Case Resolution Policy | Xaysi Marketplace

Dispute Resolution Policy

At Xaysi Marketplace, we understand that occasionally issues may arise with orders that require intervention and resolution. Our Dispute Resolution Policy is designed to provide a fair, transparent, and efficient process for addressing concerns between buyers and sellers. This policy establishes clear guidelines for opening cases, determining eligibility, and reaching resolutions that protect the interests of all parties involved.

We believe in empowering our community to resolve issues directly whenever possible, while also providing a structured framework for Xaysi’s intervention when necessary. Our goal is to ensure that every transaction on our platform meets our standards of quality, accuracy, and customer satisfaction. By following the procedures outlined in this policy, buyers and sellers can navigate disputes with confidence, knowing that a fair outcome is our priority.

Key Policy Highlights

Our Case Resolution Policy covers the complete process from opening a case through final resolution, including eligibility requirements, timelines, and the specific circumstances under which Xaysi Marketplace will intervene to ensure fair outcomes for both buyers and sellers.

How Cases Work

Key Policy Highlights

Opening a case requires contacting the seller first. Eligible cases include non-delivery, damage, or not-as-described items. Xaysi reviews evidence and may refund to the original payment method or marketplace credits depending on the situation.

1. Opening a Case

Start by contacting the seller, then escalate only if unresolved.

  • If you encounter issues (return, refund, or other concerns), contact the seller via “Help with Order” in Purchases & Reviews.
  • Sellers are expected to respond in a timely manner. If no response or no resolution within 48 hours, you may open a case.
  • A case begins when the buyer informs Xaysi Marketplace the issue is not resolved with the seller.
  • Account required: You must have a registered Xaysi account. Guest purchases must create one.
  • One method at a time: Chargebacks and cases cannot run simultaneously. If a chargeback happens after a case opens, the case may be closed.
  • PayPal: In some scenarios you may be directed to PayPal for refund requests.

2. Case Eligibility

Eligibility depends on timing, contact attempts, and dispute type.

  • Time frame: Must fall within applicable delivery/processing windows (including download windows for digital items).
  • Seller contacted: Use “Help with Order” and allow 48 hours before escalating.
  • Eligible reasons: Non-delivery, damaged items, or not as described.
  • Downloadables: Instant downloads must be successfully downloaded before initiating a case.
  • Made-to-order downloads: Must be downloaded within the seller’s specified time frame.
  • Purchase Protection: If not delivered, damaged, or not as described, Xaysi may intervene and issue a full refund including shipping/taxes (where applicable).
  • Refund method: Refunds may go to the original payment method or marketplace credits depending on the situation.

3. Ineligible Disputes & Transactions

These dispute types are generally not covered by the case system.

  • Items altered, used, worn, washed, or discarded after receipt.
  • Items accurately described but not matching personal expectations.
  • Disputes about shipping fees or additional charges.
  • Payments made outside Xaysi’s official payment system.
  • In-person or off-platform purchases.
  • Cases governed by local warranty/return laws specific to the seller’s products may not qualify.

4. Case Resolution

Xaysi reviews evidence and resolves cases consistently.

  • Xaysi typically resolves by issuing a refund to the buyer where applicable.
  • Additional information may be requested from buyer or seller to complete the resolution.
  • Seller deadline: Must respond within 2 calendar days to information requests.
  • Xaysi may expedite resolutions in cases of seller inactivity, harassment, or attempts to manipulate the process.
  • Xaysi may close a case if no participation is received, or reopen for further investigation as needed.
  • 365-day rule: If unresolved within 365 days, treated as late delivery and a full refund is issued.

Our Resolution Principles

The fundamental values that guide our case resolution process and help ensure fair outcomes for all parties.

Fairness & Equity

We maintain balanced policies that protect both buyers and sellers while promoting fair marketplace practices and resolutions.

Timely Resolution

We prioritize efficient case processing with clear timelines to ensure issues are resolved promptly for all parties.

Protection & Security

Our process ensures protection for legitimate claims while preventing abuse of the resolution system.

Need Help With a Case?

Our dedicated support team is available to help you understand our case resolution process, address any concerns, and ensure you have complete clarity about your rights and responsibilities when opening or responding to a case.

Contact Support Team Open a Case