Resolving Disputes

At PeerMetals, we strive to ensure smooth and secure transactions for both buyers and sellers. However, disputes can sometimes arise. Our dispute resolution process is designed to provide a fair and efficient way to address issues and reach resolutions.

Common Reasons for Disputes

1. Item Not as Described:

   The item received does not match the seller’s listing (e.g., incorrect weight, purity, or condition).

2. Non-Delivery:

   The item has not been delivered within the estimated timeframe.

3. Damaged Items:

   The item arrives damaged due to improper packaging or shipping mishandling.

4. Counterfeit or Fraudulent Items:

   The item is found to be counterfeit or otherwise fraudulent.

How to Initiate a Dispute

1. Contact the Seller:

   • Use PeerMetals’ direct messaging system to inform the seller about the issue.

   • Provide detailed information, including photos or supporting evidence if applicable.

2. Open a Dispute Case:

   • If the issue cannot be resolved directly with the seller, log into your PeerMetals account.

   • Navigate to the "Orders" section and select the order in question.

   • Click on "Report a Problem" and fill out the required form, including a detailed description and any supporting documentation (e.g., photos, tracking information).

     

3. Submit the Case:

   • Once the dispute is submitted, PeerMetals will review the case and mediate between the buyer and seller.

     

Dispute Resolution Process

1. Review by PeerMetals Team:

   • Our team will evaluate the evidence provided by both parties.

   • PeerMetals may request additional information to ensure a fair assessment.

2. Mediation and Communication:

   • PeerMetals will act as an intermediary to facilitate communication and resolution.

   • Both parties will have opportunities to provide input.

3. Final Decision:

   • Based on the evidence and platform policies, PeerMetals will make a final decision to resolve the dispute.

   • Possible outcomes include a full refund, partial refund, replacement, or denial of the claim.

4. Resolution Notification:

   • Both parties will be notified of the final decision via email and in their PeerMetals account.

Tips for Avoiding Disputes

• For Buyers:

  • Review item descriptions, photos, and seller ratings before purchasing.

  • Communicate with the seller to clarify any details before finalizing a transaction.

• For Sellers:

  • Provide accurate item descriptions and high-quality photos.

  • Package items securely to prevent damage during transit.

Frequently Asked Questions

Q: How long does the dispute resolution process take?

A: Most disputes are resolved within 1-7 business days, depending on the complexity of the issue.

Q: What happens if I disagree with the final decision?

A: PeerMetals’ decisions are final, but our support team can provide additional clarification if needed.

Q: Can I open a dispute after receiving a refund?

A: No, disputes cannot be opened once a refund has been issued and accepted.

Need Help?

If you have any questions or concerns about how PeerMetals resolves disputes, our support team is here to assist you. Visit our contact us page for more help.

At PeerMetals, we are committed to ensuring fair outcomes for all users. Our dispute resolution process is here to protect your interests and maintain trust on our platform.