A buyer can dispute and get bibiz to step in to their return issues when an arrangement can't be reached with the seller. Buyer can dispute when:

-- The return request is rejected

-- The refund is rejected after shipping off the item to the seller

A dispute agent will be assigned to review the order history leading to the dispute, a attempt to come to a resolution within 5 business days. Depending on the dispute reason, we will look at the proofs, prior exchange between both parties, circumstances - including the buyer's history and seller's profile, in order to set a judgement.

Step 1: Go to Seller Dashboard

Step 2: Select "My Sales"

Step 3: At dispute order "Activities", select "View discussion"

Step 4: You can check the dispute discuss at "Discussion Board" 

Step 5: After bibiz has made the judge, select "Your Status" to update the buyer.

Step 6: Click "Post" after complete

Outcomes of dispute

1. Buyers to return

In most cases, the buyer is entitled to return shall these reasons are proven to be true based on the proofs:

 - Doesn't fit
 - Received wrong item
 - Item doesn't match description/pictures
 - Missing accessory/freebie
 - Faulty item/Item doesn't work properly
 - Counterfeit (If the listing claims authenticity and the certificate of authenticity can't be provide by the seller)
 - Damage

The dispute team is unlikely to judge for the refund without return unless the item is in damaged condition that is not feasible to return. Damage can generally be categorized: 

A. Item is packed correctly and damaged: All packing guidelines has been complied but the item arrives damaged. Investigation would typically validate your packing practice with the buyer, and judge return and refund under the responsible courier.

B. Item is not packed correctly and damaged: Upon investigation, we find that the item wasn't packed properly leading to the damage. As a seller, you are responsible to ensure that the item arrives safely and if the item arrives damaged because of poor packing practice, disoute team will judge for a return and refund under the seller. The buyer is required to return item in condition in which it was received, and will be guaranteed a refund by the seller even if the item is damaged further in return shipping. 

2. Buyer to receive refund (after seller received the returned item)

Dispute team will issue a refund to buyer if they have returned the item in condition in which it was received.

When you receive the returned item, the buyer need to be refunded unless:

 - Item is damaged during return shipping because it wasn't packed properly

 - Item doesn't fulfill the return condition e.g. item is used, altered, incomplete, original package damaged (refer below the extended list with exceptions)

If the item is damaged during return shipping - even though the item is packed according to the return packing guidelines by the buyer, you can submit your damage claim within 25 days from item's delivered date by following these steps:

Step 1: Go to "Contact us"

Step 2: Fill in "User name" & "email"

Step 3: Fill in "Subject - Damaged Items"

Step 4: Fill in "Comment" fill in order number and claim reason

Step 5: Submit the form

3. Dispute to be closed with no return/refund

When there is insufficient proof to support the buyer's claim and it can't be provided within the given timeline, the dispute will be closed with no return and refund.

Quality of Proof

Quality of the proof you submitted will be important for us to make a sound resolution - poor picture/video quality or irrelevant proof will be judged insufficient to support you claim.

For returns due to damage, we will be validating the seller's packing practice from the buyer but it is a goo practice to always have picture/video proof of the internal view (the item) and external view (the package) of your orders before you ship out.

Follow each of your dispute case closely in the "Dispute progress" tab in return orders, and respond to request for proof within 3 business days to avoid judgement in the buyer's favour. In any case if your proofs are unclear, a notice will be given for a resubmission - if it is still within the given timeline.

Tips:

For high-volume operations, we recommend sellers to invest in a CCTV system that can be used as proof to show how each item is packed before handing it off to the delivery partner.

What do I do if I am not satisfied with the dispute resolution?

For each dispute, we look at the available proofs, prior exchange between both parties, circumstances, the buyer's history and the seller's profile in an attempt for a fair resolution.

The decision made at the closure of a dispute is final and can be appealed if new information is presented, which was not reviewed in the original investigation. If you would like to appeal the judgement of a dispute, you can do so by reaching out to "Contact us" in subject title as Disagree with bibiz dispute management.

Tips to avoid dispute

Dispute can happen to any seller, and handling them well can go a long way to keeping buyers happy and your seller's standard and rating positive. Whenever possible, try to resolve the issue with the buyer directly without having to escalate inti a dispute.

Be Constructive - Focus on the solution and let the buyer know you want to find a resolution. Be positive in your communication as it helps with coming to an agreement easier.

Assume the best - The buyer likely wants the same thing you want. Start the conversation with an open mind and understand what is the issue - many cases started with genuine misunderstandings.