Introduction
At GBFM, we prioritise fairness, transparency, and community and aim to have a fair dispute resolution system. Disputes are rare, but if they arise, we’re committed to resolving them quickly and ethically. This guide explains how to raise a dispute, what to expect, and how we’ll support you, in line with our Customer Code of Conduct and Seller Code of Conduct.
When to Raise a Dispute
You could raise a dispute if:
- A customer claims an item wasn’t received, is not as described, or violates the Customer Code of Conduct, and the seller is not able, or willing, to resolve the issue directly.
- A seller fails to meet their obligations (e.g., late shipping, misrepresented products) as outlined in the Seller Code of Conduct.
- There’s a payment issue (e.g., missing funds, incorrect fees).
Step 1: Try to Resolve Directly
- For Sellers: Contact the customer via email, preferably to understand their concerns. Offer a fair and reasonable solution (e.g., full/partial refund, replacement, or clarification).
- For Customers: Message the seller first. Most issues are resolved quickly through open communication.
- Document everything (screenshots, emails, order details).
Step 2: Escalate to GBFM
If you can’t resolve the issue:
- Gather evidence:
- Order number, date, and relevant communication.
- Proof of postage (for sellers) or product photos (for customers).
- Submit a dispute:
- We’ll aim to review within 2 working days and mediate a fair outcome.
- Please note, we keep a track of all known issues, and if any patterns start to form with either a courier, customer or seller, we will handle the issue appropriately.
Step 3: Our Process
- We’ll contact both parties to understand the issue.
- We may request additional evidence (e.g., tracking info, product photos).
- We’ll propose a resolution based on our Codes of Conduct and UK consumer law.
- If needed, we’ll involve a neutral third party (e.g., PayPal’s dispute system).
Possible Outcomes
- Refund or replacement issued to the customer.
- Order adjusted (e.g., fee waived, listing updated).
- Account review if any party repeatedly violates our Codes of Conduct.
- No action if the claim is unfounded in our view (we’ll explain why).
Our Commitment to Fairness
- We’ll always listen to both sides.
- We’ll follow our Terms of Service, UK consumer law, and our Codes of Conduct.
- We’ll keep you informed at every step.
- We aim to have a fair dispute resolution system and welcome all feedback.
Preventing Future Disputes
For Sellers:
- Use clear product descriptions and accurate photos.
- Ship orders promptly and use tracked postage wherever possible.
- Communicate proactively if delays occur.
For Customers:
- Read product descriptions and seller policies carefully.
- Contact the seller first if there’s an issue.
- Treat sellers with basic human respect; remember, they’re small UK producers without a huge team.
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