Opening a dispute resolution process is how customers indicate they have an unresolved issue with their order. These are just a signal for Sporahub to step in to mediate between customers and vendors in reaching a fair resolution.

In situations where the customer chooses to return an item, get a refund, and/or notify a seller of a problem with their order, the first thing they must do is contact the seller directly via ???? 

As a seller, it is important that you:

1. Familiarize yourself with the return and refunds policy to address refunds and returns requests appropriately,
2. regularly respond to Messages, including Help with Order messages, from your buyers in a timely manner.
3. Understand that If the buyer has requested help via the Help with Order message link, and you’re unable to resolve the issue together within 48 hours, the buyer may open a dispute with you. 
4. With Sporahub’s dispute resolution process system, the customer alerts sporahub that there is an issue with their order that the vendor was unable to resolve with within 48 hours, 
5. Sporahub is obligated to assist in resolving disputes which may include, but is not limited to, closing the dispute and issuing a refund to the buyer, or further review to explore resolution options
6. Sporahub will typically withhold customer payments for vendor products for a period of 8 business days post customer receipt of physical goods or or until any disputes have been resolved.

Dispute Resolution Eligibility: In order to open a dispute, an order must meet the following criteria:

1. The order is within the eligible time frame to open a dispute 
   1. within 8 business days upon receipt of goods, 
   2. based on an order’s estimated delivery date (if goods have not arrived) or processing time and “dispatch by” date. 

1. The customer has reported the order issue to the seller via the Help with Order link and has given the seller 48 hours to resolve the issue.
2. The order issue for which a customer wants to open a case meets the definitions below for non-delivery, delivery issues or false description.
3. In cases of return/refunds, the goods have been received in good condition by the Vendor.

Non-Delivery
A non-delivery occurs when a buyer places an order but does not receive the item. Non-delivery cases include when:

• There is no proof that the item was dispatched to the buyer.
• An item was sent to an address that is not on the Sporahub receipt.

Sporahub requires you to provide the invoice and shipping information (including tracking number) to resolve this.

Delivery issues:

• Item arrived damaged ( with proof that item was not properly packaged)
• Item arrived after its estimated delivery date The item(s) are rendered useless after that date.
• The seller did not dispatch the item(s) according to their processing time or the date agreed upon in Messages.

False Description
An item is classified as “false description” if the customer can demonstrate (through photos or other documentation) that the product is a significant variation from the Vendor’s listing description and photos. These includes but not limited to:

• The item received is significantly different in terms of color, model, version, or size, design, material, fake (vendor claimed it was authentic/original)
• Incorrect quantity ( number of items)
• Misrepresentation of conditions of the items (e.g.used as opposed to new)
• Vendor non-disclosure of damaged item or missing parts
• The item was advertised as authentic but is not authentic.
• The items damaged by delivery company( vendors must prove item was properly packaged)

Vendor Obligations:
If a Customer reaches out to you requesting help with an order, you must work with them to resolve the issue. Failure to resolve these issue within 48 hours of a buyer notifying you may result in the issue being escalated to a dispute resolution process. Typically, a dispute can be resolved in the following ways: 

• issuing the customer a full refund of their payments through PayPal .Sporahub reserves the right to resolve the case on your behalf in this manner.
• The order’s tracking information shows that the package was delivered to the address on the invoice, shipping receipt (for non-delivery cases only).
• Customer created a return label within 8 business days upon receipt of goods.
• Customer closes the process once satisfied with the resolution.

However, there are some open disputes that might require further investigation for resolution to be considered complete. Should Sporahub reach out to you for supporting documents/information to help resolve the case, you must respond within 3 calendar days Sporahub reserves the right to resolve an order issue before the 48-hour window for circumstances including, but not limited to, 

• vendor inactivity, harassment, refusal of service, manipulation, and undermining the integrity of the case system. 
•  lack of participation from either party.  
• reopen a previously closed case to further investigate tracking issues or other aspects of the dispute..

To maintain the integrity of the case system, you cannot encourage or require a customer to close a case as a condition of resolving a dispute.

Dispute Resolution ineligibility
Some issues are not eligible for the dispute resolution process. These include:

• Items that are damaged by the delivery company (if properly packaged by the seller).
• Items that have been altered, used, worn, washed, or discarded after receipt.
• Items that are received after the agreed-upon delivery date due to delivery delays that have proven not to be the fault of the vendor. However, Vendors are expected to support customers as they wait for delivery of their items
• Items that are returned without a return agreement.
• Items that are accurately described but don’t meet a buyer’s expectations.
• Cost of postage disputes.
• Items that are purchased in person.
• Transactions where payment is not made via Sporahub’s checkout system