For Buyers

Refunds & Dispute Resolution Policy

1. Refund Policy

1.1 Processing Timeline Once a refund request is approved, the funds will be processed and returned to the original payment method within 7–14 business days. Buyers can monitor the real-time status through their account dashboard.

1.2 Escrow Protection Mechanism The platform employs a secure escrow system where buyer funds are held in a protected account. Payment is only released to the merchant after the buyer confirms receipt or the logistics system verifies successful delivery.

1.3 Risk Mitigation & Freezing In the event of a formal dispute, the transaction funds are immediately frozen. This prevents the merchant from withdrawing the capital until a final resolution is reached.

1.4 Flexible Refund Categories Buyers may apply for a Full Refund in cases of non-delivery or total product failure, or a Partial Refund for minor quality issues or quantity discrepancies, subject to evidence review.

2. Dispute Resolution

2.1 Tiered Escalation Process (Step 1: Negotiation) Upon filing a claim, the system initiates a 3–5 day mandatory negotiation window. During this phase, both parties are encouraged to submit evidence and reach an amicable settlement independently.

2.2 Tiered Escalation Process (Step 2: Arbitration) If negotiation fails, platform Dispute Specialists will intervene. A binding decision will be made based on the sales contract, shipping documents, and physical evidence provided by both parties.

2.3 Online Dispute Resolution (ODR) For complex cross-border transactions, the platform utilizes ODR protocols. This ensures that the resolution complies with international trade standards and the United Nations Convention on Contracts for the International Sale of Goods (CISG).

2.4 Evidence Archiving All chat logs, invoices, and digital signatures are encrypted and stored. These records serve as a "Single Source of Truth" and are legally admissible in the event of further legal proceedings.

3. Customer Service & Merchant Obligations

3.1 Mandatory Response Window Merchants are contractually obligated to respond to any buyer inquiry or dispute notification within 24–48 hours.

3.2 Default Judgment If a merchant fails to respond within the 48-hour window, the platform reserves the right to automatically rule in favor of the buyer and initiate the refund process.

3.3 Multilingual Support Excellence To eliminate communication barriers, the platform provides support in major global languages. This includes real-time AI translation within the chat interface to ensure technical specifications are accurately understood.

3.4 Dedicated Case Management High-value transactions and VIP buyers are assigned a Dedicated Dispute Manager. This specialist provides end-to-end oversight of the case to ensure a swift and fair conclusion.

4. Buyer Action Guidelines

4.1 Evidence Retention Buyers should maintain all original packaging and record "unboxing videos" for high-value items to serve as primary evidence.

4.2 Timely Reporting All discrepancies must be reported within 48 to 72 hours of delivery to ensure the escrow funds remain frozen and the claim remains valid.