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Case Resolution Policy
Clear guidelines and procedures for resolving disputes between buyers and sellers on Xaysi Marketplace.
Dispute Resolution Policy
At Xaysi Marketplace, we understand that occasionally issues may arise with orders that require intervention and resolution. Our Dispute Resolution Policy is designed to provide a fair, transparent, and efficient process for addressing concerns between buyers and sellers. This policy establishes clear guidelines for opening cases, determining eligibility, and reaching resolutions that protect the interests of all parties involved.
We believe in empowering our community to resolve issues directly whenever possible, while also providing a structured framework for Xaysi’s intervention when necessary. Our goal is to ensure that every transaction on our platform meets our standards of quality, accuracy, and customer satisfaction. By following the procedures outlined in this policy, buyers and sellers can navigate disputes with confidence, knowing that a fair outcome is our priority.
Key Policy Highlights
Our Case Resolution Policy covers the complete process from opening a case through final resolution, including eligibility requirements, timelines, and the specific circumstances under which Xaysi Marketplace will intervene to ensure fair outcomes for both buyers and sellers.
1. Opening a Case
If you encounter any issues with your order, such as the need for a return, refund, or other concerns, the first step is to reach out directly to the seller. You can contact the seller via the “Help with Order” option located in your Purchases and Reviews section. It’s essential to review and understand the seller’s shop policies regarding returns and refunds prior to making a purchase.
Sellers are expected to respond to buyer inquiries, including requests made through the “Help with Order” link, in a timely manner. If the seller does not respond within 48 hours or fails to resolve the issue within this timeframe, you may escalate the matter by opening a case. A case is initiated when a buyer informs Xaysi Inc. Marketplace that the issue has not been resolved with the seller.
Important Notes:
- You must have a registered Xaysi Inc. Marketplace account to open a case. If you made a purchase without an account, you will need to create one in order to proceed.
- Only one dispute resolution method can be pursued at a time. If a chargeback has been initiated with your payment provider, you cannot open a case on Xaysi Inc. Marketplace. Should a chargeback occur after a case has been opened, the case will be closed.
- For PayPal transactions, you may be directed to contact PayPal directly for refund requests.
2. Case Eligibility
To be eligible for case resolution, the following conditions must be met:
- The issue must fall within the applicable time frame, which depends on the estimated delivery date, processing time, or, for made-to-order items, the designated time for downloadable products.
- You must have contacted the seller using the “Help with Order” option in the Purchases and Reviews section and allowed the seller 48 hours to address the issue.
- Cases may be opened for the following reasons:
- Non-delivery
- Damaged items
- Items that do not match the description provided in the listing
For downloadable items:
- If the item is an instant download, you must have successfully downloaded it before initiating a case.
- For made-to-order items available for download, the download should occur within the time frame specified by the seller.
Xaysi Inc. Marketplace’s Purchase Protection Program:
- If an item is not delivered, arrives damaged, or does not meet the description, Xaysi Inc. Marketplace may intervene to resolve the case, which could include issuing a full refund, including shipping and taxes, to the buyer.
- Refunds may be provided either to the original payment method or as marketplace credits, depending on the situation.
3. Ineligible Disputes and Transactions
The following disputes or transactions are not eligible for resolution through our case system:
- Items that have been altered, used, worn, washed, or discarded after receipt.
- Items that are accurately described but do not meet the buyer’s personal expectations.
- Disputes concerning shipping fees or additional charges.
- Transactions where payment was made outside of Xaysi Inc. Marketplace’s official payment system.
- Items purchased in person or outside the Xaysi Inc. Marketplace platform.
- Cases related to local warranty or return laws specific to the seller’s products may also not qualify for case resolution.
4. Case Resolution
Once a case is opened, Xaysi Inc. Marketplace will typically resolve it by issuing a refund to the buyer if applicable. However, additional information from either the buyer or the seller may be required to complete the resolution.
Sellers must respond to requests for additional information within 2 calendar days. Xaysi Inc. Marketplace reserves the right to expedite case resolutions when necessary, such as in cases of seller inactivity, harassment, or attempts to manipulate the case process.
Xaysi Inc. Marketplace may close a case if no participation is received from either party or may reopen it for further investigation as needed.
If a resolution cannot be reached within 365 days, the matter will be deemed a late delivery, and a full refund will be issued to the buyer.
Our Resolution Principles
The fundamental values that guide our case resolution process and ensure fair outcomes for all parties.
Fairness & Equity
We maintain balanced policies that protect both buyers and sellers while promoting fair marketplace practices and resolutions.
Timely Resolution
We prioritize efficient case processing with clear timelines to ensure issues are resolved promptly for all parties.
Protection & Security
Our process ensures protection for legitimate claims while preventing abuse of the resolution system.
Need Help With a Case?
Our dedicated support team is available to help you understand our case resolution process, address any concerns, and ensure you have complete clarity about your rights and responsibilities when opening or responding to a case.