Dispute Resolution Policy

  • ABOUT THIS DISPUTE RESOLUTION POLICY
  • HOW CAN I REPORT AN ISSUE OR COMPLAINT?
  • WHAT HAPPENS AFTER I REPORT AN ISSUE OR COMPLAINT?
  • WHAT HAPPENS IF MY ISSUE OR COMPLAINT IS NOT RESOLVED TO MY SATISFACTION?
  • CAN I CONTACT SELLERS DIRECTLY?
  • WHAT IF A SELLER REFUSES TO COOPERATE IN THE DISPUTE RESOLUTION PROCESS?
  • OTHER HELPFUL SOURCES OF INFORMATION
  1. About this Dispute Resolution Policy
    ebuy strives to offer a seamless and user-friendly experience across our marketplace. However, disputes
    between customers and sellers and/or ebuy will occasionally occur.
    This policy provides guidance to customers on how to report issues or complaints and resolve disputes.
  2. How can I report an issue or complaint?
    To report an issue or a complaint you may contact ebuy customer service by email: [email protected]
    Report security breaches and suspected frauds Email to: [email protected]
    Data privacy related requests Email to: : [email protected]
    Legal disputes Email to: : [email protected]
    Report incorrect product information Email to: [email protected]
    Report infringing products Email to: [email protected]
  3. What happens after I report an issue or complaint?
    After you report and issue or a complaint, ebuy shall take the following steps:
    o Record the following information for purposes of keeping you updated and tracking the issue:
    o your name and contact details; and
    o the nature of the issue
    o Issue a reference number for the complaint for tracking purposes.
    oSend you regular email updates on the steps taken to resolve the issue, in the event that it is not
    resolved upon first contact.

        o Notify you via email once the matter has been resolved and seek your confirmation of your level
           of satisfaction with resolution.

  1. What happens if my issue or complaint is not resolved to my satisfaction?
    Where possible, we will attempt to resolve issues at the first point of contact with the customer service
    team.
    The customer service team may request additional information from you and they will investigate the
    issue, considering all relevant circumstances and information available.
    In the event that the issue is not resolved within 48 hours of your first contact, it will be automatically
    escalated to the customer experience team as the final level of escalation. We endeavor to resolve all
    issues within 5 business days of your first contact.
  2. Can I contact sellers directly?
    ebuy will make every effort to contact sellers to resolve customer complaints on behalf of our customers.
    However if these efforts are unsuccessful, customers may also request direct contact details for sellers,
    by contacting customer service.
  3. What if a seller does not cooperate in the dispute resolution process?
    Any seller that fails to cooperate in good faith to resolve a customer’s complaint may have its seller
    account restricted or terminated.
  4. Other helpful sources of information
    Please refer to the following other helpful sources of information on ebuy