How ACBUY Handles Common Disputes and Refunds: Real Cases & Solutions
At ACBUY, we prioritize transparent dispute resolution and efficient refund processes. This guide explores our policies through real case studies, helping users navigate common issues like out-of-stock items, shipping errors, and delays.
Top 3 Dispute Types on ACBUY
1. Inventory Shortages (Out-of-Stock)
A 2023 internal study showed 12% of disputes involved unavailable items after payment. Example: User #4279 ordered collectible sneakers that were oversold.
2. Incorrect Shipments
Wrong size/color shipments accounted for 19% of Q3 disputes. Case #6621 involved a laptop model discrepancy due to warehouse scanning errors.
3. Logistic Delays
35% of cross-border orders experienced ≥3-day delays in 2024. User #8890's urgent electronic component delivery was impacted by customs clearance.
The 4-Step Dispute Resolution Process
- Notification: Submit dispute within 72 hours via order dashboard
- Evidence Upload: Provide timestamped photos/videos (72% ↑ success rate)
- Seller Response Period: 48-hour window for merchant resolution
- ACBUY Mediation: Platform arbitration if unresolved (avg. 2.3 day resolution)
3 Proven Refund Success Strategies
- Video Unboxing: 4K unboxing videos increased refund approvals by 63%
- Precision Timing: Disputes filed between 9-11 AM GMT have 21% faster response
- Polite Persistence: Users sending 1 professional follow-up every 24 hours resolved 40% faster
User Misunderstanding vs. Platform Responsibility
| User Expectation | ACBUY Policy Reality |
|---|---|
| "Full refunds for buyer's remorse" | 15% restocking fee applies (exceptions for Gold members) |
| "Instant refund processing" | 3-5 business day standard processing after approval |
| "Platform liability for all delivery issues" | Shared responsibility with verified logistics partners (see Section 8.2 of ToS) |
Dispute Resolution Performance (2024)
92% resolution rate within 7 days4.7/5 dispute satisfaction score←30% YoY reduction in escalations
By understanding these processes and maintaining clear communication, 87% of users successfully resolve disputes on first submission. Our Live Chat Help Center