Dispute Resolution Overview

At Exorra, we understand that occasionally issues arise between buyers and sellers. Our dispute resolution process is designed to resolve conflicts fairly, efficiently, and transparently while protecting the interests of both parties.

Key Principles

• Fairness: All disputes are reviewed impartially based on evidence and our policies
• Transparency: Clear communication throughout the process
• Efficiency: Quick resolution to minimize impact on both parties
• Protection: Safeguarding legitimate interests of buyers and sellers

Types of Disputes We Handle

• Item not received by buyer
• Item significantly not as described
• Damaged items during shipping
• Quality issues or defective products
• Unauthorized transactions
• Return and refund disputes
• Service delivery issues

When to File a Dispute

Before filing a dispute, we encourage direct communication between buyers and sellers. Many issues can be resolved quickly through friendly conversation.

Try Direct Communication First

• Contact the seller/buyer through our messaging system
• Clearly explain the issue and your concerns
• Allow reasonable time for response (48-72 hours)
• Work together to find a mutually acceptable solution

When Direct Communication Fails

File a dispute if:

• The other party doesn't respond to messages within 72 hours
• You cannot reach a mutually acceptable solution
• The seller refuses to provide tracking information
• The buyer refuses to pay for received items
• There's evidence of fraudulent activity

Time Limits for Filing Disputes

Dispute Resolution Process

Our dispute resolution process follows a structured approach to ensure fair outcomes:

Investigation Criteria

Our investigation team considers:

• Original listing description and photos
• Communication history between parties
• Shipping and delivery records
• Photos and evidence provided by both parties
• Transaction history and payment records
• Previous dispute history of both parties

How to File a Dispute

Filing a dispute on Exorra is straightforward. Follow these steps:

Step-by-Step Filing Process

1. Log into your account and navigate to your order history
2. Find the problematic order and click "Report Issue" or "File Dispute"
3. Select dispute type from the provided categories
4. Provide detailed description of the issue (minimum 100 characters)
5. Upload supporting evidence (photos, screenshots, documents)
6. Submit preferred resolution (refund, replacement, partial refund)
7. Review and submit your dispute

Required Information

• Order number and transaction ID
• Clear description of the issue
• Timeline of events leading to the dispute
• Preferred resolution outcome
• Supporting evidence (photos, messages, etc.)

Evidence and Documentation

Strong evidence is crucial for a successful dispute resolution. Here's what to provide:

For Buyers

Item Not Received

• Screenshots of order confirmation
• Tracking information showing no delivery
• Communication with seller about shipping
• Photos of delivery location if applicable

Item Not as Described

• Original listing screenshots
• Clear photos of received item
• Close-up photos showing discrepancies
• Size/measurement comparisons
• Messages discussing the differences

Damaged Item

• Photos of packaging upon arrival
• Multiple angles of damage
• Shipping carrier damage report
• Immediate notification to seller

For Sellers

Item Was Delivered

• Shipping receipt and tracking info
• Delivery confirmation
• Signature confirmation if available
• Photos of item before shipping
• Packaging photos

Item Was as Described

• Original photos used in listing
• Detailed description screenshots
• Quality control photos
• Manufacturing specifications
• Previous positive reviews for similar items

Mediation Process

Before making a final decision, our mediation team may facilitate communication between parties to reach a voluntary agreement.

How Mediation Works

• Neutral Mediator: Trained Exorra staff member facilitates discussion
• Voluntary Process: Both parties must agree to participate
• Confidential: Discussions remain private between parties
• Non-binding: Either party can exit mediation at any time

Mediation Benefits

• Faster resolution than formal dispute process
• Parties maintain control over outcome
• Often preserves business relationship
• Reduces stress and conflict
• Cost-effective solution

When Mediation May Be Offered

• Both parties are responsive and communicative
• The dispute involves subjective quality issues
• There's room for partial compensation
• Both parties have good platform history

Possible Dispute Outcomes

Based on our investigation, disputes can have various outcomes:

Buyer Favorable Outcomes

• Full Refund: Complete refund of purchase price and shipping
• Partial Refund: Refund reflecting the difference in value/quality
• Replacement Item: Seller provides correct/undamaged item
• Keep Item + Partial Refund: Buyer keeps item with compensation

Seller Favorable Outcomes

• No Action Required: Dispute found to be without merit
• Return Required: Buyer must return item for refund
• Shipping Coverage: Exorra covers return shipping costs
• Partial Compensation: Minor adjustment for inconvenience

Mutual Responsibility

• Split Cost: Both parties share resolution costs
• Exchange + Fee: Product exchange with shared shipping
• No Resolution: Insufficient evidence for either side

Appeals Process

If you disagree with a dispute resolution decision, you may file an appeal under specific circumstances:

Grounds for Appeal

• New Evidence: Significant new evidence not available during original review
• Policy Misapplication: Clear error in applying Exorra policies
• Procedural Error: Failure to follow proper dispute procedures
• Technical Error: System or processing error affected outcome

Appeal Requirements

• Must be filed within 14 days of original decision
• Provide specific reasons for appeal
• Submit new evidence if claiming new evidence grounds
• Pay appeal fee (refunded if appeal is successful)

Appeal Process

1. Submit Appeal: File appeal with supporting documentation
2. Fee Payment: Pay non-refundable appeal fee ($25)
3. Senior Review: Senior dispute specialist reviews case
4. Decision: Final decision issued within 10 business days

Preventing Disputes

The best dispute is one that never happens. Here are tips for buyers and sellers to avoid conflicts:

For Sellers

• Accurate Listings: Provide detailed, honest descriptions
• Quality Photos: Use clear, well-lit photos from multiple angles
• Responsive Communication: Reply to messages promptly
• Secure Packaging: Package items carefully to prevent damage
• Tracking Information: Always provide tracking numbers
• Clear Policies: State return and shipping policies clearly

For Buyers

• Read Carefully: Review all listing details and policies
• Ask Questions: Contact seller for clarification before buying
• Check Reviews: Read seller reviews and ratings
• Document Issues: Take photos immediately upon delivery
• Communicate Early: Contact seller promptly if issues arise
• Be Reasonable: Consider fair solutions before filing disputes

Best Practices for Both

• Maintain professional, courteous communication
• Document all interactions and transactions
• Respond to messages within 24-48 hours
• Be honest about issues and work toward solutions
• Follow through on commitments made

Get Help with Disputes

Our dispute resolution team is here to help you understand the process and resolve issues fairly:

Contact Options

• Dispute Help Center: Comprehensive guides and FAQs
• Email Support: disputes@exorra.com
• Live Chat: Available through your account dashboard
• Phone Support: +968 9123 6120 for urgent matters

Support Hours

• Email & Chat: 24/7 availability
• Phone Support: Monday-Friday, 9 AM - 6 PM EST
• Emergency Line: Available for urgent disputes involving safety

What Our Team Can Help With

• Explaining the dispute resolution process
• Helping you gather appropriate evidence
• Facilitating communication between parties
• Providing updates on dispute status
• Clarifying Exorra policies and procedures