Start with communication
The customer and vendor should first attempt a prompt, respectful resolution through official order communication.
Dispute Resolution
Open a dispute
If unresolved, submit the order reference, requested outcome and relevant messages, photographs, tracking or other evidence.
Review
VENDORAR may request information from each party and consider listing terms, delivery evidence, policies, payment records and applicable law.
Possible outcomes
Outcomes may include release of funds, refund, partial refund, replacement, return, account action or referral to an external process where appropriate.
VENDORAR GUIDE
A structured process for resolving transaction problems
When a customer and vendor cannot resolve an order problem directly, VENDORAR may provide a dispute process. The goal is to reach a fair, evidence-based outcome under the transaction terms, marketplace policies and applicable law.
Raise the issue promptly
Start with a clear description of what happened, the remedy requested and any steps already taken. Select the relevant order and preserve messages, listing details, payment records, photographs, tracking and other information that may help.
Deadlines matter because delay can make delivery, product condition or payment evidence harder to verify. Users should continue to protect the item and follow reasonable instructions while the case remains open.
Evidence and review
VENDORAR may invite each party to provide relevant evidence and a response. Useful material can include the listing at purchase, dispatch records, proof of delivery, packaging photographs, serial numbers, inspection reports and communication history.
Decisions are based on the quality and consistency of available information, not simply the number of messages submitted. Altered evidence, threats, harassment or attempts to move the dispute outside authorised channels can affect account standing.
Outcomes and escalation
An outcome may include replacement, return, refund, partial adjustment, repair, release or withholding of funds, no remedy, or another proportionate step. VENDORAR may facilitate rather than legally adjudicate disputes between independent parties.
If a review or appeal route is offered, submit new or overlooked evidence within the stated time. Nothing in this process removes non-waivable legal rights or access to regulators, courts, arbitration or other remedies that law or an applicable agreement provides.
Frequently asked questions
What evidence is most useful?
Contemporaneous order records, clear photographs, tracking, product identifiers and concise communications tied to the exact issue are generally most useful.
Can I appeal a decision?
Where an appeal or review is available, follow the instructions and provide material information that was not considered or explain a clear factual error.
Must I communicate respectfully?
Yes. Abuse, threats, discrimination or harassment are prohibited and do not strengthen a claim.
Information on this page should be read together with the applicable VENDORAR terms and policies. Where a transaction has special conditions, the terms shown during checkout or onboarding will also apply.
