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Seller Case Policy
Clear procedures for addressing transaction issues and resolving disputes fairly and efficiently.
Policy Overview
At Xaysi Inc. Marketplace, our goal is to foster a fair and transparent environment for both buyers and sellers. This Seller Case Policy outlines the procedures for addressing transaction issues and resolving disputes in a professional and efficient manner. By engaging with Xaysi Marketplace, sellers agree to adhere to the guidelines below.
Our case resolution process is designed to protect both buyers and sellers, ensuring that issues are addressed fairly while maintaining the integrity of our marketplace. We provide clear timelines and requirements to help sellers navigate the dispute resolution process effectively.
Why This Policy Matters
A clear and consistent case resolution process helps maintain trust in our marketplace, protects sellers from unfair claims, and ensures buyers receive the support they need when issues arise with their orders.
Case Process
The step-by-step procedure for addressing transaction issues and resolving disputes.
Initial Contact
Buyers must first contact sellers directly using the “Help with Order” option in Purchases/Reviews. Sellers should respond within 48 hours.
Case Escalation
If unresolved after 48 hours, buyers may escalate to a formal case. Xaysi Marketplace facilitates the resolution process between both parties.
Account Requirements
A valid Xaysi account is required to open a case. Buyers who initiated chargebacks or paid via PayPal may have different resolution paths.
Case Eligibility
When a case can be opened and what issues qualify for resolution.
Timeframe Requirements
Cases must fall within allowable timeframes based on estimated delivery dates or processing times.
Communication Requirement
Buyers must contact sellers first and allow 48 hours for a response before escalating to a case.
Valid Case Types
Non-receipt, late delivery, damaged items, or items not matching the listing description qualify for cases.
Ineligible Disputes
Disputes that cannot be resolved through our case system.
Altered Items
Items that have been altered, used, or discarded after receipt are not eligible for case resolution.
Shipping & Customs
Disputes about shipping costs, customs duties, or taxes fall outside our case resolution process.
Off-Platform Transactions
Transactions not processed through Xaysi’s official payment systems are ineligible for case resolution.
Case Resolution
What to expect during the resolution process.
Efficient Resolution
Cases are resolved as efficiently as possible, and may be automatically closed once a resolution is reached.
Response Requirements
Sellers must respond within 2 calendar days if further investigation is required.
Platform Authority
Xaysi may close inactive cases, resolve cases with available evidence, or reopen cases if new information is provided.
Need Help With a Case?
Our support team can help you understand the Seller Case Policy, navigate the dispute resolution process, and ensure fair outcomes for all parties involved.
