We’ve had a great deal of experience making this a smooth process that an overwhelming majority of both merchants and buyers appreciate. We’re committed to giving you an alternative avenue for getting your issue resolved in a fair and impartial manner. In the rare instance that you have a problem with a guaranteed purchase, we recommend that you first contact the merchant directly to attempt to resolve the matter. Typically, you and the merchant can quickly resolve typical issues on your own without our intervention. If you and the merchant are unable to reach resolution, you can start a claim. Once a Purchase Guarantee claim is filed, we provide free problem resolution services through which you and the merchant can “talk” to each other using a moderated online communication area. If the problem cannot be resolved, our problem resolution specialist will assist in finding a solution. For problems where a mutually satisfactory resolution cannot be found, or upon the request of either party, we will refer the matter our claim services for a final coverage ruling.