Dispute Resolution Policy
Last Updated: 06-Aug-2025
1. PURPOSE AND SCOPE
This Dispute Resolution Policy outlines the procedures for resolving conflicts between customers and vendors, as well as disputes involving the marketplace. Our goal is to provide fair, efficient, and cost-effective resolution of disputes.
2. TYPES OF DISPUTES
2.1 Customer-Vendor Disputes
Common disputes include:
- Product quality or condition issues
- Shipping and delivery problems
- Return and refund disagreements
- Product description discrepancies
- Customer service issues
- Order fulfillment problems
2.2 Marketplace Disputes
Disputes involving the marketplace may include:
- Account suspension or termination
- Policy enforcement actions
- Fee or commission disputes
- Platform functionality issues
- Data or privacy concerns
3. DISPUTE RESOLUTION PROCESS
3.1 Step 1: Direct Communication
How to Start:
- Contact the vendor directly through marketplace messaging
- Clearly explain the issue and your desired resolution
- Include relevant order numbers, photos, or documentation
- Allow 3 business days for vendor response
- Keep all communications professional and factual
What to Include:
- Specific details about the problem
- Order number and purchase date
- Photos if item is damaged or not as described
- Clear statement of desired outcome
- Timeline for resolution if time-sensitive
3.2 Step 2: Marketplace Mediation
When to Request:
- Direct communication doesn’t resolve the issue
- Vendor doesn’t respond within 3 business days
- You feel the vendor’s response is unreasonable
- The issue involves potential policy violations
How to Request:
- Go to the dispute center in your account
- Select the order and describe the issue
- Upload any supporting photos or documents
- Specify what resolution you’re seeking
- Submit your dispute request
What Happens Next:
- Our team reviews all evidence from both parties
- We may request additional information from you or the vendor
- We’ll provide a neutral assessment and recommendation
- Most mediation cases are resolved within 15 business days
3.3 Step 3: Final Marketplace Decision
When Applied:
- Mediation fails to reach mutual agreement
- One party refuses to participate in mediation
- Policy violations are evident
- Immediate action required for safety or legal reasons
Decision Process:
- Comprehensive review of all evidence
- Consideration of marketplace policies and terms
- Evaluation of both parties’ compliance history
- Final binding decision issued
- Remedies may include refunds, account restrictions, or other actions
4. EVIDENCE AND DOCUMENTATION
4.1 What to Provide
When filing a dispute, include:
- Order confirmation and receipts
- Product photos showing the issue
- Screenshots of all communications with vendor
- Shipping and tracking information
- Return or refund documentation
- Any relevant policies mentioned by the vendor
4.2 Quality Standards
For best results:
- Ensure all photos are clear and well-lit
- Include timestamps on screenshots
- Provide complete communication records, not partial conversations
- Submit authentic, unaltered evidence
- Include context for all documentation
5. DISPUTE CATEGORIES AND WHAT TO EXPECT
5.1 Product Quality Disputes
Common Issues:
- Item not matching description
- Defective or damaged products
- Missing parts or accessories
- Quality below reasonable expectations
Resolution Approach:
- We’ll compare your photos with the original product listing
- Review industry standards for similar products
- Consider the vendor’s response and offered remedy
- Determine if listing was accurate and complete
5.2 Shipping and Delivery Disputes
Common Issues:
- Late delivery beyond stated timeframes
- Lost packages without resolution
- Incorrect shipping charges
- Damage that occurred during shipping
Resolution Approach:
- Review stated shipping policies and timeframes
- Check tracking records and delivery confirmation
- Evaluate carrier responsibilities vs. vendor responsibilities
- Consider circumstances beyond anyone’s control
5.3 Return and Refund Disputes
Common Issues:
- Vendor denying legitimate return requests
- Delayed refund processing
- Disagreement over item condition for returns
- Unexpected restocking fees
Resolution Approach:
- Review the vendor’s stated return policy
- Assess whether return meets stated criteria
- Evaluate condition of returned items
- Check if proper return procedures were followed
5.4 Communication and Service Disputes
