- PROCESS
A. Buyer will have to report disputes by clicking dispute button on Dashboard>>My Cart>>Products>>Completed.
B. Buyer will fill-out the dispute form.
C. Choose the Reason for Disputes
D. Recipient will be notified depending on the reason reported by the Buyer; Seller will be notified via email and SMS and on their Dashboard.
E. In the dispute form, Buyer can call the Seller for a much faster discussion of the dispute.
F. Seller will need to respond to the disputed request.
1. In cases that the Seller did not respond to the dispute after 3 days, the dispute will be closed in favor of the Buyer. Disputed amount will be credited back to buyer less charges.
2. In cases when Seller responded to the report and Buyer did not respond in 3 days, the dispute will be closed in favor of Seller. Disputed amount will be credited back to buyer less charges.
G. If Seller and Buyer both agreed and came up with a decision to close the ticket.
1. Decision is in favor of the Buyer. Seller agrees to refund the item.
a. Seller requested to return the item back to them.
b. Seller will mark the dispute as “Resolved”
c. Seller will coordinate with the Buyer and Logistics Company of their choice how the item will be returned. Rebusel app will not track this process.
d. No item is needed to be returned. Seller will mark the dispute as “Resolved”.
2. Decision is in favor of the Seller. Buyer agrees not to get the refund. Seller has proved that the items are all in good condition or all items are complete and were delivered.
a. Buyer will mark the dispute as “Resolved”
b. Dispute for refund is closed.
H. Seller and Buyer cannot resolve the issue and needs a mediator
1. A Fee for the Mediator is required.
2. Seller or the Buyer will have to pay for the Mediators fee. The one who triggers the mediator will be the one who will pay the fee.
3. Rebusel will facilitate with the investigation of the dispute
4. Decision in favor of Buyer
a. Mediator will send notification to the Buyer and Seller regarding the resolution.
b. If additional evidence is needed, Mediator will request it.
c. Mediator will mark the dispute “Resolved”
d. If Refund will be processed
5. Decision in favor of Seller
a. Mediator will send notification to the Buyer and Seller regarding the resolution.
b. If additional evidence is needed, Mediator will request it.
c. Mediator will mark the dispute “Resolved”
d. No Refund will be given to the Buyer.
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