GENERAL OVERVIEW OF THE DISPUTE RESOLUTION PROCESS
We take the satisfaction of our customers very seriously and we are committed to resolving any
disputes that may arise fairly and efficiently. This policy outlines the steps that we will take to
resolve disputes between buyers and sellers on our e-commerce marketplace.
Contact the Other Party: Before filing a dispute, we encourage buyers and sellers to
communicate with each other to try to resolve the issue directly. This can be done through our
messaging system or through the contact information provided in the order details.
File a Dispute: If communication fails to resolve the dispute, the buyer or seller may file a
dispute through our platform. To file a dispute, the party must provide a clear and concise
explanation of the problem, including any relevant evidence such as photographs or
screenshots.
Review and Resolution: Our team will review the dispute and determine the appropriate course
of action. Depending on the circumstances, this may involve one or more of the following:
-
Issuing a refund to the buyer
- Requiring the seller to provide a replacement item, fix the issue or offer appeasement
- Mediating the dispute between the buyer and seller to come to a mutually agreeable
resolution
- Appeal: If a party disagrees with the decision reached by our team, they may appeal by
providing additional evidence or information to support their position. Our team will
review the appeal and make a final decision.
Final Decision: The decision reached by our team is final and binding, and both the buyer and
seller are expected to comply with the decision.
Escalation: If a dispute cannot be resolved through our platform, the parties may seek additional
remedies through legal means.
In order to resolve disputes as quickly and efficiently as possible, we encourage all parties to act
in good faith.
HOW WE IMPLEMENT
We have created an unbiased dispute resolution process to help ensure positive outcomes in
the event of a dispute
Buyandcarry.com buyers are eligible to open a dispute if these conditions arise
- Delivery Failure - when an item is not received
- Defective item - when an item arrives but the item is damaged
- Significantly not as described - when an item does not match the description in the item
listing.
The first thing Buyandcarry recommends is to work out your dispute directly with the seller. This
process is simple.
All you need to do is click a button that says “Send complaints to seller” under your purchase
history on Buyandcarry's website
If you do not get a response from the seller, simply send us an email at hello@buyandcarry.com
and we will take it from there.
Once we receive your case, we will review it and try to get back to you within 48 hours. If we
need further information/evidence, we will send you a request.
Documents/evidence that may be requested include, but not limited to
-
Photos showing that the item does not match its listing
- Photos showing that the item are bad/defective
- Details showing that you have returned an item
- Proof that the seller sent your item to the wrong address
Once Buyandcarry reaches a decision, it will be communicated to you and the case will be
closed. If you disagree with Buyandcarry's decision, you can appeal by providing new
information within 48 hours of the date they close your case.
OUR DISPUTE RESOLUTION WORKFLOW
DELIVERY FAILURE
- If there has been a delivery failure, please contact Buyandcarry directly at
hello@buyandcarry.com or call………
- This may be resolved by simply providing shipment tracking details or update to the
buyer in case of a delay
DEFECTIVE ITEM
-
Buyers and sellers communicate and try to resolve the issue without Buyandcarry getting
involved
- If buyer and seller can't work it out, or seller is non-responsive, the buyer calls……… or
sends us an email at hello@buyandcarry.com
- Buyandcarry investigates to determine if the item was defective before shipping or was
damaged during shipping
- If the item was damaged during shipping, we will not take responsibility as detailed in the
returns policy
- If the item was damaged before shipping, Buyandcarry will resolve the case in favor of
the buyer by offering partial/full refund depending on the extent of the damage
- The case is closed or escalated
The buyer can close the case at any time after the seller has responded and they have
come to a mutual agreement . No action is taken against the seller
If the seller did not respond within 72 hours, or the response and/or action was not
adequate for the buyer, the buyer may escalate the case.
- Buyandcarry makes a decision on the case
For escalated cases, Buyandcarry ultimately makes a decision on the case and
determines whether the buyer or seller is at fault.
SIGNIFIANTLY NOT AS DESCRIBED
- Buyers and sellers communicate and try to resolve the issue without Buyandcarry getting
involveD.
- If buyer and seller can't work it out, or seller is non-responsive, the buyer calls……… or
sends us an email at hello@buyandcarry.com
- Buyandcarry contacts the seller for evidence that the item delivered is significantly not as
described
- The seller makes is allowed to make a response
- Buyandcarry steps in - If the claim is found to be invalid, Buyandcarry makes a decision
in favor of the seller
- If the claim is valid, the buyer and seller get another chance to work it out, otherwise, the
buyer may escalate the case
- The case is closed or escalated
The buyer can close the case at any time after the seller has responded, or if the buyer
and seller came to a mutual agreement No action is taken against the seller's account.
If the seller did not respond within 72 hours or the response and/or action was not
adequate for the buyer, the buyer may escalate the case.
- Buyandcarry makes a decision on the case
For escalated cases, Buyandcarry ultimately makes a decision on the case and
determines whether the buyer or seller is at fault
Escalation: If a dispute cannot be resolved through our platform, the parties may seek additional
remedies through legal means.
All parties are encouraged to act fairly and to cooperate in resolving disputes as quickly and
efficiently as possible. Our team is dedicated to resolving all disputes in an impartial and fair
manner.
