iVANZi is a multi-sided marketplace comprised of independent sellers. As such, each store maintains their own set of policies. Individual policies will vary from store to store.In order to return an item or obtain a refund from a previous iVANZi order, you should first and foremost check the respective seller’s policies and contact them directly.
If you have contacted the seller and the issue persists—or the seller has not responded to your inquiry—you may open a “case” and discuss the issue directly with iVANZi.
A case is a dispute that arises between a buyer and a seller. The two most common cases arise as a result of an item that is either “Not as Described” or “Not Received.”
A “not as listed” case means that your item is materially different from a listing description or the photos provided. The following are “Not as Listed” cases:
Not as Described cases can also be filed for late delivery. In order to qualify as late delivery, the buyer must provide proof that all of the following conditions have been met
It must also be noted that materially similar items are not eligible for a “Not as Described” refund. Ineligible scenarios include:
The second type of dispute is known as a “Not Received” case. Simply put, this case arises as a result of a buyer who has successfully bought and ordered a particular item, yet has not received their order. The below scenarios are examples of “Not Received” cases:
Note: iVANZi does not hold its sellers responsible for shipment delays and errors, so long as there is tangible proof of the item’s shipment. If the seller shipped the item in a timely manner and has its tracking number, they have the potential to open a claim with the carrier.
If the seller fails to respond to or resolve a case within seven (7) days of its opening, the buyer may submit the case for review.
If the seller fails to resolve or respond to the case altogether, iVANZi reserves the right to issue a full refund in their place.
Case eligibility is calculated by taking the respective processing time and adding an additional shipping time of 2 business days. If no processing times are listed, iVANZi will set the default processing times at 5 business days.
For multiple-item deliveries,
A chargeback occurs when a consumer initiates a claim resulting in a dispute of an unwanted charge on his credit card statement. Upon receiving notice of a chargeback, the credit card company or bank will launch an investigation of the disputed charge(s). Chargebacks occur because of fraud or a valid complaint (such as an item not being delivered).
Examples of valid chargeback claims:
Once a seller alerts his card company that they are disputing a charge, the credit card company or financial institution then contacts iVANZi and may additionally ask for information pertaining to transaction history, tracking information and whether the seller is entitled to a refund. iVANZi must respond to the card company’s inquiry within a reasonable timeframe.
When iVANZi receives word of a chargeback, our dispute resolution team will contact you through your default account email address. Our goal is to always resolve the dispute without contacting you. If in fact you are contacted by iVANZi, it is mandatory to respond within a five-day period.
If iVANZi does not receive a response from you, we will take steps to issue a refund on your store’s behalf. Failure to respond to our dispute resolution team’s inquiry will lead to a suspension of your store and your bank account or credit card will be charged for the chargeback incurred.
iVANZi will issue a refund on your store’s behalf if we determine that the buyer has a valid chargeback claim. iVANZi reserves the right to charge the credit card that you used to set up your iVANZi store for the total amount of the chargeback plus an additional fee of $15. If we are unable to charge your credit card on file, iVANZi reserves the right to charge your bank account for the full amount of the chargeback plus any associated fees. For more information regarding iVANZi’s chargeback policy, please refer to our Seller’s Policy. iVANZi also reserves the right to pursue other methods of collection under the law to recoup any loss resulting from a chargeback including associated fees.
Although some chargebacks cannot be avoided, there are nonetheless ways to reduce its likelihood. To do so, we highly recommend that you do the following:
To properly document proof of shipping, we highly recommend that you include the following: