Problems with Sellers or Merchants
Item not received
When you first place your order, we forward each part of your order to the
appropriate merchant for fulfillment. We expect all merchants on BIGshop.com.au
to maintain a high level of customer service: keeping you notified of shipping
times, delays or any other order information. We include their contact information
in your order information so you can speak with them directly regarding any
concerns, changes or even cancellations you might have. BIGshop.com.au also
has a "your account" section for account holders that lists your order
history and contains any order updates we have received from the merchants you've
ordered from.
In the unlikely event that your item has not arrived within 10 days please
follow the following steps:
1. Check the merchants shipping information page in their Bshop. There may
be a reason why all of a particular merchants products take a long time to arrive
2. Contact the merchant by email or phone (details can be found in merchants
Bshop).
3. Raise a dispute against the merchant (click
here to raise a dispute)
We want to ensure that you are completely satisfied with your shopping experience.
You can also rate the responsiveness of the merchant by leaving feedback for
each merchant you buy from in “Your Account” section.
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Item significantly different than described
We know that it's never pleasant to have a problem with an order. By opening
an item dispute in the Resolution Centre, you can contact the Merchant, keep
track of your communication, and resolve the problem as quickly as possible.
Most disputes can be resolve through communication and it's best to contact
the Merchant as soon as you recognise a potential problem. You can open a dispute
in the Resolution Centre within 45 calendar days of the order placed.
If you're unable to resolve the dispute, you can ask BIGshop.com.au to investigate
by escalating the dispute to mediation. You can escalate a dispute to mediation
after the merchant responds to your dispute, or within 14 calendar days of the
dispute being opened.
Click here
to open a dispute.
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Unable to contact the merchant
/ seller
Please allow at least 3 days for a merchant to get in contact with you. Also,
we suggest that before contacting the merchant check your spam filter settings
or junk email folder to make sure that emails have not been rejected from your
inbox.
What do you do after 3 days has passed?
Contact the merchant by selecting “contact merchant” on the order
page in “your account” section. Each merchants “contact merchant”
link will be next to the products you have ordered from them. Alternatively
you can contact the merchant using their “contact merchant” link
in their Bshop.
Send an email (or two) to the merchant stating the problem and the desired solution.
Wait 24 hours.
If you do not receive a reply to your question within 24hours please raise
a dispute against the merchant.
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Leaving and removing feedback
for merchants
Customers have the opportunity to leave feeback for all merchants they purchase
from on BIGshop. To leave feedback please login to "Your Account"
and click on the "Leave Feedback" link. You will then be asked to
select the merchants you would like to leave feedback for. Once left feedback
cannot be changed. Please be very careful when you write your feedback ensuring
that it is honest and does not contain any foul language. Although customers
cannot change feedback left, they can remove it. To remove feedback you have
left, simply login to "Your Account" and click on the "Feedback"
link.
Merchants also have the ability to reply to feedback received. A merchants
reply to feedback received is displayed below the customers feedback.
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