Dispute Resolution

Last updated: June 27, 2024

Adselle prioritizes a smooth and fair buying experience for both buyers and sellers. However, disputes may occasionally arise. This process outlines the steps involved in resolving buyer and seller disputes on the Adselle e-commerce platform.

Buyer Initiates Dispute

  • If a buyer encounters an issue with their order, they can initiate a dispute directly through their Adselle account.
  • The dispute form will require details like the order number, a clear description of the issue (e.g., incorrect item received, damaged product, non-delivery), and any relevant evidence (photos, communication with seller).

Notification and Communication

  • Once a dispute is filed, Adselle will notify both the buyer and seller via email.
  • The seller will receive a detailed description of the dispute and have the opportunity to respond within a designated timeframe (e.g., 48 hours).
  • Adselle encourages clear and professional communication between buyers and sellers to resolve the issue directly.

Dispute Resolution Options

  • Mutual Agreement (15 Days): If the buyer and seller can reach a mutual agreement within 15 days (e.g., full refund, partial refund, replacement product), Adselle will facilitate the resolution based on the agreed-upon terms.
  • Adselle Intervention (30 Days): If a direct resolution cannot be achieved within the 15-day timeframe, the dispute will escalate to Adselle for review.

Adselle Investigation (30 Days)

  • Adselle will review all available information, including the dispute details, order information, seller communication, and any additional evidence provided.
  • This may involve contacting both parties for clarification. Adselle aims to complete the investigation and reach a final decision within 30 days of receiving the dispute.

Dispute Resolution by Adselle

  • Based on the investigation, Adselle will issue a fair and final decision. This may include:
    • A full refund to the buyer if the seller is found to be at fault (e.g., incorrect item sent, damaged product).
    • A partial refund to the buyer if the issue is partially resolved (e.g., product arrives late but is undamaged).
    • No action taken if the dispute is found to be invalid or due to buyer negligence.

Communication of Decision

  • Adselle will communicate the final decision to both the buyer and seller via email. The decision will be clear, concise, and explain the reasoning behind it.

Refunds and Returns

  • Please note that all refunds and returns are handled directly by the sellers on our platform. Adselle will facilitate communication between buyer and seller but will not manage the physical return of products or the processing of refunds.

Additional Information

  • Sellers are encouraged to maintain clear and accurate product descriptions, high-quality product photos, and transparent shipping policies to minimize disputes.
  • Buyers are advised to carefully review product descriptions and seller reviews before making a purchase.

Benefits of Adselle's Dispute Resolution Process

  • Fairness and Transparency: Adselle prioritizes fair and transparent dispute resolution for both buyers and sellers.
  • Defined Timeframes: Clear timeframes are outlined for both mutual agreement (15 days) and Adselle intervention (30 days).
  • Communication and Efficiency: The process encourages communication between parties and aims for efficient resolution.
  • Focus on Customer Satisfaction: Adselle strives to maintain a positive buying experience for all users on the platform.
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