BettaMall is committed to creating a transparent, fair, and sustainable e-commerce environment for both Buyers and Merchants. We recognize that return or refund requests may arise during transactions. Such cases must be handled in compliance with established policies to ensure customer protection while maintaining fairness for Merchants.
This policy, developed in alignment with BettaMall’s General Return and Refund Policy, sets out the rights, obligations, and responsibilities of Merchants in receiving, reviewing, and resolving return/refund requests.
Merchant Responsibilities
(i) Responding to Buyer Requests:
Upon receiving a notification from BettaMall, the Merchant must respond within the specified timeframe to confirm the information and propose an appropriate resolution.
(ii) Receiving and Inspecting Return Request:
When a return request is initiated, the Merchant must inspect and verify the product’s condition against the Buyer’s claims and update the verification results on BettaMall’s system within the required period. All verifications must be objective, transparent, and supported with valid evidence (e.g., photos, videos, handover records).
(iii) Providing Accurate Information:
Merchants are required to provide truthful and accurate information regarding the product, transaction, and supporting documents as requested by BettaMall. Any false, misleading, or fraudulent information will be subject to sanctions under BettaMall’s rules and may result in disciplinary actions.
(iv) Cooperating in Dispute Resolution:
Merchants must cooperate with BettaMall in resolving return/refund-related disputes and claims. This includes timely provision of documents, evidence, and support during investigations, as well as complying with interim measures imposed by BettaMall (e.g., temporary withholding of payments) until a final resolution is reached.
Merchant Right to Appeal
Merchants have the right to appeal return/refund requests they deem unjustified or non-compliant with BettaMall’s policies. Appeals must be filed within the timeframe set by BettaMall, starting from the date of notification.
When submitting an appeal, Merchants are required to provide complete supporting materials and evidence, including but not limited to photos, videos, delivery records, shipping documents, or other relevant proof. BettaMall will review all submissions along with Buyer-provided information to reach a final conclusion.
All appeals will be handled objectively, transparently, and within a reasonable period. Final outcomes will be communicated via the system and serve as the official basis for further actions, such as refunds, product returns, or other measures in accordance with BettaMall’s regulations.
Shipping Cost Responsibility
In most cases, Buyers are responsible for return shipping fee.
Refund Guidelines
(i) Refund Conditions
BettaMall will process refunds to Buyers under the following conditions:
- Merchant Confirmation: Merchant confirms receipt of the returned product and approves the refund.
- Refund without Return: BettaMall, at its discretion, or upon agreement with the Buyer, approves a refund without requiring product return.
- Carrier Confirmation: Refund approved based on confirmation from the shipping provider that the return has been received.
- Special Waivers: BettaMall may approve refunds without waiting for product return if conditions are met (e.g., Buyer has no prior record of policy violations).
- No Merchant Response: If the Merchant fails to respond within the required timeframe, BettaMall may unilaterally proceed with refund issuance.
(ii) Refund Principles
Once a return request has been validated as eligible and fully compliant with BettaMall’s requirements, the paid amount will be refunded to the Buyer via the original payment method. The refund process typically takes approximately 2-5 business days, excluding any additional processing time required by the Buyer’s bank or payment intermediary.
Dispute Resolution
In the event of disputes arising from return or refund requests, Buyers and Merchants are required to first seek resolution through direct communication using BettaMall’s in-system channels.
If no agreement can be reached, BettaMall will intervene as a mediator, reviewing available evidence and applicable policies to provide a fair determination. If the dispute remain unresolved, the matter will be referred to competent legal authorities, such as courts or arbitration.
During this process, BettaMall reserves the right to withhold or adjust payment obligations to the Merchant until a final ruling is issued.