DISPUTES (RESOLUTIONS) POLICY
Overview
Generally, transactions are conducted smoothly on Manoharyug. However, there may be some cases where both the Buyers and Sellers may face issues. At Manoharyug, 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 Website.
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 hr@manoharyug.com, while the Seller can write to hr@manoharyug.com, 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:
Wrong item received
Item Not as described
Damaged or Seal broken on Product
Part/Accessory missing
Item not Compatible
Seller Description/Specification Wrong
In case the Seller rejects the return request of the Buyer, and Buyer raises a dispute, then Manoharyug will try to mediate and resolve the dispute between both the parties. If the dispute is resolved in favor of the Buyer, a refund is provided once the product is returned to the Seller. If the dispute is settled in favor of the Seller, the Buyer is entitled to any refund.
Buyer Protection Program
In case of a dispute where the Seller is unable to provide a refund or a replacement, Manoharyug will actively work towards reaching a resolution.
The Buyer Protection Program covers Buyers who are unable to successfully resolve their dispute with the Seller or are not satisfied with the resolution provided by the Seller.
The Buyer can write to hr@manoharyug.com if the issue with the Seller is not resolved. Manoharyug’s Customer Support team will look into the case to check for possible fraud and if the Buyer has been blacklisted/blocked from making purchases on the Website. Only after verifying these facts, a dispute can be registered.
In due course of resolution, Manoharyug’s Customer Support Team will facilitate a conference call including the Seller and the Buyer.
When a dispute has been raised, Manoharyug may provide both parties access to each other Display Names, contact details including email addresses, and other details pertaining to the dispute. Buyers and Sellers are subject to final consent from Manoharyug for settling the dispute.
Buyer Eligibility and Restrictions
Only the Buyers who have purchased the product on Manoharyug are eligible for the Buyer Protection Program.
Buyers can file a dispute within 45 days from the date of delivery of the product
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.
To be able to take advantage of the Buyer Protection Program, Buyers should first contact the Seller and attempt to resolve the issue. If the Buyer doesn’t hear from the Seller or is unable to resolve the issue with the Seller even after contact, a dispute can be raised with Manoharyug by writing an email to hr@manoharyug.com.
Fraudulent charges and claims are not covered under Buyer Protection Program
If the Buyer has already initiated chargeback through the credit card issuing bank, it will not be covered under Buyer Protection Program, though in such cases a Seller can file a claim through the Seller Protection Program.
Blacklisted and Blocked Buyers are not covered by the Buyer Protection Program.
Buyers who have reached their maximum lifetime limit for claims are also not eligible. Buyers can make a maximum of 2 claims per year on Manoharyug. If the claim was withdrawn, it is not counted.
Through the Buyer Protection program, Manoharyug does not provide any guarantee/warranty to Buyers for products sold on Manoharyug against technical/manufacturing defects.
Raising disputes against Sellers does not automatically entitle the Buyer to a refund or replacement for the product purchased. Manoharyug shall verify the disputes so raised and may process only such claims that are valid and genuine.
Manoharyug 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/Seller.
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 program.
Manoharyug reserves its right to initiate civil and/or criminal proceedings against a User who files invalid and/or false claims or provides false, incomplete, or misleading information. In addition to the legal proceedings as aforesaid, Manoharyug 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 from availing protection through this program.
Decisions made by Manoharyug under the Buyer Protection Program shall be final and binding on its Users.
Manoharyug reserves the right to modify/discontinue Buyer Protection Program without any prior notice period to its Users.
Through this program, Manoharyug shall not entertain claims of Buyers who have incurred loss due to delayed shipment or delivery of the item by the Seller.
Manoharyug Customer Support Team may seek additional information/clarification from the Buyer to facilitate the 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 favor of the Seller. In case of any further legal proceeding, the court of jurisdiction will be under Nagpur, Maharashtra.