Handling Disputes For Sellers

Disputes can arise occasionally, but PeerMetals is here to help sellers resolve them efficiently and fairly. By following the steps outlined below, you can effectively address disputes while maintaining a professional relationship with buyers.

1. Understanding the Dispute Process

• Buyer Opens a Case: A buyer may open a case if they experience issues such as a delayed shipment, damaged items, or items not as described.

• Notification: You’ll receive an email and an in-app notification when a dispute is opened against one of your orders.

• Response Timeline: You are required to respond to the dispute within 3 business days to avoid automatic escalation.

2. Review the Buyer’s Claims

• Log in to your PeerMetals account and navigate to the Seller Hub and locate the "Cases” button.

• Review the buyer’s claim details, including the reason for the dispute and any supporting evidence they’ve provided (e.g., photos or messages).

  

3. Responding to the Dispute

• Communicate Professionally: Use the in-app messaging system to address the buyer's concerns and work toward a resolution.

• Provide Evidence: If applicable, upload evidence to support your side of the claim, such as:

  • Proof of shipment or tracking details.

  • Photos or videos of the item or package before shipment.

  • Documentation of the item’s condition or authenticity.

4. Resolving the Issue

• Offer a Solution: Depending on the situation, consider offering one of the following resolutions:

  • Refund with the buyer returning the item.

  • Replacement or exchange (if applicable).

  • Additional support, such as helping the buyer locate a delayed shipment.

• Negotiate with the Buyer: Work collaboratively to reach an agreement that satisfies both parties.

5. Escalation to PeerMetals

• If you and the buyer cannot agree on a resolution, the dispute can be escalated to PeerMetals for mediation.

• A PeerMetals representative will review the evidence from both parties and make a final decision.

• Be prepared to comply with the outcome of the dispute resolution process.

6. Preventing Future Disputes

• Accurate Listings: Ensure your item descriptions, photos, and details are accurate and complete.

• Prompt Shipping: Ship items within the specified time frame and provide tracking information.

• Effective Communication: Respond promptly and professionally to buyer inquiries.

Need Help?

If you have any questions or concerns about handling disputes and our Buyer Protection Policy, our support team is here to assist you. Visit our contact us page for more help.