Disputes Q&A
Sometimes, issues arise during escrow transactions. When disagreements occur, all involved parties will enter the Zedlocker Dispute Process.
What is a Dispute?
Disputes can arise in a variety of situations, such as:
- Non-delivery of Goods or Services: The seller fails to deliver the goods or services as agreed upon in the contract.
- Quality Issues: The buyer receives goods or services that do not meet the agreed-upon standards or specifications.
- Payment Discrepancies: Disagreements over the amount or timing of payments.
- Contract Violations: Either party breaches the terms and conditions outlined in the contract.
- Misrepresentation: One party feels that the other has misrepresented the goods, services, or terms of the transaction.
- Late Delivery: The seller delivers the goods or services later than the agreed-upon date, causing issues for the buyer.
- Incomplete Delivery: The seller delivers part of the goods or services, but not the complete order.
A dispute can also happen when a buyer returns merchandise to the seller, but the seller rejects the returned merchandise. If the seller accepts the returned merchandise, there will no longer be a need to continue a dispute.
The dispute process starts when the buyer/seller marks the sent/returned merchandise as “Rejected” on their Zedlocker dashboard.
We expect the seller and the buyer to discuss and resolve the disputes within 7-working-days (Monday to Friday).
Zedlocker Dispute Process:
1. Return and Acceptance:
– Buyer Returns Merchandise: If the seller accepts the returned merchandise, a refund is processed for the buyer.
– Seller Rejects Merchandise: If the seller rejects the returned merchandise, both parties must notify Zedlocker at support@zedlocker.com.
2. Negotiation Period:
– Duration: 7 working-days for the buyer and seller to resolve the dispute without a third party.
– Reminders: Zedlocker sends reminder emails to both parties at intervals during the negotiation period.
– Resolution: If a resolution is reached, both parties must notify Zedlocker by emailing support@zedlocker.com with the terms of their agreement in writing (in the case that both parties cannot write, our team can help to prepare the terms of agreement).
– No Resolution: If both buyer and seller have refused to reach a resolution, a third party arbitrator will be recommended by Zedlocker and each party will be expected to comply.
PLEASE NOTE:
- Zedlocker will not release payment to any party until a dispute is resolved.
- Zedlocker may require additional personal information during a lingered dispute to help us hold each party accountable to their actions.
- Zedlocker may require each party to join a live call to help resolve lingering disputes.
- Zedlocker remains impartial and bases decisions solely on facts and tangible evidence. To support your case, we advise you to keep videos, pictures, and any other proof, including witnesses, during your transactions.
Frequently Asked Questions & Answers
To prevent disputes, ensure that all contract terms are clear and agreed upon by both parties. Keep thorough records of all communications, agreements, and transactions. Use Zedlocker’s platform to document every step of the process, including delivery and acceptance of goods or services.
Unless otherwise specified in the contract, the buyer is responsible for the cost of returning rejected goods/items to the seller.
If the seller fails to deliver on time, the buyer can initiate a dispute. Zedlocker will hold the payment until the issue is resolved. The buyer is advised to follow up with sellers and be considerate when it is necessary. Sellers are advised to always put the actual possible day they can deliver especially considering other possible factors.
If the goods do not meet the agreed-upon quality or specifications, the buyer can raise a dispute. Provide Zedlocker with evidence such as photos, videos, and any relevant communication. Zedlocker will mediate to resolve the issue based on the evidence provided.
If there is a payment discrepancy, both parties should provide evidence of the agreed payment terms and any transaction records. Zedlocker will review the evidence and mediate to find a fair resolution.
If there is a breach of contract, the affected party can raise a dispute. Zedlocker will review the contract terms and any evidence of the breach to determine the appropriate course of action.
Yes, if you believe the seller misrepresented the goods or services, you can initiate a dispute. Provide Zedlocker with evidence of the misrepresentation and the actual goods or services received.
If the seller delivers only part of the order, the buyer can raise a dispute so that Zedlocker will hold the seller’s payment. The buyer should provide evidence of the incomplete delivery and any communication with the seller. Zedlocker will hold the payment until the issue is resolved.
If the buyer fails to make the agreed payment, there won’t even be a contract in the first place. Zedlocker’s contract terms are initiated only after the buyer has made payment as proof of acceptance of the contract.
In this case, both parties should provide evidence of the condition of the goods before and after the return. Zedlocker will review the evidence and mediate to find a fair resolution. Note that intentionally fraudulent parties will be reported to the police.
The dispute resolution process typically involves a negotiation period followed by an arbitration period if necessary. The exact duration can vary depending on the complexity of the dispute and the responsiveness of both parties.