Dispute Resolution Policy — Newzander Marketplace

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Fair & Structured Resolution

Newzander provides a structured dispute resolution process designed to fairly address buyer and seller disagreements while maintaining marketplace integrity.

Dispute Eligibility & Window

Buyers may open a dispute within 7 days of the confirmed delivery date, or within 14 days of the expected delivery date if delivery has not been confirmed. Disputes submitted outside these windows may be considered at Newzander's discretion.

Eligible Dispute Grounds

Item not received (no delivery confirmation within expected timeframe)
Item significantly not as described (wrong item, wrong size, different condition)
Item arrived damaged or defective
Counterfeit or inauthentic item
Incomplete delivery (missing components or accessories)
Unauthorized transaction (suspected fraud)

Dispute Process

Step 1: Direct Resolution (24–48 hours)

Upon opening a dispute, Newzander first notifies the Seller and grants a 48-hour window for direct buyer-seller resolution through the Platform's messaging system. Escrow is frozen during this period.

Step 2: Evidence Submission (72 hours)

If direct resolution fails, both parties submit evidence to Newzander. Evidence may include order photos, tracking records, communication history, and any other relevant documentation.

Step 3: Newzander Mediation (3–5 business days)

Newzander's dispute team reviews all submitted evidence and makes a determination. We may request additional information from either party during this process.

Step 4: Final Decision

Newzander issues a binding determination. Decisions result in one of the following outcomes: full refund to buyer, full release to seller, partial refund, or case escalation.

Evidence Guidelines

Strong dispute evidence includes:

Clear photographs of received items (or packaging damage)
Screenshots of product listing and order confirmation
Shipping carrier tracking records
Communication records between buyer and seller
Third-party inspection or authentication reports (for high-value items)

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Evidence Integrity

Submitting falsified, edited, or misleading evidence constitutes fraud and will result in immediate account suspension and potential legal referral.

Dispute Outcomes

Outcome	Description
Full Refund (Buyer)	Escrow reversed to buyer's original payment method; seller receives no payout
Full Release (Seller)	Escrow released to seller in full; no refund to buyer
Partial Refund	Escrow split between buyer refund and seller payout per Newzander's determination
Return Required	Buyer must return item before refund is processed; seller pays return shipping
Escalated	Complex cases escalated to senior review or external arbitration

Dispute Abuse Prevention

Newzander monitors for dispute abuse patterns. Users who submit excessive, frivolous, or fraudulent disputes may face account restrictions, loss of buyer protection eligibility, or account termination. Dispute abuse includes but is not limited to: falsely claiming non-delivery, returning different items, or colluding with sellers for unjustified refunds.

All dispute decisions made by Newzander are final and binding unless successfully appealed within 14 days through our formal appeals process.