THE KLIK & PAY DISPUTE SETTLEMENT DEPARTMENT
| Do you have a dispute with an affiliated Klik & Pay merchant from whom you have purchased an item?
Our free dispute settlement department can certainly help you.
|
What is our department’s role?
During a dispute between a client and a merchant, our role is to ensure the flow of information between the two parties. However, we do not stop here. As soon as a consumer makes a request, Klik & Pay uses its experience and its knowledge of the regulations of e-commerce to help parties settle the dispute according to each others’ rights and interests.
When does Klik & Pay intervene to resolve a dispute?
Initially, of course, it is always preferable to contact
the vendor, inform him of the issue and ask him to
resolve it.
However, if:
- The merchant, having been contacted, fails to answer
your e-mails
- The merchant’s e-mail address is not valid
- The merchant’s proposal for resolving the dispute
is unsatisfactory
In this instance, please do not hesitate to contact
us.
Klik & Pay’s expertise may allow a dispute to be settled
in very precise cases :
- If you have not received an order you have paid for
- If the order received is damaged or defective
- If the merchandise received does not comply with your order
- If you have problems in receiving a refund
As after-sales or guarantee are concerned or in very
precise cases of commercial disputes, Klik & Pay may
ensure that the merchant has been informed of the
request and provide answer within a reasonable period
of time. If he fails to solve the problem Klik &
Pay will contact him to remind the "e-commerce
Good Practices" and will informe the customer
of its rights.
Making a claim:
To open up a claim dossier, you have to connect to your Klik & Pay account, select the disputed transaction and file a claim in the field left empty when you "consult" the transaction. You must state whether your claim relates to the payment or the delivery.
Tracking a claim:
If you selected "payment" as the subject of your claim,
your request is sent directly to Klik & Pay who, if
possible, will reply within a day. If you selected
"delivery", your request will be sent to the merchant.
Klik & Pay will be informed of your request immediately
and will ensure that the merchant answers within a
reasonable period of time. Otherwise, Klik & Pay will
contact the merchant and ensure that the dispute is
resolved as quickly as possible and in the best interests
of the parties.
Closing the dossier:
The dossier may be closed
- By the client himself who informs Klik & Pay that the dispute has been resolved.
- By Klik & Pay, if the information provided allows
to resolve the dispute.
- Automatically, without anymore communication through
Klik & Pay for 120 days.
Home
|
