Cancellation,Complaint and Refund

10. 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.