay after inspecting the plant, and check guarantee terms and reporting deadlines before buying.
Who is responsible for what
| Item | GrowerDirect (operator) | Grower | Buyer |
|---|---|---|---|
| Receipt of purchase price | Does not receive or hold (Terms Art. 6) | Receives directly from buyer | Pays grower directly (bank transfer, cash, etc.) |
| Arrival / DOA guarantee | Not the warrantor (Terms Art. 7) | Set individually in listing terms and contract | Check terms before buying; document and report promptly on arrival |
| Refund / replacement | No refunds or compensation | Handled under the grower's own terms | Request from the grower under the contract |
| Dispute support | Reviews message records, contacts parties, advises (no guaranteed resolution) | Responds in good faith via messaging | Grower first, then GrowerDirect if unresolved |
| Grower review | Reviewed at registration: growing and propagation record, facility overview (plants need no animal-handling licence) | Registers accurate information and complies with variety-registration and plant-quarantine laws | Understands what the badge does and does not mean |
Common Issues & Prevention
📦Poor condition or dead/dying on arrival
Cases where the plant's condition deteriorates during shipping due to temperature changes or stress. Risk varies by season and packaging method.
Prevention Tips
- Confirm packaging methods (heat/cold protection, keeping roots moist) before shipping
- Take extra precautions for shipments in extreme summer heat or winter cold
- Verify any arrival/survival guarantee conditions in advance
- Open the package immediately upon arrival and document the condition with photos/video
⚠️Received plant differs from description
Cases where the variety, size, variegation, or other attributes differ from the listing. Color and form differences between photos and the actual plant also cause disputes.
Prevention Tips
- Request multiple photos and videos before purchasing
- Verify that variety names and variegation are accurate
- Ask about measurement methods (plant height, width, pot size, etc.)
- Confirm the parent-plant info and current growth condition
🏥Disease or pests discovered after purchase
Cases where hidden diseases or pests are discovered after purchase. Those hiding in the roots or under leaves may take time to surface.
Prevention Tips
- Ask detailed questions about the plant's condition before purchasing
- Confirm recent watering and placement/care history
- Keep new arrivals separate from existing plants for a while (quarantine and acclimation)
- Check the root condition when repotting if needed
🚫Loss of contact after payment
Cases where the seller stops responding after you pay upfront, or fails to ship. This is more common when arrangements are made without any written record.
Prevention Tips
- Communicate through GrowerDirect's messaging system so a record remains
- Agree on the payment method and timing in advance via messages
- Arrange to pay after inspecting the plant in person
- Check the seller's transaction history and reviews
💰Return and refund disputes
Disputes arising from differing expectations about return conditions. Because plants are living things whose condition changes, prior agreement is essential.
Prevention Tips
- Always review the return and refund policy before purchasing
- Clarify under what circumstances returns are accepted for plants
- Confirm the deadline for reporting issues
- Use the messaging system to keep a record of all communications
Platform Safety Features
✅Grower Verification System
Growers are verified through their track record and identity checks, and verified badges are awarded. Verified growers are displayed as a trust indicator.
💬Message Recording
All communications through the platform's messaging system are recorded. These serve as evidence if disputes arise.
⭐Review & Rating System
Post-transaction reviews help visualize grower trustworthiness. Response rates and transaction counts are also viewable.
🛡️Reporting & Support
Users can report problematic listings or users. Our support team investigates and takes action.
What to Do if Problems Occur
Document the issue
Record the condition or problem with photos and video. Make sure timestamps are visible.
Contact the seller
Use the platform's messaging system to inform the seller about the issue.
Contact support
If the issue isn't resolved with the seller, contact our support team. Attaching documented evidence helps expedite resolution.
Agree on a resolution
Discuss a mutually acceptable resolution such as a refund, replacement, or partial refund.
Frequently Asked Questions
What should I do if a problem occurs?
First, contact the seller through the messaging system. If unresolved, contact our support team. Having communication records and photos/videos from arrival will help resolve the issue more smoothly.
How does the arrival/survival guarantee work?
Guarantee terms vary by seller. Always check the seller's guarantee conditions before purchasing. To claim a guarantee, you are typically required to open the package immediately upon arrival and document the condition with photos/video.
Does GrowerDirect refund or compensate me?
No. GrowerDirect holds no funds and is not the warrantor (Terms Art. 6 and 7). Refunds and replacements follow the grower's guarantee terms and are handled between grower and buyer. We review message records, contact the parties and advise, but do not guarantee a resolution. Moving the conversation to LINE or other apps leaves no record we can check, so always use the messaging feature.