If a customer has a problem with a product or order from a MyDeal Seller, they can first try to resolve this issue directly with the seller by contacting them through their MyDeal account. If the customer is unable to resolve their issue with the seller, they can escalate their issue to MyDeal and raise a dispute.
When a dispute case is opened, MyDeal will first attempt to negotiate with both parties to resolve the dispute in a way that is agreed upon by both parties. However, if neither party can agree, MyDeal then becomes the decision maker and will determine the outcome of the case. The steps in this process are outlined below.
What happens when a customer escalates their complaint to us?
To escalate their complaint and open a dispute case, the customer must have first attempted to resolve their issue with the seller. If the customer has not contacted the seller about their problem, MyDeal will not allow the customer to open a dispute case.
If the customer has contacted the seller and:
- not received a substantive response to their request within 2 Business Days of contacting the seller; or
- has not been able to resolve their issue with the seller within 5 Business Days,
their complaint will be eligible for dispute resolution. To raise a valid dispute, the customer must provide us with enough information about their issue to enable a proper response from the seller.
Step 1: Notifying the parties to the dispute
Once a customer escalates their complaint to us, we will contact both the seller and the customer by email to notify them a dispute case has been opened. We will provide the seller with details of the customer’s dispute, and ask the seller to provide a response.
Step 2: Seller response and attempt to resolve the dispute
The seller has 2 business days to provide a response. If the seller does not respond, we may make a decision about the customer’s dispute without involving the seller.
Once we receive the seller's response, our aim is to help the seller and the customer work together to find a resolution. If we cannot get the parties to agree on a resolution within 10 days of receiving the seller’s response, or if we reasonably believe, based on the actions of the seller or the customer, that an agreement will not be reached, we will notify each party that the dispute has not been resolved, and we will determine the outcome based on Step 3 below.
Step 3: MyDeal can make a decision
Where disputes are unresolved within the 10 days, or if we otherwise need to resolve the dispute earlier based on the actions of either party, MyDeal becomes the decision maker in the dispute.
We will review all of the information submitted by both the customer and the seller about the dispute, and may request further information if we determine it is necessary. In deciding on a proper outcome to the dispute, we will consider things such as:
- Both the seller’s and customer’s attempts to resolve the dispute to date, and whether or not genuine and reasonable steps are being taken to resolve the dispute;
- Whether the seller has complied with our Product Returns and Refund Policy and the customer’s rights;
- Any other facts or circumstances we believe are relevant to the dispute, including things which may be outside the control of either the seller or customer.
Once we have determined the outcome of a dispute, we will notify each side of the outcome with the reasons for the decision. If the outcome is in favour of the customer, we will advise the seller of the remedy they need to provide and they will have 2 business days to provide or arrange for the appropriate remedy (for example by actioning a refund, or sending the customer a replacement).
If the seller does not action the appropriate remedy within the required time frame, or we reasonably believe the seller does not intend to action the remedy, we may provide the appropriate remedy to the customer and recover any losses from the seller as set out in our Seller Terms and Conditions.