Dispute Resolution Guide
Dispute Resolution Guide
For Vendors on Virtually Hebden
Fairness, clarity, and community — every step of the way.
Why This Matters
Disagreements happen — even in the friendliest towns. But on Virtually Hebden, we handle them with Yorkshire calm, straight talk, and mutual respect.
Whether it’s a missing parcel, a refund request, or a product misunderstanding, this guide shows you exactly how to resolve it — quickly, fairly, and with full support.
1. Principles We Follow
- Transparency — All listings should be clear, accurate, and honest.
- Responsibility — Vendors manage their orders and customer service.
- Community — Assume good intent, and aim to resolve things person-to-person first.
- Support — We’ll step in if needed, but most issues are best handled at shop level.
2. Common Disputes & How to Handle Them
3. Steps to Resolve a Dispute
Step 1: Talk First
Encourage the customer to message you through the platform. Most issues are misunderstandings and can be smoothed out quickly.
Step 2: Offer a Fair Solution
Decide whether a refund, replacement, or credit is appropriate. Be kind, honest, and prompt.
Step 3: Escalate (Only If Needed)
If communication breaks down or you feel stuck, we’ll help mediate.
Contact: virtuallyhebden@gmail.com[Text Wrapping Break]Include:
- Order number
- Summary of messages so far
- Your proposed solution
We aim to respond within 2 working days and resolve within 5 working days.
4. Your Rights as a Vendor
- You’re not required to accept returns on custom, perishable, or sale items (if stated in your shop policy).
- You can set your own return/refund policies — as long as they’re clear and visible.
- You are protected from abusive customers. Let us know if this occurs.
5. Best Practices to Prevent Disputes
- 📸 Use clear, high-quality product photos
- 📝 Write accurate, complete product descriptions
- 📦 Pack securely and label clearly
- ⏱️ Dispatch orders promptly or communicate delays
- 💬 Respond to customer messages within 24–48 hours
6. When Virtually Hebden Will Intervene
We may step in if:
- There’s evidence of fraud or persistent non-delivery
- A vendor repeatedly ignores customer messages
- There’s a pattern of complaints not being resolved fairly
We may:
- Mediate conversations
- Issue refunds on your behalf (rare, case-by-case)
- Suspend accounts that breach community terms
Remember…
Disputes aren’t failures — they’re part of business. What matters is how we respond.
Shoppers remember kindness more than perfection.
And a smooth resolution can turn a tricky situation into a loyal customer.