Dispute process
Disputes
1. Understanding Trademic's Role
Trademic's goal is to promote a safe trading environment for our buyers. When transaction problems occur, Trademic provides assistance by facilitating communication between buyers and sellers, and providing services to protect against fraud.
2. What Trademic does?
- When suspicious activity is reported, Trademic investigates the situation. Trademic will warn, suspend, or otherwise sanction accounts that violate our policies.
- Trademic provides buyers with an easy way to communicate directly with the sellers.
- Trademic facilitates dispute resolution by providing buyers with a means to report and track their disputes.
- Trademic acts as an impartial judge for all the cases submitted.
3. Dispute Process
Trademic understands that it's never a pleasant experience to have a problem with a transaction. Often, the easiest way to resolve a problem is by communicating with your seller. If you have a problem, you can use Trademic's Dispute page in My Trademic to help track, manage, and resolve your dispute as quickly as possible.
Typically there are the following steps:
- Report a dispute
- Communicate with the seller
- (a) Close the dispute, or
(b) Approve the dispute resolution, or
(c) Submit the dispute to Trademic.
Reporting a dispute
There are two reasons for disputes:
- Items Not Received - you can use this if you have not received the item.
- Items Significantly Not as Described - you can use this if you felt the seller misrepresented the item in a way that directly affects the value or usability of the item.
To report a dispute:
- Log on to "My Trademic".
- Locate the order number in question.
- Click the "Dispute" link of the corresponding order number.
- On the Dispute page, select the problem you want to report.
- Follow the instruction and start communicating with the seller.
Once a dispute is open, the status of the order becomes "Dispute opened".
Communicating with the seller
To communicate with the seller:
- Log on to "My Trademic".
- Locate the order number in question.
- Click the "Dispute" link of the corresponding order number.
- Start communicating with the seller by posting messages.
- You can always post messages by clicking "Continue Response" button.
Closing a dispute
If the dispute is resolved, you can close the dispute so Trademic can release your payment to the seller.
To close a dispute:
- Log on to "My Trademic".
- Locate the order number in question.
- Click the "Dispute" link of the corresponding order number.
- On your Dispute page, click the "Close Dispute" button.
Note: If you have not closed the dispute within 15 business days, it will be automatically closed. When a dispute is automatically closed, you are not eligible to submit a dispute to Trademic, and your payment will be released to the seller.
Approving a dispute resolution
In some cases, the seller may submit a resolution. In this case, you will read the details of the resolution on the Dispute page. Once you approve the resolution, Trademic staff will process the order according to the approved resolution.
To approve a dispute resolution:
- Log on to "My Trademic".
- Locate the order number in question.
- Click the "Dispute" link of the corresponding order number.
- On your Dispute page, you may see a dispute resolution submitted by the seller. If you are satisfied with the resolution, click the "Approve" button.
Before a dispute resolution is approved, the status of the order is "Pending approval on dispute resolution". However, after the dispute resolution is approved, the status becomes "Agreement reached; pending Trademic to follow up".
Submitting a dispute to Trademic
If the dispute is not resolved within 15 business days, you can decide to escalate the case by submitting it to Trademic. By doing so, you request Trademic to be an impartial judge.
- Log on to "My Trademic".
- Locate the order number in question.
- Click the "Dispute" link of the corresponding order number.
- On your Dispute page, click the "Submit to Trademic" button.
Once a dispute is submitted to Trademic, the status of the order becomes "Dispute submitted to Trademic".
4. Trademic policy on Escalated Disputes
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Preface
Disputes submitted to Trademic can be divided into 2 types: (1) the package is not received; and (2) the received item is not what you expected. Described below are the guidelines and principles of how Trademic handles these escalated disputes.
Guidelines
- Trademic only deal with escalated dispute. Before the dispute can be submitted, it is time for buyers and sellers to communicate with each other.
- Trademic will follow the agreement worked out by both buyer and seller if an agreement is submitted within 5 business days. Otherwise, Trademic will make a decision for the case.
- Trademic is a platform and will rule as an impartial judge.
- Trademic's decision for a case will be announced 15 business days after a dispute has been submitted to Trademic.
- For every dispute submitted to Trademic, both buyer and seller are required to submit evidence, including tracking document, etc. If any party fails to co-operate, Trademic will rule in favor of the other party.
Principles
(A) If the package is not received:
1. Tracking number is invalid
- If a third party (neither buyer nor seller) fails to track a package via an online tracking system provided by the carrier, the seller bears full responsibility and has to pay all related costs.
2. The package is held at the customs
- If the item is retained for reasons bearing to authenticity, the seller is responsible for the refund and has to pay all the related costs.
- If the item is at customs because the buyer has not paid the related custom duties, or obtained the necessary import license, it is the buyer's responsibility to pay the customs duties and all related costs.
- Custom duties may incur when a seller ships several orders to a buyer in one lot. In this case, the seller bears full responsibility and pays all related costs.
3. The package is returned
- If there is a mistake in the address provided by the buyer, the buyer is responsible for the shipping fees and related costs.
- If the seller misspelled the address, the seller is responsible for paying shipping fees and related costs.
- If the carrier fails to deliver the package, seller should contact the carrier to resolve the problem.
(B) The received item isn't what you expected
1. If a buyer is not satisfied with the received item and likes to get full refund, he should return the item and provide us with tracking number within 5 business days after the dispute is submitted to Trademic. Once the seller and Trademic confirm the delivery of the returned item, refund will be arranged. It's buyer's responsibility to pay all the incurred shipping fees and custom duties, if any. The seller is responsible for all custom duties incurred at the seller's country.
2. Both buyer and seller are required to supply proof and copies of shipping document within 5 business days after a dispute has been submitted. Trademic will make a decision 10 business days after all the evidence is received. |
