Dispute Resolution Policy
At Shopiome, we are committed to ensuring fair, transparent, and efficient resolution of disputes between buyers and sellers. This policy outlines the process for handling complaints, transaction issues, and marketplace disagreements.
Fair and transparent resolution for all marketplace disputes
1. Reporting a Dispute
How to Report
- Through your Shopiome account (Help/Support section)
- By emailing: admin@shopiome.com
Time Limit
Disputes must be reported within:
Dispute Reasons
- Non-delivery or delayed delivery
- Product damaged, defective, or not as described
- Payment discrepancies
- Unauthorized transactions
- Policy violations or suspected fraud
2. Review & Investigation Process
Upon receiving a dispute:
- Shopiome will review order details, payment records, tracking information, product listing data, and communication records.
- Both buyer and seller may be required to submit supporting evidence (photos, videos, invoices, courier proof, etc.).
- Failure to cooperate or provide requested information may result in the claim being closed.
3. Payment Hold During Dispute
For transaction-related disputes:
- Shopiome may temporarily withhold seller payouts linked to the disputed order.
- If payouts have already been released, Shopiome reserves the right to recover disputed amounts from future settlements.
In case of bank chargebacks or payment reversals, the disputed amount may be debited from the seller's account balance or future payouts. This is necessary to manage payment risk and comply with payment partner requirements.
4. Resolution Timeline
Standard Resolution
Most disputes are resolved within 7–10 business days
Complex Cases
Complex investigations may take longer, particularly in cases involving payment provider verification or fraud review
5. Outcome & Refund Handling
If the Buyer's Claim Is Approved
- Refund will be processed as per the Payments & Refund Policy
- Refunds are issued to the original payment method
If the Seller's Claim Is Approved
- Payout will proceed or remain valid
- Dispute will be marked as resolved in seller's favor
6. Fraud & Abuse Prevention
Shopiome reserves the right to:
- Deny repeated or malicious claims
- Suspend accounts involved in fraudulent disputes
- Block users attempting abuse of buyer protection policies
- Cooperate with banks, payment providers, and law enforcement when necessary
7. Escalation to Grievance Officer
If either party is dissatisfied with the resolution, the matter may be escalated to the appointed Grievance Officer.
Grievance Officer Details:
In compliance with:
- Information Technology Act, 2000
- IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021
- Consumer Protection (E-commerce) Rules, 2020
8. Legal Jurisdiction
These Terms shall be governed by and interpreted under the laws of India.
Any disputes requiring legal proceedings shall fall under the exclusive jurisdiction of the competent courts in Tamil Nadu, India, where Unig Ventures (parent entity of Shopiome) is registered.