| Problems
With Merchants |
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| We know that it's never pleasant to have a problem
with a merchant, order or product. To help you quickly resolve issues
with merchants we have developed a complex Dispute Resolution Centre
which can be accesed once you have placed an order.
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Contacting a Merchant |
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1. 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.
2. Send an email (or two) to the merchant stating the problem and
the desired solution.
3. Wait 24 hours.
4. If you do not receive a reply to your question within 24hours
please use the Dispute Resoultion Centre.
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Opening a Dispute Against a Merchant |
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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. |
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Leaving Feedback |
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Within 90 days of purchasing from a merchant all customers have
the opportunity to leave Positive, Neutral or Negative feedback against
a merchant as well as a short feedback comment. We strongly encourage
all customers to leave feedback but urge that if they are experiencing
difficulties with a merchant to use the dispute resolution centre.
To leave feedback login to your account and follow the feedback links.
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