Dispute Management
Learn how to handle disputes, raise issues, and understand PointsBazaar's resolution process.
What happens if I've delivered the mileages/points already, but the buyer refuses to release funds▼
Once the buyer protection period is over, the seller can release the funds from the escrow accounts themselves.
What happens if there are problems with the delivery? How do I raise a dispute with PointsBazaar▼
During the buyer protection period, buyers can raise an official dispute. This is the only time PointsBazaar will step in to mediate. Both parties can submit evidence, and PointsBazaar will review everything carefully before making a final decision. Buyers can raise an official dispute using the Help option at the top right corner of their transaction screen:
Select Open Dispute in the popup window. Please read the Terms of Dispute Resolution very carefully. Users will need to read and agree to these terms as well as provide a reason for dispute before they can proceed with filing a dispute with PointsBazaar.
Can sellers raise disputes with the contract▼
No, only buyers can raise disputes with PointsBazaar — and only during the Buyer Protection period. If there's an issue with delivery, it's the buyer's responsibility to report it. If the buyer takes no action (doesn't raise a dispute or release funds), the seller can release the funds themselves once the Buyer Protection period ends.
Why do I need to add additional funds to escrow before I can dispute the transaction▼
A 3% fee of the total contract amount is applied to fund the dispute investigation and provide additional compensation to the winning party. As a buyer, if the dispute is ruled against you, you will lose the funds locked in escrow and also be charged the full 3% dispute resolution fee. However, if the resolution is in your favor, you will receive a full refund of both your locked funds and the 3% fee.
If you are a seller, you don't pay the 3% fee upfront, since sellers cannot initiate disputes. However, if the dispute is resolved in your favor, you will receive the buyer's escrowed funds plus 1.5% of the total contract amount (half of the dispute fee). The remaining 1.5% goes to PointsBazaar as a resolution processing fee.
What if I disagree with the ruling of PointsBazaar▼
PointsBazaar's decision is final in all dispute cases. That's why it's crucial for both parties to provide as much evidence as possible—both during the dispute process and throughout the transaction—to help ensure a fair outcome. It's also important to fully cooperate with PointsBazaar and submit any requested supporting evidence promptly.
What if I am uncomfortable with providing PointsBazaar with additional evidence to assist in the dispute resolution process▼
Users are under no obligation to provide any information they are uncomfortable sharing. However, please keep in mind that PointsBazaar's dispute resolution decisions are based solely on the evidence available. The more complete and relevant the evidence, the better your chances of a favorable outcome.
How does PointsBazaar make judgements during dispute resolutions▼
Each dispute is unique, so decisions and judgment criteria will vary on a case-by-case basis. However, a few key factors PointsBazaar always considers include:
- The evidence submitted by both parties
- Communication and interaction history between buyer and seller
- Delivery proof and timing
- Compliance with the contract terms
- Responsiveness and willingness to cooperate when asked to provide additional supporting details
- Providing clear, detailed, and timely documentation greatly increases the chances of a fair and accurate resolution.