The below article outlines the process followed by the Catch Dispute Team when a dispute is raised by a customer, against a Marketplace order.
- Incident Notification
- We will notify both the seller and the customer via. Email, that a dispute has been raised.
- Our Dispute Resolution Specialists will review all the communication history between the seller and the customer. This will be followed by a call or an email to both parties just to aggregate more information. The more information you can provide, the easier and quicker it will be to resolve the dispute.
- Once all the facts are received, the Dispute Resolution Specialist will give out a decision that will be made in accordance to Australian Consumer Laws, keeping in mind what is fair and reasonable in that scenario. It will be communicated to both parties.
- The decision made by our Dispute Resolution Specialist will be final. If either party is unsatisfied with the resolution, they may contact Consumer Affairs in specific State or Territory. No dispute can be re-initiated after being closed by the Dispute Resolution Specialist.
Documents and evidence required for resolving a dispute:
If a dispute is filed, we will notify you and request that you provide supporting documentation and evidence indicating that you have shipped the item. These support our team in reaching a judgment call and closing the dispute quickly.
Please provide the following documents when a dispute is lodged:
- Receipt of shipping details
- Tracking no. and carrier details
- Document signed by the customer after receiving the product
- Receipt from the carrier showing the customer contact details
- Shipping code
- Delivery acknowledgment receipt from the carrier
Most of the disputes are investigated and resolved within 5-7 business days or less.