SelliExpress Online Shopping Dispute Resolution Policy

At SelliExpress, we are committed to providing a smooth and satisfactory shopping experience. However, we understand that disputes may arise from time to time. This Dispute Resolution Policy outlines the steps both customers and sellers must follow to resolve any issues fairly and efficiently.

1. Purpose

This Dispute Resolution Policy is designed to provide a clear process for resolving disputes between customers and sellers, ensuring fairness and transparency for all parties involved. It applies to disputes related to product purchases, returns, refunds, and any other services offered by SelliExpress.

2. Scope

This policy covers:

• Disputes between buyers and sellers on the SelliExpress platform
• Disputes regarding order fulfillment, product quality, or payment
• Complaints about misrepresentation, delays in shipping, or damaged goods

3. Initial Resolution Process

If a dispute arises, the following steps should be taken:

Step 1: Contact the Seller

• Customers: If you have an issue with a product or service, we encourage you to contact the seller directly through the SelliExpress messaging system or provided contact details. Most issues can be resolved through direct communication between the buyer and seller.

Step 2: Escalate the Dispute to SelliExpress

• If the issue cannot be resolved with the seller within 3 business days, you may escalate the dispute to SelliExpress by contacting our support team at support@selliexpress.com.
• When escalating a dispute, provide all relevant information, including order details, communication with the seller, and any evidence supporting your claim (e.g., photos, receipts, or messages).

4. Mediation by SelliExpress

• Upon receiving an escalated dispute, SelliExpress will review the details and mediate between the buyer and seller.
• We will aim to resolve the dispute within 5-7 business days from the date the dispute was escalated. Both parties will be required to cooperate and provide any necessary information.
• SelliExpress may contact both the buyer and seller for additional clarification and will attempt to facilitate a fair resolution.

5. Resolution Options

Based on the outcome of the mediation, SelliExpress may recommend one of the following resolutions:

• Refund: The buyer may be eligible for a partial or full refund, depending on the circumstances.
• Replacement: The seller may be required to send a replacement product if the original item was damaged, defective, or not as described.
• Compromise: Both parties may agree to an alternative solution, such as store credit or an exchange.

6. Binding Decision

If both parties cannot reach an agreement through mediation, SelliExpress may issue a binding decision based on the evidence presented. This decision may involve a full or partial refund, replacement, or dismissal of the dispute. All parties are required to comply with the decision issued by SelliExpress.

7. Timeframe for Filing a Dispute

• Buyers must file a dispute within 7 days of receiving the product.
• Disputes filed after this period may not be considered, except in exceptional circumstances (e.g., fraud or misrepresentation).

8. Fraudulent Claims

• Any attempt to make fraudulent claims or provide false information during the dispute resolution process may result in the suspension or termination of the offending party's SelliExpress account.

9. Contact Us

If you have any questions about this policy or need assistance with a dispute, please contact SelliExpress Customer Support at support@selliexpress.com or call [Customer Support Number].