General Provisions
During the use of BettaMall’s services, if any dispute or complaint arises, BettaMall encourages Merchants and Buyers to communicate directly, negotiate, and seek amicable solutions in order to reach a mutual agreement.
In cases where the parties involved cannot reach a consensus, the matter will be resolved by the competent courts, as determined by BettaMall. By accepting BettaMall’s Conditions of Use, both Merchants and Buyers also agree to the jurisdiction of these courts.
Dispute Resolution and Complaint Handling Procedure
Step 1: Filing a Complaint
For issues related to returns or refunds, Buyers can file a complaint directly via the BettaMall application or website by clicking the “Complaint” button. The system will automatically record the request and notify all relevant parties.
For complaints outside the scope of returns and refunds, Buyers may contact BettaMall directly through our official support channels.
Step 2: Initial Review and Processing
Complainants are required to provide complete information, documents, or valid evidence related to the case in order for it to be processed. The BettaMall Dispute Resolution & Complaint Handling Department will review and verify the details and provide an initial response within …. working days from the date of receipt.
Complaints related to returns or refunds will be handled in accordance with BettaMall’s current Return & Refund Policy. For other disputes or complaints, BettaMall will apply appropriate support measures depending on the nature and seriousness of the case.
Step 3: Cases Beyond BettaMall’s Jurisdiction
If a matter exceeds BettaMall’s authority or jurisdiction, it will be referred to the competent court at … for resolution in accordance with applicable laws. BettaMall is committed to respecting and strictly complying with all relevant legal provisions while ensuring maximum protection of the legitimate rights and interests of both Buyers and Merchants on the platform.
Rights and Obligations of Buyers When Filing a Complaint
Buyers are responsible for providing all relevant documents, invoices, images, videos, or other valid evidence to ensure transparency and accuracy throughout the resolution process. Buyers must also cooperate with BettaMall and Merchants during the verification and resolution stages to facilitate a fair outcome.
At the same time, Buyers have the right to be promptly informed by BettaMall about the progress and decisions related to their complaints, thereby ensuring fairness and transparency in protecting their rights.
Complaint Handling Timeline
BettaMall is committed to handling Buyer complaints within a reasonable timeframe to ensure fairness and transparency for all parties. The specific timeframes are as follows:
- Acknowledgment and Verification: Within …. working days from the receipt of a valid complaint, BettaMall will confirm receipt of the file and notify both the Buyer and Seller.
- Review and Preliminary Response: BettaMall will verify the complaint, collect additional information (if necessary), and provide a preliminary response within …. working days after receiving complete documentation.
- Final Resolution: BettaMall will issue a conclusion and notify the official resolution within a maximum of …. working days. For complex cases requiring extended processing, BettaMall will provide a clear explanation and may extend the timeline, but not beyond ….
Buyers can track the progress of their complaint directly via the BettaMall app or website. In special cases, BettaMall will notify Buyers promptly of any changes to the handling timeline.
Resolution Outcomes and Forms of Settlement
Depending on the content, severity, and verification results of the complaint, BettaMall will determine appropriate measures to safeguard the Buyer’s legitimate rights. Possible resolutions may include:
- Refund of the purchase amount via the original payment method;
- Replacement with a similar product, if available from the Seller;
- Support for return shipping costs in cases where the Buyer is not at fault;
- Reasonable compensation for damages, if legally justified and supported by sufficient evidence.
All resolution outcomes will be communicated clearly, transparently, and in a timely manner to Buyers, ensuring that they are fully aware of their rights and confident in the final decision.
Invalid Complaints
BettaMall reserves the right to refuse complaints that do not meet the required conditions. Specifically, complaints will be deemed invalid if:
- They are submitted after the permitted timeframe;
- The Buyer fails to provide sufficient evidence or necessary documentation;
- The complaint does not comply with BettaMall’s policies, is factually inaccurate, or shows signs of fraud or abuse.