About Disputes and Claim Decisions

Follow Treasurechit Seller Policies and Commerce Policies.

Respond to all inquiries within the stipulated time frame as confirmed by you to prevent customer disputes. You can respond through Returns and Refunds Management.

If you can't resolve an issue, the customer can create a claim for Treasurechit to review. 

How we review claims

When a claim is created, we review the following information:

• The Protected Purchases in our Purchase Protection Policies
• The order details
• Communication between you and the customer
• Any information you and the customer provide
• The customer's past refund requests and purchase activity (for potential fraudulent behavior)

Review your claims

You can review your claims and chargebacks in Returns and Refunds Management.

Claim decisions in your favor

If a claim doesn't meet the criteria in our Purchase Protection Policies, we decide the claim in your favor.

In this case, we refund the total amount, plus tax and shipping, back to your account. You'll be emailed about the decision and can check Disputes (located under the Orders tab) for details about your claims.

Claim decisions in the customer's favor

If a claim meets the criteria in our Purchase Protection Policies, we decide the claim in the customer's favor.

In this case, we refund the customer by deducting the item cost, tax and shipping from your pending payout. You can check Disputes (located under the Orders tab) for details about your claims.

Appeal claim decisions

You can appeal a claim decision in a customer's favor within 7 calendar days from your first notification. 

Decisions about appeals are final. At any time, you can view details about your claims, like a breakdown of charges and a reason for the decision.