Cancellation,Complaint and Refund

2. Complaint and refund

A) Under what condition should I file a dispute

You should open a dispute when

1) The item that you ordered did not arrive within estimated delivery period

2) The item that you received is not as described

If for any reason a buyer is unsatisfied with an order, immediate action can be taken,by following these basic procedures in their respective order.

B) What is the mechanism for a buyer to resolve a dispute?

The mechanism for a buyer to resolve dispute as follows:

1st stage: Open a dispute.

Dispute resolution through amicable consultations and negotiations facilitated by Fonder Customer Service Officer.

2nd stage:

If dispute is unresolved, buyer notify supplier of his intention to file a claim for arbitration.

3nd stage:

Submit claim with supporting document to FonderPay dept.

(FonderPay is an department within Fonder.com in charge of payment as well as final arbitration for dispute. Its mission is to protect buyer as well as seller through a secure,simple and efficient payment service.)

4nd stage:

FonderPay issues ruling. and the ruling is final.

C) What is the workflow to file a dispute and get resolved and refund.

( A Diagram for question B - dispute resolving mechanism )

D) How to File a dispute and request for refund

Diagram ,

Screenshot from seller order processing

E) What should I do if I can not get a satisfaction resolution or refund.

You can:

a) Contact the supplier to negotiate different refund terms

b) File a claim to escalate to FonderPay for arbitration.

F) How to escalate my complaint to FonderPay ( or how do I file a claim to escalate my dispute for Arbitration )

Diagram , screenshot from seller order detail page

G) How does a claim ( an escalated dispute) being processed?

Once a claim is submitted, the buyer should also provide Fonder with all documents regarding ordering, shipping and delivery as well as any other transactions and correspondence relevant to the dispute. Remember to keep originals and send copies of any evidence just in case anything is lost or misplaced.

Note: If a buyer files a claim and does not present any evidence within seven days, the claim will be closed, and the payment will be released to the supplier.

The supplier has an opportunity to appeal the claim filed by the buyer. If so, it must also present Fonder with any evidence it has regarding the order. The FonderPay dispute team will then gather all evidence and judge each case according to the documents and accounts presented. It will contact both parties in a reasonable time frame of its decision. All decisions by the FonderPay Dispute Team are final.

Before we proceed, both the buyer and the supplier should understand the following:

Partial Refund

If the buyer wants to settle for a partial refund, he/she can contact the supplier and negotiate the refund amount. Fonder can help in the negotiation once each party has determined the amount that is acceptable. A partial refund will allow the buyer to keep the shipment.

Full Refund

If the buyer decides to request a full refund, he/she must return the shipment to the supplier. Please note that the buyer is responsible for this shipping cost. Before the buyer sends the package back, please confirm the shipping address with the supplier.