What is this workflow?

This workflow outlines the steps to resolve disputes related to online purchases, helping consumers navigate the process of addressing problems such as non-delivery, incorrect items, or damaged goods. It ensures that users understand their rights and the steps needed to seek resolution.

Who should use this workflow?

This workflow is designed for consumers who have experienced issues with online purchases and wish to pursue resolution through various channels, including merchant communication and dispute filing.

What you'll need

• Order confirmation email or receipt

• Photos of any issues with the purchased items

• Documentation of communication with the merchant

• Payment method information for dispute processes

Step-by-step process

1. Document your purchase details and identify the problem.

2. Upload your order confirmation and relevant photos.

3. Identify the platform where the purchase was made.

4. File a dispute with the marketplace or contact the merchant directly.

5. If unresolved, determine your payment method and file a chargeback if necessary.

Expected timeline and outcomes

Expect to spend 2-4 hours on the process, which may involve waiting for merchant responses and chargeback investigations. The outcome will depend on the merchant's resolution and the credit card company's decision.

Tips for success

• Be thorough in documenting your purchase and communication.

• Keep records of all interactions with the merchant.

• Understand your rights as a consumer and the policies of the platform you purchased from.