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- Wholesale-Outlets policy on escalated disputes
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Preface
Disputes submitted to Wholesale-Outlets can be divided into 2 types: (1) the package is not received; and (2) the received item isn’t what you expected. Described below are the guidelines and principles of how Wholesale-Outlets handles these escalated disputes.
Guidelines
- Wholesale-Outlets will help deal with all opened disputes. But we encourage buyers and sellers to communicate with each other before disputes are opened.
- Wholesale-Outlets will follow the agreement worked out by both buyer and seller if an agreement is submitted within 5 business days. Otherwise, Wholesale-Outlets will make a decision for the case.
- Wholesale-Outlets is a platform and will rule as an impartial judge.
- Wholesale-Outlets's decision for a case will be announced 15 business days after a dispute has been submitted to Wholesale-Outlets.
- For every dispute submitted to Wholesale-Outlets, both buyer and seller are required to submit evidence, including tracking document, etc. If any party fails to co-operate, Wholesale-Outlets 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
After the dispute is escalated, the buyer (and the seller if necessary) is/are required to provide effective proof including copies of shipping document within 5 business days. Wholesale-Outlets will make arbitration within 10 business days after all the evidence is received.
