Upon receiving a dispute request, Bidvaluable will investigate the case and come to a fair resolution after reviewing the evidence submitted by buyers and/or sellers. This will take around 5 working days from the date the dispute was raised, which may be subjected to changes depending on the reason for return/refund:
1. Bidvaluable approves the request for refund only After the request is approved, the seller can either accept or dispute the outcome. If a dispute is raised, Bidvaluable will investigate the case further to determine a fair resolution within 5 working days.
2. Bidvaluable approves the request for return and refund Bidvaluable will require the buyer to return the products to the seller or Bidvaluable Warehouse, before the refund can be processed. Returned products will undergo a quality check by the seller or Bidvaluable Warehouse team, to ensure these products meet the criteria for return. A dispute can be raised if the returned products are deemed unsuitable for refund. Bidvaluable will then look into the case to determine a fair resolution within 5 working days.
After a return/refund request is approved, the buyer will be asked to return the products. Before the products are shipped for return, the seller may offer the buyer a partial refund. If the buyer chooses to engage in a discussion directly with the seller, Bidvaluable will not intervene in this discussion. The buyer must decide whether to accept the offer or continue with the return for a full refund.
If there is no response from the buyer or seller, the negotiation will be terminated and the buyer will be asked to continue with the return.
Returned products will either be shipped to the seller or Bidvaluable Warehouse, who will conduct a quality check to determine if these products meet the criteria for return. If the products do not meet the return criteria, the seller or Bidvaluable Warehouse team may raise a dispute. Bidvaluable will then investigate the case and determine a fair resolution within 5 working days.
All return/refund requests on counterfeit products will be thoroughly reviewed by Bidvaluable, where supporting evidence will be requested from both buyers and sellers before a fair decision is made. There are 3 possible outcomes:
1. Bidvaluable approves the request for refund only The buyer will receive the refund once Bidvaluable approves the request. The seller may raise a dispute after the buyer is refunded. Bidvaluable will then investigate the case and determine a fair resolution within 5 working days.
2. Bidvaluable approves the request for return and refund The buyer will be asked to return the products, and these products will then undergo a quality check by the seller/Bidvaluable Warehouse team to determine if they meet the criteria for return. A dispute may be raised if these products are deemed unsuitable for return. Bidvaluable will then investigate and determine a fair resolution within 5 working days.
3. Bidvaluable rejects the request Bidvaluable will reject the request if the buyer’s initial supporting evidence is invalid or does not support the return/refund reason selected.
Once a resolution is reached, Bidvaluable will inform both buyer and seller on the outcome via email. If the dispute is resolved in favour of the buyer, the refund will be processed to the buyer accordingly. If it is resolved in favour of the seller, payment will be released to the seller.
⚠️ Note To facilitate the dispute resolution process, Bidvaluable may require buyers/sellers to submit more supporting documents within a stipulated time period before starting the investigation.
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