Common Issues:
- Vendor not responding to messages
- Poor or unprofessional customer service
- Misleading information provided
- Vendor behavior that violates marketplace standards
Resolution Approach:
- Review communication response times and quality
- Assess professionalism of interactions
- Evaluate accuracy of information provided
- Consider patterns of behavior with other customers
6. DISPUTE RESOLUTION TIMEFRAMES
6.1 Standard Timeline
- Initial Response: We acknowledge your dispute within 24 hours
- Vendor Response Time: Vendors have 3 business days to respond
- Investigation Period: Most disputes resolved within 15 business days
- Final Decision: Issued within 5 business days of case completion
- Implementation: Resolution actions completed within 3 business days
6.2 Expedited Cases
Some disputes receive faster handling:
- Safety or security concerns
- High-value transactions
- Account access issues
- Payment processing problems
- Time-sensitive matters
7. POSSIBLE OUTCOMES AND REMEDIES
7.1 Financial Remedies
- Full or partial refunds
- Account credits for future purchases
- Shipping cost reimbursements
- Compensation for documented damages
7.2 Corrective Actions
- Product replacements or exchanges
- Re-shipping of orders
- Vendor policy compliance requirements
- Service re-performance
7.3 Account Actions
- Vendor warnings or education
- Account restrictions or suspensions
- Product listing removals
- Performance monitoring
8. APPEALS PROCESS
8.1 When You Can Appeal
You may request an appeal if:
- You have new evidence not previously considered
- You believe there was an error in the decision process
- The resolution significantly impacts your account or finances
- You feel the decision doesn’t align with stated policies
8.2 How to Appeal
- Submit your appeal within [X] days of the final decision
- Clearly explain why you believe the decision should be reconsidered
- Provide any new evidence or information
- Pay applicable appeal fees (if any)
- Wait for review by our appeals team
8.3 Appeal Review Process
- Independent review by senior customer service staff
- Consideration of new evidence and arguments
- Policy compliance verification
- Final decision within 5 business days
- Appeal decisions are final and binding
9. PREVENTION AND BEST PRACTICES
9.1 For Customers
- Read product descriptions and vendor policies carefully before purchasing
- Ask questions before buying if anything is unclear
- Keep records of all communications and transactions
- Report issues promptly rather than waiting
- Be reasonable and specific in your communication
9.2 Working with Vendors
- Give vendors a fair chance to resolve issues directly
- Be clear about what resolution you’re seeking
- Provide evidence to support your position
- Remain professional even when frustrated
- Follow proper return procedures if applicable
10. SPECIAL SITUATIONS
10.1 International Orders
- Additional time allowed for communication across time zones
- Currency conversion considerations in refunds
- Customs and import duty factors
- Local law compliance may affect resolution options
10.2 High-Value Purchases
- Enhanced evidence requirements
- Potential third-party expert evaluation
- Extended investigation periods
- Additional verification procedures
10.3 Recurring Issues
- Pattern analysis for systematic problems
- Vendor performance evaluation
- Policy clarification and updates
- Enhanced monitoring procedures
11. EXTERNAL ARBITRATION
11.1 When Arbitration May Be Required
External arbitration may apply for:
- Disputes exceeding 5,000 Saudi riyals in value
- Unresolved appeals
- Complex legal matters
- Multi-party disputes
11.2 Arbitration Process
- Conducted by competent arbitration service
- Location: Riyadh, Saudi Arabia
- Binding arbitration per marketplace terms
- Professional arbitrator assignment
- Costs allocated according to arbitration rules
12. CONTACT INFORMATION
For dispute resolution assistance:
Dispute Resolution Center:
- Email: disputes@juandeal.com
- Hours: 10AM – 4PM, weekdays (Sunday – Thursday)
- Online: Access through your account dashboard
Appeals Department:
- Email: appeals@juandeal.com
Customer Service:
- Email: support@juandeal.com
- Live Chat: Available in your account
This dispute resolution policy is designed to provide fair and efficient resolution of conflicts while protecting the rights of all parties. We encourage direct communication first, but we’re here to help when you need additional support.