Fair & Transparent Dispute Resolution
When issues arise, we provide a structured process to ensure fair outcomes for both customers and vendors, regardless of payment mode.
The Dispute Resolution Process
File Dispute
Customer opens a dispute within 14 days of delivery (or non-delivery) with supporting evidence.
Vendor Response
Vendor has 3 business days to respond with their evidence, shipping proof, or a solution.
CartDash Review
Our team reviews all evidence impartially and makes a determination within 5 days.
Resolution
Final decision enforced: Refund processed (Escrow) or Payment Obligation enforced (Pay After Delivery).
Valid Grounds for Opening a Dispute
Standard Escrow Disputes (Pre-Payment)
Applicable when you paid upfront and funds are held by CartDash:
- Non-Delivery: Item not received 14 days after promised delivery date
- Significantly Not as Described: Major differences from product listing (e.g., wrong model, material)
- Damaged/Defective: Item arrived broken or non-functional upon arrival
- Wrong Item: Different item received than what was ordered
Pay After Delivery Disputes
Since payment is released after inspection, disputes focus on the condition of goods or the refusal to pay.
- Item Not as Described/Defective: Customer opens dispute to waive obligation to pay. Evidence of the defect is required.
- Refusal to Pay (Vendor Claim): Vendor opens dispute claiming customer received goods but is refusing payment without valid cause.
Service & Communication Issues
- Vendor Cancellation: Order cancelled by vendor after payment (Escrow) or agreement (Pay After Delivery)
- False Advertising: Deliberate misrepresentation of product features
- Unprofessional Conduct: Harassment or abusive communication by either party
Evidence Requirements
Strong evidence is the key to a quick resolution.
Visual Evidence
Clear photos/videos showing the issue. For damaged items, include packaging and labels. For "Pay After Delivery," show the specific defect clearly.
Documentation
Screenshots of product listing, order confirmation, and any chat logs regarding specifications.
Delivery Proof
Tracking information, signed delivery notes, or photos of the customer holding the received package.
Communication Log
Records showing attempts to resolve the issue directly before escalating to a dispute.
Possible Resolution Outcomes
Outcomes for Escrow Transactions
- 95% Refund: Customer gets refund (5% fee retained) if claim is valid.
- Replacement: Vendor sends correct item at no extra cost.
- Return & Refund: Customer returns item; vendor refunds upon receipt.
Outcomes for Pay After Delivery
Resolution focuses on the Payment Obligation:
- Customer Waived from Payment: If item is defective/wrong, customer pays nothing. Dispute closed.
- Enforced Payment: If item is correct, customer must finalize payment immediately via platform link. Failure to pay results in account ban.
- Partial Payment (Rare): Agreed upon by both parties for minor issues not worth a full return.
Dispute Resolution Timeline
Day 1-2: Dispute Filed
Customer submits dispute with evidence. For Escrow orders, funds are locked. For Pay After Delivery, vendor is notified of claim.
Day 3-5: Vendor Response
Vendor has 3 business days to upload shipping proof, respond to claims, or propose a resolution.
Day 6-10: CartDash Review
Our team reviews evidence. We may ask for more info. We determine if item matches description.
Day 11-12: Final Resolution
Escrow refunds processed OR Customer is invoiced for Pay After Delivery goods. Decision is final.
Appeal Process
When Appeals Are Considered
- New evidence has emerged that wasn't available during initial dispute
- Procedural error in the dispute resolution process
- Evidence of fraudulent activity by the opposing party
Note: Appeals must be filed within 7 days of dispute resolution.
Appeal Procedure
- Submit appeal through "My Disputes" section within 7 days
- Explain clearly why the decision should be reconsidered
- Provide all new evidence not previously submitted
- Senior CartDash team reviews within 10 business days
- Appeal decisions are final and binding
Dispute Resolution FAQs
How long do I have to open a dispute?
Disputes must be opened within 14 days of delivery confirmation. For non-delivery, you can file 14 days after the promised delivery date.
What if I ordered "Pay After Delivery" and the item is broken?
You should open a dispute immediately upon inspection. If validated, your obligation to pay is waived, and you do not need to pay for the broken item.
What happens if I refuse to pay for a correct "Pay After Delivery" item?
Refusing to pay for goods that match the description is considered fraud. The vendor can open a dispute, and if CartDash confirms the item is correct, your account will be suspended.
What if the vendor doesn't respond?
If a vendor doesn't respond within 3 business days, the dispute is often decided in the customer's favor based on the available evidence.
Can I cancel a dispute?
Yes, you can withdraw a dispute at any time before a final decision if you and the vendor reach an agreement.
Do disputes affect my account standing?
Reasonable use of the dispute system does not hurt your account. However, losing a dispute due to fraud (e.g., fake claims for refunds) may lead to permanent suspension.
Need to File a Dispute?
Follow our structured process for fair resolution. Always attempt to resolve issues with the vendor first before opening a formal dispute.
For dispute assistance, contact disputes@cartdash.com