This Dispute Resolution Policy governs transaction disputes on List99 (the “Platform”). This Policy is incorporated into and governed by the List99 Terms of Service.
1. General Principles
List99 aims to facilitate fair and efficient resolution of transaction issues. List99 is not a party to transactions and does not guarantee outcomes. List99 may act as a facilitator, reviewer, or final decision-maker under this Policy.
2. Initial Resolution Requirement
Before formally escalating a dispute, users should attempt to resolve the issue through the Platform’s messaging or resolution tools unless the Platform directs otherwise or circumstances make that impracticable.
3. Eligible Disputes
- Item not received
- Item not as described
- Damaged, defective, or incomplete item
- Unauthorized or incorrect charges
- Failure to honor refund or return terms
4. Non-Eligible Disputes
Disputes may be denied if the issue is based solely on buyer remorse, the transaction occurred off-platform, the item was accurately described and delivered, the claim is duplicative, the user already pursued an external remedy, or the claim involves prohibited or excluded items.
5. Dispute Initiation
A user initiating a dispute must provide transaction details, a description of the issue, and supporting evidence. List99 may request additional information at any time.
6. Investigation Process
List99 may review communications, listings, tracking, photos, account history, delivery evidence, fraud signals, and any other available information. List99 is not bound by formal rules of evidence and may use automated tools and internal data.
7. Evidence Requirements
Users may be required to provide proof of delivery or non-delivery, photographs, unboxing evidence, return tracking, written explanations, receipts, repair assessments, or other supporting documentation. Failure to cooperate may result in denial.
8. Item Not Received Claims
For INR claims, List99 may consider tracking status, carrier data, address matching, attempted delivery information, signature confirmation for higher-value transactions, pickup confirmation, and any other relevant evidence.
9. Item Not as Described Claims
For SNAD claims, List99 may evaluate the listing, photos, condition claims, item compatibility, functionality, damage, missing parts, authenticity, and whether the difference is material. List99 may require return of the item before issuing a refund.
10. Return Requirements
If a return is required, the item must be returned in the same condition received, with all included accessories and components, using required or approved return methods where directed. The failure to return an item properly may result in denial or reduced reimbursement.
11. Response Timeframes
Users must respond to dispute-related requests within the deadlines communicated through the Platform. If a party fails to respond, List99 may decide the case against that party.
12. Escalation
If parties do not resolve a case directly, either party may escalate the matter. List99 may also intervene proactively where fraud, safety, or policy concerns are present.
13. Dispute Outcomes
List99 may deny a claim, issue a full refund, issue a partial refund, require a return, decide that no return is needed, or impose other case-specific remedies.
14. Payment Disputes and Chargebacks
If a buyer initiates a chargeback or payment dispute with a bank or payment provider, List99 may place a hold on seller funds, submit evidence, reverse funds, or seek reimbursement from the seller. External payment institutions may control the final outcome.
15. Payment Holds and Recovery
During or after a dispute, List99 may hold, reserve, reverse, retain, offset, or recover funds from a seller or other liable user.
16. Duplicate Claims
Users may not pursue the same issue simultaneously through multiple resolution pathways. List99 may close or deny duplicate, overlapping, or abusive claims.
17. Fraud and Abuse
List99 may deny claims and impose enforcement if a user files false claims, returns a different item, manipulates evidence, damages an item before return, or otherwise abuses the dispute process.
18. Appeals
List99 may, but is not required to, allow reconsideration in limited circumstances. Any reconsideration is at List99’s sole discretion and may require additional evidence.
19. Finality of Decisions
Except where otherwise required by law, all dispute decisions by List99 are final and binding, and List99 is not required to provide a detailed explanation.
20. Limitation of Liability
List99 is not liable for transaction outcomes, dispute decisions, processor decisions, shipping failures, or user misconduct.
21. Modifications
List99 may modify this Policy at any time. Continued use constitutes acceptance of any changes.