When a dispute is initiated, we take the following steps to resolve it.
Step 1: Incident notification
We will notify via email both the seller and the buyer that a dispute has been raised.
Step 2: Fact finding
Our Dispute Resolution Specialists will review all communications history between the seller and the buyer and then call or email both parties to gather more information. The more information you can provide, the easier it will be to provide a fair determination.
Step 3: Determination
Once all facts are received, the Dispute Resolution Specialist will make a determination. They do so according to Australian Consumer Laws, and what is fair and reasonable in the circumstances. The determination will be communicated to both parties in writing and the result will be enforced. Typically this may be a refund, a goodwill credit or product replacement.
Step 4: Resolution
The Dispute Resolution Specialists determination is final. If either party is unsatisfied with the resolution, you may contact Consumer Affairs in your State or Territory.
What if I am unsatisfied with the outcome of my dispute?
If you are not satisfied by the result of your dispute, you can contact Consumer Affairs in your State or Territory.