If your order was cancelled because it didn’t meet Bash’s verification criteria, here is what happens next and what you can do:
What happens when orders are cancelled due to security concerns:
- No refund is processed.
- The items will not be delivered.
- Your profile will be blocked, preventing you from placing further orders on Bash.
To dispute this decision, please provide additional information so our fraud team can investigate further.
Complete this form with the following:
- Proof of address (e.g., recent utility bill or bank statement)
- Proof of payment (e.g., a screenshot or bank/credit card statement showing the transaction)
- Proof of bank account confirm that the account belongs to you so that we can process the refund
- Any other relevant documents that demonstrate the order's legitimacy
- Orders paid with TFG Money Account: Copy of government-issued ID (e.g. driver’s license, passport) of the individual who made the payment.
If you paid with FNB EFT, please contact your bank directly.
Here’s what you can expect
- You'll receive an acknowledgement email within 24 hours.
- Our team will review the information and contact you if we need more details.
- We'll typically communicate a decision within 7 business days.
Possible outcomes
- Appeal approved: If we confirm your order is legitimate, we will issue a refund and unblock your profile allowing you to place a new order on Bash. Unfortunately, we can't reinstate cancelled orders.
- Appeal denied: If the order is found to be fraudulent after review, we'll provide a detailed explanation. You may have the opportunity to escalate the appeal if you have new evidence.
We take your privacy seriously. All submitted documentation is handled securely and used solely to process your appeal. This measure ensures a safe shopping experience for all our customers.