Dispute Resolution Policy

A transparent, step-by-step guide on how JY Store facilitates fair outcomes for Buyers and Sellers when things go wrong.

⚖️ Neutral Mediation 📄 Evidence Required 🔒 Secure Resolution
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1. Platform Role & Scope

JY Store acts as a marketplace facilitator. We provide the technology to connect independent Sellers with Buyers. When a dispute arises, our role is to review facts and enforce platform policies.

Important: JY Store is not a court, arbitrator, or legal representative. We make decisions based on documented evidence (chat logs, photos, tracking) and our Terms of Service.

2. Dispute Handling Process

All disputes follow this structured 4-step workflow:

  • 1
    Intake & Review

    The Buyer submits a dispute via the Order Page. We check the order status, payment verification, and initial evidence provided.

  • 2
    Seller Response

    The Seller is notified and typically has 1–3 business days to respond, accept the refund, or provide counter-evidence.

  • 3
    Negotiation

    Buyer and Seller can discuss a resolution (e.g., partial refund for minor damage). If no agreement is reached, it escalates to JY Store.

  • 4
    Platform Decision

    We issue a final decision based on fairness and Malaysian consumer protection principles. Funds are released accordingly.

3. Special Rules by Dispute Type

Different issues require different proof. See the specific rules below:

📦 Item Not Received
  • We rely heavily on Courier Tracking.
  • If tracking shows "Delivered" with proof (photo/signature), the dispute may be rejected unless you have strong contrary evidence (e.g., CCTV).
  • Wrong address input by Buyer is not covered.
💔 Damaged / Wrong Item
  • Unboxing Video is strongly recommended.
  • Must show photos of the outer parcel + shipping label + the damage.
  • For "Missing Items", we may compare parcel weight logs.
📧 Digital Goods
  • Generally Non-Refundable once delivered.
  • Refunds are only considered if the code is proven INVALID upon issuance (requires error screenshot).
  • Buying the wrong region (User Error) is not grounds for a dispute.
🛠️ Services
  • Disputes must be raised if the service was not performed or significantly differed from the agreement.
  • We check booking records and communication logs.

5. Time Windows (Strict)

You must open a dispute within these timeframes. Late submissions may be declined.

Physical Goods (Wrong/Damaged) 48 Hours from Delivery
Digital Goods (Invalid Code) 24 Hours from Payment
Item Not Received 7 Days after ETA

6. Return Logistics & Refunds

If a return is approved, the Platform or Seller will provide instructions.

  • Condition: Items must be returned in original condition (unless damaged on arrival).
  • Deadline: Failure to ship the return within the stated timeframe will result in the dispute being closed and payment released to the Seller.
  • Refund Method: Refunds are processed back to the original payment method. Timing depends on the bank/gateway.
Fraud Warning: Fake disputes, manipulated evidence, or returning empty boxes will result in immediate account suspension.

Need help with a dispute?

Our team reviews cases Mon-Fri, 9am - 6pm.

Email: cs@jysolution.my
Whatsapp: 016-903 3333