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Dispute Policy

Overview

At Milestone Connect we are committed towards ensuring that disputes are settled amicably by way of the above dispute resolution mechanisms and procedures. However, there may be some cases where both the Buyers and Sellers may face issues. At Milestone Connect, we have a Dispute Resolution process in order to resolve disputes between Buyers and Sellers.

What is a 'dispute'?

A 'Dispute' can be defined as a disagreement between a Buyer and a Seller in connection with a transaction on the Platform.

How does a 'dispute' occur in the Marketplace?

Disputes are filed as a result of a disagreement between the Buyer and the Seller. Disputes arise out of an issue that is raised by either party not being completely satisfied with the resolution of their complaint/issue.


It is important that before a Buyer/Seller raises a dispute, they should attempt to solve the issue. Please note that whenever a Buyer raises a dispute, the Seller's payment for that order is put on hold immediately until the issue is resolved.


How is a 'dispute' created?

Whenever there is a disagreement, the Buyer can write to ___________, in order to raise a dispute. Disputes can be raised at a particular transaction level.


What are the various types of 'disputes'?


Following are the indicative examples of potential disputes:



In case the Seller rejects the return request of the Buyer, and Buyer raises a dispute, then Milestone Services will try to mediate and resolve the dispute. If the dispute is resolved in favour of the Buyer, a refund is provided once the product is returned to the Seller. If the dispute is settled in favour of the Seller, Buyer is not entitled to any refund.


Buyer Eligibility and Restrictions


Any damage or loss to the product after delivery will not be covered under this program and will completely be the Buyer's responsibility. Buyers should refuse to accept delivery if the item is damaged.


Blacklisted and Blocked Buyers are not entitled to raise any dispute via us.


Milestone Connect shall at no point be responsible for any direct or indirect losses, expenses, costs of any nature whatsoever that may be incurred by any Buyer other than contractual liability.


Claims of the nature of 'Buyer remorse' (i.e. instances where products are bought by the Buyer by mistake or where the Buyer chooses to change his/her mind with regard to the product purchased by him) will not be entertained through this system.


Milestone Connect reserves its right to initiate civil and/or criminal proceedings against a User who, files an invalid and/or false claims or provides false, incomplete, or misleading information. In addition to the legal proceedings as aforesaid, Milestone Connect may at its sole discretion suspend, block, restrict, cancel the Display Name [and its related Display Names] of such User and/or disqualify that user and any related users.


Decisions made by Milestone Connect under the Buyer Protection Program shall be final and binding on its Users.


Through this program, Milestone Connect shall not entertain claims of Buyers who have incurred loss due to delayed shipment or delivery of the item by the Seller.


Milestone Connect Customer Support Team may seek additional information / clarification from Buyer to facilitate resolution of the dispute. In the event Buyer does not respond with information / clarification sought within 10 days of such request, the dispute shall be auto-closed in favour of the Seller.


Email Abuse & Threat Policy



Such instances: