If the customer is unable to reach a reasonable resolution with our sellers via their ticket enquiry, they can escalate this matter to MyDeal for review. MyDeal will use all reasonable endeavours to assist the seller and the customer in resolving the problem.
- When a customer escalates a ticket to MyDeal, your ticket with the customer will be tagged with ‘Escalation’ for your reference.
- A new ticket between MyDeal and the seller is created in your Enquiry Inbox, in the view ‘Escalations from MyDeal’. MyDeal will discuss the issue with your team on this ticket.
- Seller participation is essential to the escalation process. MyDeal escalations are required to be resolved within 10 business days.
- MyDeal recommends to request evidence from the customer where applicable and to always ensure that you are following Australian Consumer Law.