Dispute Resolution Process




Objective Of The Dispute Resolution Process :

  • To provide buyer’s a platform to raise their concern / complain about the item
  • To safe guard the interest of buyers from any negligence / error at sellers end
  • To earn trust of buyers on transactions done through Craftsvilla Marketplace
  • To provide sellers one single platform where all issues / complains can be seen, improvement steps can be chalked out

Craftsvilla’s Dispute Resolution Centre :

Most of the times our buyers would have a good buyer experience, but sometimes problems can occur. We advise and encourage buyers to communicate with the sellers about the problem. We at Craftsvilla believe that our sellers would do their best in resolving buyer issues as customer satisfaction is prime priority for us and our sellers. In rare case if your problem is not resolved directly with the seller, you have Craftvilla’s Dispute Resolution Centre.
Craftvilla’s Dispute Resolution Centre is an online communication tool that can help buyers raise their concern on bad / poor experience related to a transaction. Sellers / Buyers can track, manage, resolve, or close any existing disputes through this platform. All information posted in this tool will be accessible anytime by the seller or buyer, and Craftvilla Customer Support.

 




Disputes Can Be Broadly Classified Into Two Buckets :


  • 1) Item Not Received – Buyers can raise an Item Not Received (INR) in cases where they have not received their items within 15 days (domestic buyers) and 25 days (international buyers) of the payment date.
  • 2) Item Not As Described : Buyers can file an Item Not As Described (INAD) in cases where they received an item which is significantly different from what was shown in the images and as depicted in the description of the item.

 

Buyers are advised to use INR & INAD only when direct communication with the sellers has not been fruitful in getting resolution.

Process :

INR
  • Buyer raises INR indicating that he / she has not received the item within specified timeline
  • Seller receives an email about the dispute being raised
  • Seller replies on the dispute with current status
  • Seller gets 4 options A) Communicate with the buyer B) Provide Tracking Number C) Escalate Dispute to Customer Support D) Refund Buyer
  • If seller fails to reply within 7 days, system will execute Option D above
  • Basis sellers Response, buyer can either continue communicating with the seller, verify tracking, or if he is not convinced with sellers response, he can escalate the dispute to Customer Support
  • All Escalated Cases will be handled by Craftsvilla’s Dispute Resolution (CDR) Team

INAD

  • Buyer Raises INAD indicating that item received is significantly different from listing description / images
  • Seller receives an email about the dispute being raised
  • Seller replies on the dispute with his perspective
  • Seller gets 4 options A) Communicate with the buyer B) Escalate Dispute to Customer Support C) Refund Buyer
  • If seller fails to reply within 7 days, system will execute Option C above
  • Basis sellers Response, buyer can either continue communicating with the seller or if he is not convinced with sellers response, he can escalate the dispute to Customer Support
  • All Escalated Cases will be handled by Craftsvilla’s Dispute Resolution (CDR) Team
  • If CDR team decides case in favor of the buyer, item needs to be returned to the seller, shipping charges borne by Craftsvilla

Other Timelines :

  • Disputes can be filed after 15 days from the payment date and till 60 days from payment date
  • If buyers don’t respond to sellers communication within 30 days of sellers response, dispute is automatically closed in sellers favor
  • If dispute is closed in buyers favor, sellers can appeal that decision within 7 days of dispute closure, only if they have additional proof like POD, Online tracking, etc