I’ve received a faulty/damaged item

1. Immediate Actions Upon Receiving a Faulty/Damaged Ite

Upon receiving an item you believe to be faulty or damaged, please take the following immediate steps:

• Do Not Use the Item: Avoid using or attempting to repair the item, as this may void any potential for a return or refund.
• Retain Original Packaging: Keep all original packaging, tags, accessories, and documentation that came with the item. This is crucial for return verification and investigation.
• Document the Damage: Take clear photos and, if possible, videos of the faulty or damaged item from multiple angles. Ensure the images clearly show the defect, any damage to the packaging, and the item’s condition upon arrival.

2. Reporting the Issue: Step-by-Step

Step 1: Contact the Vendor Directly (Recommended First Step)

• Log in to your dMarketplace account.
• Navigate to your “Order History” or “My Purchases” section.
• Locate the specific order containing the faulty/damaged item.
• Click on the vendor’s name or the “Contact Vendor” button associated with that order.
• Clearly and concisely describe the issue:
  • State that the item is faulty or damaged.
  • Provide your order number and the item name.
  • Detail the specific nature of the fault or damage (e.g., “screen cracked,” “motor not functioning,” “missing parts”).
  • Attach the photos/videos you documented.
  • Politely request a resolution (e.g., replacement, refund, partial refund).
• Allow the vendor a reasonable timeframe (e.g., 2-3 business days) to respond and propose a solution.

Step 2: Report to dMarketplace (If Vendor is Unresponsive or Uncooperative)

If you do not receive a satisfactory response from the vendor within a reasonable timeframe, or if the vendor refuses to address the issue, you must then escalate the matter to dMarketplace.

• Log in to your dMarketplace account.
• Go to our “Help Center” or “Support” section.
• Select “Report a Problem” or “Dispute an Order.”
• Choose “Faulty/Damaged Item” as the reason for your report.
• Provide all requested information, including:
  • Your dMarketplace order number.
  • The name of the vendor.
  • A detailed description of the fault or damage.
  • A summary of your communication with the vendor, including dates and their responses (if any).
  • Crucially, upload all supporting evidence (photos, videos) of the damaged item.

3. dMarketplace Investigation and Resolution Process

Upon receiving your report, the dMarketplace team will initiate an investigation:

1. Case Review: We will review your claim and all submitted evidence.
2. Vendor Communication: We will contact the vendor to obtain their perspective and any relevant information.
3. Mediation & Resolution: We will actively mediate between you and the vendor to facilitate a fair and appropriate resolution. Possible resolutions include:
   • Full or Partial Refund: In cryptocurrency, based on the original payment method and at the prevailing market rates at the time of refund processing.
   • Replacement: The vendor may offer to send a new, undamaged item.
   • Repair: For certain items, a repair may be offered.
   • Store Credit: In some cases, dMarketplace may offer store credit.
4. Vendor Accountability: If our investigation concludes that the vendor is responsible for providing a faulty or damaged item due to negligence, misrepresentation, or a violation of our platform’s terms of service, we will take appropriate action. This may include:
   • Issuing a formal warning to the vendor.
   • Temporary suspension of the vendor’s selling privileges.
   • Permanent ban from dMarketplace for severe or repeated offenses.

4. Important Considerations & Timelines

• Reporting Window: You must report faulty or damaged items to dMarketplace within [Insert Number, e.g., 7 days] of receiving your order. Reports submitted outside this window may be subject to review on a case-by-case basis and may not be eligible for full resolution.
• Cryptocurrency Refunds: All refunds will be processed in the cryptocurrency originally used for the purchase. The exact amount of cryptocurrency refunded will be equivalent to the fiat value of your original purchase at the time the refund is processed. dMarketplace is not responsible for fluctuations in cryptocurrency value.
• Return of Item: In some cases, you may be required to return the faulty/damaged item to the vendor. Instructions for return shipping will be provided if necessary. The cost of return shipping will be determined on a case-by-case basis, depending on the nature of the fault and vendor policy.
• Fraud Prevention: All claims are subject to thorough investigation. Any attempts at fraudulent claims will result in immediate account suspension and potential permanent ban from dMarketplace.