Effective Date: November 1, 2025
This Disputes: Emergence and Resolution Policy (“Policy”) governs the process for raising, reviewing, and resolving disputes (“Disputes”) between Buyers, Sellers, and the dailydoll.shop platform (“Platform”). This Policy forms an integral part of the Platform’s Terms of Use, Return Policy, and Delivery Policy.
By using the Platform, all parties agree to comply with this Policy.
1. General Principles
1.1. The Platform operates as an online marketplace facilitating transactions between independent Sellers and Buyers. The Platform is not a party to the sales contract between Buyer and Seller and does not assume responsibility for Seller performance, shipping, fulfillment, or product quality.
1.2. Disputes may arise from issues including, but not limited to:
- nondelivery or delayed delivery;
- receipt of incorrect or damaged goods;
- items materially not as described;
- disputes concerning returns, Store Credit, or refund eligibility;
- improper Seller conduct or failure to comply with Platform policies.
1.3. All Disputes must be handled in accordance with this Policy, the Return Policy, and the Delivery Policy. In case of conflict between Policies, the Return Policy prevails on refund and Store Credit matters.
2. Preconditions for Filing a Dispute
2.1. Before a Dispute may be filed, Buyers must first attempt to resolve the matter directly with the Seller through the Platform’s messaging system.
2.2. Sellers must respond to Buyer inquiries within a reasonable timeframe and may be required to provide:
- proof of shipment,
- tracking information,
- product photos or documentation,
- explanations of delays or delivery issues.
2.3. If the Seller does not respond within a reasonable timeframe or fails to resolve the issue, the Buyer may escalate the matter to the Platform for dispute resolution.
2.4. All Dispute requests must be submitted within 180 days from the date of purchase. Claims submitted after this period will not be reviewed.
3. Filing a Dispute
3.1. Disputes must be submitted in writing to:
3.2. A valid Dispute request must include:
- order number;
- Buyer’s name and email address;
- a clear description of the issue;
- supporting evidence such as photos, videos, tracking screenshots, or carrier notices.
3.3. The Platform reserves the right to request additional evidence from either party.
3.4. Failure to provide sufficient evidence may result in the Dispute being denied.
4. Categories of Disputes and Applicable Rules
4.1. Nondelivery and Lost Shipments
A Buyer may file a Dispute if:
- the order has not been delivered,
- tracking information is missing or invalid,
- the shipment is confirmed lost by the carrier.
Applicable rules:
- (a) If the Seller cannot provide proof of shipment, the Dispute may be resolved in the Buyer’s favor.
- (b) If proof of shipment exists but the carrier lost the item, the Platform will apply the Return Policy and Delivery Policy, and the Seller must proceed with the appropriate remedy.
- (c) The Buyer may qualify for a monetary refund under the Return Policy.
4.2. Delivered but Not Collected Orders
This category applies when:
- tracking confirms delivery to the provided address,
- or the parcel was available for pickup and the Buyer failed to collect it,
- and the shipment was returned to the Seller.
Applicable rules:
- (a) No monetary refund is issued.
- (b) The Buyer may receive Store Credit only.
- (c) Re-shipping requires payment of a new shipping fee by the Buyer.
4.3. Items Not as Described
A Dispute may be filed if the delivered item exhibits material differences from:
- the listing description,
- the provided photos,
- stated characteristics.
Applicable rules:
- (a) Upon verification, the Buyer may qualify for a monetary refund.
- (b) The Seller may be required to accept the item back, according to instructions provided by the Platform.
- (c) If the Seller acted fraudulently, additional sanctions may apply.
4.4. Damaged Items
A Dispute may be filed if the item arrives damaged during transit.
Applicable rules:
- (a) The Buyer must provide photographic or video evidence of damage.
- (b) The Seller must cooperate with the carrier’s claims process.
- (c) The Buyer may qualify for a monetary refund under the Return Policy.
- (d) Damage caused by poor packaging is considered improper Seller performance.
4.5. Incorrect Item Received
If the Buyer receives an item different from the one ordered:
- (a) The Buyer is eligible for a full monetary refund after returning the incorrect item.
- (b) The Seller must cover return shipping if required by the Platform.
- (c) The Seller may incur additional sanctions for repeated violations.
4.6. Returns, Store Credit, and Buyer Remorse
- (a) If the Buyer wishes to return an item without a defect, or simply “changed their mind,” this constitutes Buyer Remorse.
- (b) No monetary refund is available for Buyer Remorse.
- (c) The Buyer may be eligible for Store Credit, subject to the Return Policy.
- (d) The item must be in original condition and approved for return by the Seller.
5. Resolution Process
5.1. Upon receiving a valid Dispute, the Platform will review all submitted evidence and may require both parties to provide further materials.
The Platform may:
- mediate communication between Buyer and Seller,
- request proof of compliance with the Delivery Policy,
- review Seller performance history,
- apply the Return Policy to determine the appropriate outcome.
5.3. The Platform’s decision regarding the Dispute is final within the scope of the Platform’s Terms of Use.
6. Remedies and Outcomes
Possible outcomes of a Dispute include:
- (a) Monetary refund — applicable only in eligible cases under the Return Policy (e.g., nondelivery, loss, defect, damage, incorrect item).
- (b) Store Credit — applicable for Buyer Remorse, uncollected deliveries, or voluntary returns of non-defective items.
- (c) Re-shipping — Buyer must pay for re-shipping if nondelivery occurred due to Buyer inaction.
- (d) Rejection of the Dispute — when the Buyer fails to provide sufficient evidence or submits the case outside the 180-day window.
- (e) Sanctions against the Seller — including warnings, temporary restrictions, or removal from the Platform for repeated violations.
7. Platform’s Role and Limitations
7.1. The Platform is not a party to the sales contract between Buyer and Seller and does not assume liability for:
- shipping delays,
- carrier errors,
- customs issues,
- damaged or lost packages,
- Seller misconduct.
7.2. The Platform may intervene solely to ensure compliance with Platform policies and marketplace standards.
7.3. The Platform is not responsible for actions or omissions of third-party carriers or for damages incurred during transit.
8. Fraud Prevention and Abuse
8.1. The Platform reserves the right to deny Dispute claims in cases of:
- fraud,
- manipulation,
- dishonesty,
- repeated unfounded claims.
8.2. The Platform may suspend or remove any Buyer or Seller engaging in fraudulent activity.
9. Amendments
The Platform may update this Policy at any time.
The updated Policy becomes effective upon publication.
Continued use of the Platform constitutes acceptance of all amendments.
10. Contact Information
All Dispute-related inquiries must be directed to:
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