Initial notification and resolution attempt:
When a dispute is raised, the seller is promptly informed about the disputed order.
The seller is given a 48-hour window to address the dispute and work towards a satisfactory resolution with the customer.
We strongly encourage direct communication between both parties as the first step to resolve any issues. This communication allows for discussions, clarifications, and collaborative efforts to find a resolution.
If direct communication between both parties doesn't solve the issue, the process moves on to the next step:
Escalation if unsolved:
If the seller is unable to resolve the dispute to the customer's satisfaction within the given timeframe, the case is escalated.
Submission of evidence:
Both the customer and the seller are given the opportunity to submit relevant evidence or information that supports their respective claims.
Review by support team:
A support team representative will assess the evidence provided by both parties.
The goal is to make an impartial evaluation of the situation.
Decision and resolution:
Based on the evidence provided and platform policies, the support member makes a decision.
The resolution could involve remedies such as refunds, partial refunds, replacements, or other measures as appropriate.
Transparent communication:
Throughout the process, both parties are kept informed about the progress and outcome of the dispute resolution.
Dispute resolution review and appeal:
If either the customer or the seller disagrees with the decision made by the support member, they have the option to initiate a review and appeal process.
Appeal submission:
The party initiating the appeal can submit a formal appeal explaining why they believe the initial decision should be reconsidered. They can provide additional evidence or present their case in detail.
Higher-Level review:
The appeal is reviewed by a higher-level member of the support team. This individual will not have been involved in the initial decision to ensure impartiality.
Final decision:
Based on the appeal, additional evidence if provided, and platform policies, the higher-level review member makes a final decision on the dispute.