IN THE MATTER OF CONFLICTS AND DISAGREEMENTS ON THE GOODEALS E-COMMERCE PLATFORM
DISPUTE RESOLUTION POLICY
Effective Date: 17 October 2025
ARTICLE 1: PURPOSE AND SCOPE
1.1. This Dispute Resolution Policy ("Policy") provides the official, structured process for resolving disagreements between Buyers and Vendors ("the Parties") on the GOODEALS platform ("Platform").
1.2. The primary objective of this Policy is to provide a fair, transparent, and efficient internal mechanism for mediation and adjudication, thereby fostering trust and security within the GOODEALS ecosystem.
1.3. By transacting on the Platform, both Buyers and Vendors agree to be bound by this Policy and to participate in the dispute resolution process in good faith. This Policy is an integral part of both the Buyer Terms and Conditions and the Vendor Agreement.
ARTICLE 2: INITIATING A FORMAL DISPUTE
2.1. A formal dispute can only be initiated after an initial attempt at resolution has failed. This typically occurs when: a. A Buyer's return request is rejected by a Vendor, and the Buyer disagrees with this decision. b. A Vendor claims a returned item was sent back in a damaged or incomplete state by a Buyer.
2.2. To initiate a dispute, the aggrieved party ("the Complainant") must navigate to the relevant order in their GOODEALS dashboard and select the "File a Dispute" option.
2.3. The Complainant must then complete the official Dispute Form, providing a detailed account of the issue and submitting all relevant evidence. Evidence is critical and may include:
- Clear photographs or videos of the item in question.
- Screenshots of communications with the other party.
- Any other documentation that supports the Complainant's claim.
ARTICLE 3: THE DISPUTE RESOLUTION PROCEDURE
The procedure shall follow a clear, four-step process:
3.1. Step 1: Notification and Response (3 Business Days) a. Upon submission of a valid dispute, GOODEALS will formally notify the other party ("the Respondent"). b. The Respondent will have three (3) business days from the time of notification to submit a formal response, including their own statement and any countervailing evidence. c. Failure by the Respondent to reply within this timeframe will result in a default judgment in favor of the Complainant.
3.2. Step 2: Case Review and Mediation (5 Business Days) a. The case will be assigned to a trained member of the GOODEALS Trust & Safety team, who will act as a neutral mediator ("Resolution Specialist"). b. The Resolution Specialist will conduct a thorough review of all evidence and statements submitted by both Parties. c. The Specialist may, at their discretion, contact either Party to request additional information or clarification.
3.3. Step 3: Adjudication and Ruling a. Based on the evidence presented and in accordance with all applicable GOODEALS policies (including the Return Policy, Vendor Agreement, etc.), the Resolution Specialist will issue a formal, written ruling on the matter. b. The ruling will provide a clear explanation for the decision reached.
3.4. Step 4: Enforcement a. The ruling of the Resolution Specialist is final and binding within the GOODEALS platform. b. GOODEALS will take immediate action to enforce the ruling, which may include, but is not limited to:
- Processing a full or partial refund to the Buyer.
- Releasing held funds to the Vendor.
- Issuing a formal warning to a Party found to be in violation of platform policies.
- Applying a penalty to a Vendor's performance metrics.
ARTICLE 4: OBLIGATIONS OF THE PARTIES
4.1. Both Parties are required to cooperate fully with the Resolution Specialist and to provide truthful, accurate information in a timely manner throughout the process.
4.2. Any attempt to manipulate the dispute process through false evidence or misleading statements is a serious violation of our Acceptable Use Policy and may result in immediate account suspension.
This policy is established to ensure that disagreements are handled with procedural fairness and integrity, thereby protecting all members of the GOODEALS community.