Product Complaint Resolution

Created on Sept 10, 2017

Product Complaint Resolution Policy

1. Introduction

This Product Complaint Resolution Policy (hereinafter referred to as  “PCRP”) is meant to provide adequate resolution to all such orders where the Buyer has raised  any complaint(s) including but not limited to product delivered to the Buyer being not as per specifications mentioned on the website www.getit.qa or as per the order placed by the Buyer or faulty/Damaged/ wrong products, quality issues, size issues etc. and it also covers the mechanism to handle the complaints of Sellers (herein referred as “You”) where You have received the damaged/wrong/partial, product etc.

2. Buyer Complaint Resolution Mechanism

Once buyer receives a product and raises a complaint with regard to the receipt of counterfeit /wrong/damaged/partial product etc.; then GETIT.QA will resolve Buyer’s complaint as per the Buyer complaint resolution mechanism.  Buyer complaint resolution mechanism provides for the remedial action to be taken by you on buyer’s complaint failing which the final resolution will be provided by GETIT.QA to resolve the complaints in accordance of table appended below:

S. No

Nature of Complaint

Remedial Action by Seller

Final Resolution to Buyer

 01

Partial

Shipment/Freebie not received

If the Buyer raises a complaint regarding the receipt  of incomplete or partial shipment then You should dispatch the complete shipment to the Buyer within 48 hours of respective communication.

If You fail to Ship the complete shipment within the stipulated time, GETIT.QA shall deduct the compensation of the freebie value from You.

 02

Unhappy with Standard quality of

 Product*

Follow the Trust Deal Policy

Follow the Trust Deal Policy

 03

Counterfeit Products**

If Buyer complaint pertains to counterfeit product, then GETIT.QA will recall the product from the Buyer.

You    shall be debited with an amount of equivalent to total GMV (Gross Merchandise Value) of all products sold through GETIT.QA’s website or QAR: 100,000 whichever is higher and will lead to immediate delisting of all of your products from GETIT.QA.

 04

Wrong product

If Buyer complaint pertains receipt of wrong product (generally wrong model / Color/ size) GETIT.QA would recall the product.

Seller needs to replace the product immediately at his expense or GETIT.QA shall deduct an amount equivalent to order value inclusive of GETIT.QA’s marketing fee

 

 05

 

Damaged Products

If Buyer complaint pertains to damaged product, then GETIT.QA will recall the product from the Buyer.

Seller needs to replace the product immediately at his expense or GETIT.QA shall deduct an amount equivalent to order value inclusive of GETIT.QA’s marketing fee

 06

Faulty & Defective Products

If Buyer complaint pertains to faulty & defective product, then GETIT.QA will direct them to you for the warranty purpose.

If the faulty product is not repairable (eligible under manufacture warranty), the seller should replace/ refund the product/value

 07

Used Product

If Buyer complaint pertains to Used product, then GETIT.QA will recall the product from the Buyer.

GETIT.QA shall deduct an amount of QAR:100,000/- from You and Terminate your account immediately.

*excluding the products of Electronics category
** includes product without manufacturing warranty

In case seller prefers to raise a dispute with regard to the penalty levied on him, Seller has to raise a dispute within 7 calendar days of receiving its payment advice from GETIT.QA. In case You fail to raise a claim within time line mentioned above, it shall be presumed that You have waived Your right to raise a complaint and GETIT.QA shall not be obliged to entertain any claim/dispute thereafter in respect thereof.

GETIT.QA shall investigate the dispute and provide a resolution within 7 calendar days of dispute being raised by seller.

In case GETIT.QA found that the penalty has been wrongly levied on Seller then GETIT.QA shall reverse the amount into seller’s account in next payment cycle.

Genuine claims received within stipulated time period along with requisite proofs will be resolved within 9 calendar days from the date of raising of claim. The proof of delivery would be conclusive evidence for the closure of such claims.

Note: - All reverse picked up products shall have a pack slip attached to it which will indicate “Customer Complaint Returns”.

3. Seller Complaint Resolution Mechanism

Seller complaint resolution mechanism provides the final resolution of their complaint with regard to the quality, condition and adequacy of the product returned by Buyer under reasons mentioned under Section 2 above, further it also defines the mechanism for GETIT.QA to resolve the complaints, which arises after receipt of products to seller reverse picked from Buyer: -

  1. In case returned product is delivered back to You, you shall raise the claim within 3 calendar days of receiving such product. In case You fail to raise a claim within time line mentioned above, it shall be presumed that You have waived Your right to raise a complaint and GETIT.QA shall not be obliged to entertain any claim/dispute thereafter in respect thereof.
  2. In case You received a damaged product then You have to mention “Damaged” on Proof of Delivery, if outer packing is tampered or damaged and before opening any such shipment, You have to take images of outer packaging for future reference You can raise a dispute within 3 calendar days of receipt of the product along with the images of outer packaging, inner packaging and product itself, if You have received damaged/wrong /empty /partial product.
  3. If the reverse picked up product is not delivered to you after the expiry of 10 days from date of reverse pick-up confirmation date, the sale proceeds for such product will be paid to you in next payment cycle.
  4. Reverse Picked up Product Remains undelivered:
    • In case any shipment is not accepted by you at first attempt or undelivered, GETIT.QA will send a notification to you and would request you to confirm if GETIT.QA should re-attempt the delivery for one more time.
    • In case you request for re-attempt, but the same is not delivered within 5 calendar days from the date of request or 7 calendar days have expired from the date of second attempt request, GETIT.QA will pay complete Sale proceeds to the seller.
    • In case, GETIT.QA does not receive any response from seller within 3 calendar days of the captioned notification then it shall be presumed that You have waived all Your ownership rights vested in the product shipped to the buyer and thus it will become an unclaimed shipment/product.
    • Further, due to cost and space constraints, GETIT.QA reserves all the right to liquidate all such unclaimed shipment/ products without any obligations of any kind to you or any third Party(s).

Notes:

1)  In the event you refuse to accept the reverse picked up product from Buyer, then the date on which you have refused to accept the reverse picked up product, shall be deemed to be date of delivery of the reverse picked up product to you for the purposes above.

2)  In all cases the date of dispatch will be same as the date of e-mail notification from GETIT.QA

3)  In order to raise any dispute / query, please write at sellershelp@getit.qa

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