Dispute Resolution Process
Learn how to resolve conflicts with vendors effectively using digiMall's structured dispute resolution system.
When to Consider a Dispute
Consider formal dispute resolution when you encounter these situations:
Product Issues
- • Item significantly different from description
- • Defective or damaged products
- • Wrong items shipped
- • Counterfeit or fake products
Delivery Problems
- • Order not received within promised timeframe
- • No tracking information provided
- • Package lost or stolen without resolution
- • Incorrect delivery address used by vendor
Service Issues
- • Vendor unresponsive to legitimate concerns
- • Refusal to honor return/refund policy
- • Unprofessional or inappropriate communication
- • Failure to provide promised services
Before Filing a Dispute
Always attempt direct resolution first:
Step 1: Direct Communication
- Contact the vendor through digiMall messaging
- Clearly describe the issue with specific details
- Attach evidence such as photos or screenshots
- State your desired resolution (refund, replacement, etc.)
- Allow reasonable time for vendor response (48-72 hours)
Example Resolution Request:
"Hello [Vendor Name],
I received order #[Order Number] on [Date], but the product differs significantly from your listing:
- [Specific issue 1]
- [Specific issue 2]
Attached are photos showing the problems. I would like to return the item for a full refund as per your return policy.
Please let me know how to proceed.
Thank you,
[Your Name]"
I received order #[Order Number] on [Date], but the product differs significantly from your listing:
- [Specific issue 1]
- [Specific issue 2]
Attached are photos showing the problems. I would like to return the item for a full refund as per your return policy.
Please let me know how to proceed.
Thank you,
[Your Name]"
Step 2: Document Everything
Keep detailed records of all interactions:
- Screenshots of product listings and descriptions
- Photos of received items showing any issues
- All message exchanges with the vendor
- Order confirmation and tracking information
- Payment receipts and transaction details
digiMall Dispute Process
If direct communication fails, digiMall offers structured dispute resolution:
Phase 1: Automated Resolution
System Analysis
digiMall's system automatically reviews the dispute based on order history, vendor performance, and evidence provided.
- • Simple cases may be resolved immediately
- • Automated refunds for clear policy violations
- • Vendor compliance checks against platform rules
Phase 2: Mediation
Human Mediator Assignment
A trained digiMall mediator reviews the case and facilitates resolution between you and the vendor.
- • Mediator contacts both parties within 24 hours
- • Additional evidence may be requested
- • Resolution proposals presented to both parties
- • Most disputes resolved within 5-7 business days
Phase 3: Final Arbitration
Executive Review
Senior digiMall staff make final binding decisions for complex or high-value disputes.
- • Comprehensive case review by experienced staff
- • Final decision communicated to both parties
- • Resolution enforced through platform controls
- • Appeals considered only for procedural errors
Types of Resolutions
Refunds
- Full Refund - Complete return of purchase price
- Partial Refund - Compensation for specific issues
- Credit/Voucher - digiMall credit for future purchases
Replacements
- Direct Replacement - Vendor sends correct/working item
- Upgrade - Better version to compensate for issues
- Alternative Product - Similar item of equal value
Service Remedies
- Expedited Shipping - Faster delivery for delays
- Extended Warranty - Additional protection period
- Service Credits - Compensation for inconvenience
Your Rights During Disputes
Protected Rights
- • Fair and impartial review of your case
- • Right to present evidence and arguments
- • Protection from vendor retaliation
- • Regular updates on dispute progress
- • Escalation options if unsatisfied with initial resolution
Vendor Responsibilities
Vendors are required to:
- Respond to dispute notifications within 48 hours
- Provide evidence supporting their position
- Comply with platform policies and their own stated policies
- Participate cooperatively in the resolution process
- Honor final dispute decisions
Best Practices for Dispute Success
Be Professional
- Use respectful language in all communications
- Stick to facts rather than emotional appeals
- Avoid personal attacks or inflammatory statements
- Focus on specific issues and desired outcomes
Provide Strong Evidence
- Take clear photos showing product issues
- Include timestamps and context in documentation
- Save original product listings and descriptions
- Maintain records of all payment and shipping information
Be Reasonable
- Request appropriate compensation for actual damages
- Consider vendor perspective and constraints
- Accept fair compromise solutions when offered
- Focus on resolution rather than punishment
Important Note
False or fraudulent disputes can result in account penalties. Only file disputes for legitimate issues and always attempt direct resolution first.
After Resolution
If Satisfied with Resolution
- Confirm receipt of refund or replacement
- Update your review to reflect final outcome
- Continue normal relationship with vendor if appropriate
- Provide feedback on the dispute process
If Unsatisfied with Resolution
- Review the decision carefully to understand reasoning
- Consider whether grounds exist for appeal
- Contact digiMall support for clarification if needed
- Document the experience for future reference
Remember: The dispute process is designed to be fair to both buyers and vendors. Approach it professionally and focus on finding mutually acceptable solutions whenever possible.