1. Non-receipt Claim
The burden of proof is on the seller only.
When the buyer claims that he/she has not received the product(s) and raises a non-receipt claim, the payment will be held by Cartspree Guarantee. If the seller can provide valid shipping proof, the buyer’s request will be denied. The dispute will only be raised if the buyer insist on the claim by submitting further evidence. Cartspree will gather the supporting documents from both parties and shall conduct thorough investigation.
Supporting documents from the seller:
- Formal shipping proof (i.e. delivery receipt and tracking number if any).
- Photo of the parcel package / information, including information of delivery company, tracking number, seller’s and buyer’s name, contact number and shipping address.
- Chat history or any other evidence showing prior negotiation.
2. Normal Returns Disputes
a) Seller does not agree with the return request
The burden of proof is on the buyer only.
When the buyer receives his/her product(s) in a different condition (i.e. damaged/faulty or significantly different from seller’s description), the payment will be held by Cartspree Guarantee. The buyer will have to produce a photo and/or video evidence that visibly shows the reason for refund. The dispute will only be raised if the seller does not agree with the return with valid reasons in accordance with Cartspree's return/refund policy. Cartspree will gather the supporting documents from the buyer.
Supporting documents from the buyer:
- Photos of the product(s) showing areas which are damaged and/or wrong.
- Proof of attempt to resolve with the seller (i.e. chat history).
- Chat history or any other evidence showing prior negotiation.
b) Seller agrees with the return request but did not receive the product(s)
The burden of proof is on the buyer only.
If both buyer and seller agree on a return request and the seller claims the product(s) was not received, the buyer will need to provide a valid shipping proof in order to get a refund.
Supporting documents from the buyer:
- Formal shipping proof (i.e. delivery receipt and tracking number if any).
- Photo of the parcel package / information, including information of delivery company, tracking number, seller’s and buyer’s name, contact number and shipping address.
- Chat history or any other evidence showing prior negotiation.
3. Additional Information
a) Lost Mail
Cartspree recommends sending all packages via registered mail to avoid any lost shipments. However, if there is an agreement between both parties to use normal mail, don’t forget to keep your shipping receipt in case of a non-receipt claim.
Kindly note that any prior agreements will be honoured. For instance, if the seller agreed to use registered mail but opted for normal mail instead, the seller will be responsible for the lost mail. The buyer will be refunded the full amount even if the seller can provide valid delivery proof.
b) Evidence Quality
Whether you are the buyer or seller, the quality of your evidence has to be clear. Once a dispute has been raised, you will have 3 days* to submit your evidence or the payment will be released to winning party. In any case if the evidence collected is not clearly visible, Cartspree will give you notice that it will not be accepted. You will have 2 additional days to provide new evidence or Cartspree will release the payment held in Cartspree Guarantee.
*The number of days can differ from market to market.
c) Return Shipping Cost
Since the seller is responsible for returns due to wrong, damaged and/or faulty products, we strongly suggest the seller to cover return shipping costs. This arrangement will be decided between the buyer and the seller. Cartspree will only refund the amount that is held in Cartspree Guarantee.