Dispute Resolution Policy

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1Our Approach

We believe a good marketplace protects everyone. Our goal is to resolve disputes fairly and impartially, looking at the facts and evidence from both the buyer and the seller, and applying our published policies consistently. Most disputes are resolved amicably through our support team without the need for any formal process.

2Types of Disputes We Help With

• Item not received, delayed, or delivery problems.
• Item damaged, defective, wrong, incomplete or not as described.
• Refund, return, exchange or cancellation disagreements.
• Product authenticity questions, including gemstones and minerals.
• Payment, commission or payout queries between sellers and Arbsbuy.

3Who Can Raise a Dispute & How

Both buyers and sellers can raise a dispute. The fastest way is through our 24/7 AI Live Support or by emailing support@arbsbuy.pk with your order number, a clear description of the issue, and the outcome you are seeking. Please raise order-related disputes within 7 days of delivery (or the expected delivery date) so we can act while couriers and records are fresh. The other party is then given a fair opportunity to respond and submit their own evidence before a decision is made.

The quickest route for an order problem is the order itself: open My Account → Orders, open the order and choose Report a Problem under Need help?. Pick the claim reason — empty parcel, wrong item, damaged item or not received — describe what happened and submit. That registers the complaint against the order with the seller's packing proof and the order record already attached, which is faster than any email. One complaint can be open on an order at a time. See Arbsbuy Protected for what each claim reason covers.

4How Dispute Resolution Works

1. Talk first / AI Live Support. Most issues are solved fastest by contacting our 24/7 AI Live Support or emailing us with your order number.
2. Raise a dispute. If it isn't resolved, formally raise the issue with us, clearly describing the problem and the outcome you want.
3. Share evidence. Both buyer and seller submit supporting evidence (photos, unboxing video, tracking, certificates, chat records) within the stated time.
4. Arbsbuy Pakistan reviews & mediates. Our team examines the evidence against our policies and works toward a fair resolution between both parties.
5. Decision. We issue a decision — such as a refund, replacement, return, release of payment, or dismissal — and explain the basis.

5Evidence We Consider

Fair decisions depend on good evidence. We may consider:

• The product listing, description and photos at the time of order.
• Order, payment and courier tracking records.
• Photographs and a continuous unboxing video (strongly recommended for both sides).
• Laboratory certificates and reports for gems and high-value items.
• Messages between buyer and seller, and our support records.

Two kinds of evidence carry particular weight. The first is the seller's packing proof — the photos or short video of the sealed parcel with the order number visible, uploaded when the order was marked shipped. The second is your own unboxing video. A claim where the seller has packing proof and the buyer has an unboxing video is usually settled in days. Where a seller has uploaded no packing proof at all, that absence counts against them.

Counterfeit claims. If you believe a product you received is fake, say so in your complaint and attach photos of the item, its markings and its packaging. Products naming a protected brand can only be listed by a seller who has given us an authorisation letter, distributor certificate or purchase invoice, so we can check that paperwork against your claim. A confirmed counterfeit means a full refund to you and removal of the listings, with the money recovered from the seller.

6Gem & High-Value Authenticity Disputes

For disputes over the authenticity, treatment or quality of gemstones, minerals or other high-value items, the item may be submitted to a mutually agreed independent gemological laboratory. As set out in Section 11 of our Terms, the laboratory's report is the primary basis for the decision, and the party found to be at fault bears the cost of testing and return shipping.

7Refunds, Returns & Payout Holds During a Dispute

While a dispute is open, Arbsbuy Pakistan may hold the relevant payment or seller payout until the matter is resolved, to protect both parties. Depending on the outcome, we may issue a refund or replacement to the buyer, release payment to the seller, arrange a return, or split costs fairly. Refunds and returns follow our Refund & Returns Policy.

8Payment Disputes

Arbsbuy Pakistan takes Cash on Delivery and Bank Transfer only — there are no card payments on this site, so there are no card chargebacks. If you paid by bank transfer and believe the amount is wrong, contact us first with your order number and the transfer reference; raising it with your bank first is slower, not faster. While a payment dispute is open we may hold the related seller payout until it is settled. Where the dispute results from a seller's error or a misrepresented item, the cost is set off against that seller's balance, as described in the Seller Agreement.

If someone contacts you claiming to be from Arbsbuy Pakistan and asks you to pay into a personal account, send money on EasyPaisa or JazzCash, or share an OTP, it is a scam. Read Fraud & Scam Prevention.

9Decision, Appeals & Finality

After reviewing the evidence, Arbsbuy Pakistan issues a clear decision and explains the basis. If you genuinely believe a decision was made in error, you may request one review (appeal) by replying with new or additional evidence within a reasonable time — our team will reconsider the case. Our review decision is intended to be a fair, final resolution within the Platform. Nothing in this process limits any legal rights you may have, which remain subject to the Governing Law and Jurisdiction section below.

10Fraud & Abuse of the Process

The dispute process is for genuine issues. Making false claims, fabricating or altering evidence, swapping items, or otherwise abusing the process is a serious breach. It may lead to dismissal of the claim, account restrictions or termination, recovery of losses and costs, and referral to the authorities, as described in our Terms & Conditions.

11Timelines

We aim to acknowledge disputes within 1–2 business days and to resolve most within a reasonable period after receiving the necessary evidence. Some cases — such as those requiring independent laboratory testing, a bank chargeback, or courier investigation — may take longer. We will keep both parties informed throughout.

12Escalation & Governing Law

13Contact Us

Need to raise or resolve a dispute? The fastest way is our AI Live Support, available 24/7 — just tap the chat icon at the bottom-right of any page — or email us with your order number.

See also: Seller Agreement · Seller Policy · Refund & Returns