If you’ve recently bought an item from Catch Marketplace and it didn’t meet your expectations or specifications as advertised, we’re here to help.
Catch has a dedicated team of Dispute Resolution Specialists who are here to help you solve Marketplace order issues, in accordance with Australian Consumer Laws.
Dispute Support is our way of finding a solution to any problem you may have regarding your purchase from a Catch Marketplace seller.
When should I raise a dispute?
· The shipment has not reached you within the stated time frame.
· The Product received did not meet expectations or was different from the seller’s description.
· The product was purchased through an unauthorised transaction.
· The seller has not responded to you within a reasonable time frame.
What evidence or documents do I need to show?
When you submit a dispute against a seller, the more information you can give us about the issue, the better we can help to resolve it.
· Photos of product if damaged.
· Delivery acknowledgement receipt.
· Anything else that can support your claim.
To support for your dispute, use the "Submit a Request" button below.
Unsure if you should raise a dispute? Click here.
Please allow up to 2 business days for us to start processing your request. We will take the following steps:
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.
We’re here to help!