Introduction
SefrelShop is committed to providing a fair and efficient process for resolving disputes that may arise between buyers, sellers, and the marketplace. This Dispute Resolution Policy outlines the procedures and guidelines for addressing and resolving conflicts promptly and satisfactorily.
Scope
This policy applies to all disputes arising out of transactions conducted on SefrelShop, including but not limited to product quality, shipping issues, payment disputes, and any other disagreements between customers, vendors, and the marketplace.
You agree to operate with:
Good Faith: All parties are expected to act in good faith and strive to resolve disputes amicably and fairly.
Confidentiality: All communications and information exchanged during the dispute resolution process will be kept confidential.
Timeliness: Disputes should be reported and addressed as soon as possible to ensure a swift resolution.
Impartiality: The dispute resolution process will be conducted impartially and without bias.
- Dispute Resolution Process
1.1. Initial Resolution Attempt
1.1.1. Direct Communication: The customer and vendor are encouraged to communicate directly to resolve the dispute via the “Get Support” button on the product cart page and the vendor’s store. Most issues can be resolved through open and honest communication.
1.1.2. Time Frame: The parties should attempt to resolve the dispute within 3 business days from the date the issue was first reported.
1.2. Filing a Formal Dispute
1.2.1. Submission: If the dispute is not resolved through direct communication, the buyer or seller may file a formal dispute with SefrelShop’s Customer Support team by providing all relevant details and supporting documentation.
1.2.2. Acknowledgment: Upon receipt of the dispute, SefrelShop will acknowledge the complaint within 2 business days and provide an estimated timeline for resolution.
1.3. Review and Mediation
1.3.1. Investigation: SefrelShop’s Customer Support team will review the dispute, gather necessary information from both parties and request additional documentation or evidence when necessary.
1.3.2. Mediation: SefrelShop will facilitate mediation between the customer and vendor to reach a mutually agreeable solution. This may involve recommendations for refunds, replacements, or other appropriate remedies.
1.3.3. Time Frame: SefrelShop will aim to resolve the dispute through mediation within 5 business days from the date the formal dispute was filed.
1.4. Escalation to Arbitration
1.4.1. Unresolved Disputes: If mediation fails to resolve the dispute, either party may request that the dispute be escalated to arbitration.
1.4.2. Arbitration Process: The dispute will be referred to an independent arbitrator agreed upon by both parties or appointed by SefrelShop. The arbitration will be conducted by the rules of the arbitration service provider.
1.4.3. Binding Decision: The arbitrator’s decision will be final and binding on both parties.
1.4.4. Costs: The costs of arbitration will be shared equally by the customer and the vendor, unless otherwise determined by the arbitrator.
- Prohibited Activities
2.1. Fraudulent Claims: Submitting false or misleading information or making fraudulent claims during the dispute resolution process is strictly prohibited and may result in account suspension or termination.
2.2. Retaliatory Actions: Retaliation against any party for filing or participating in a dispute resolution process is prohibited.
- Amendments
3.1. SefrelShop reserves the right to amend this Dispute Resolution Policy at any time. Any changes will be communicated to users via the marketplace platform and will become effective immediately upon posting.
- Contact Information
For questions or assistance with the dispute resolution process, please contact SefrelShop’s customer support team via the following medium
- Live chat support on the website
- Via our social media platforms, our customer support agents are swift in response
- Email us at support@sefrel.com.