Buyer Protection & Claims Policy
This policy establishes the rules that apply when a Buyer submits a Claim for a Seller order on MyDealShopper, including what is covered, the process, timeframes, resolutions, and limitations.
Important: This summary is provided for convenience only and does not replace the full policy below. The full policy governs all Claims submitted on our Platform.
Quick Summary
- Claims must be submitted within the deadlines established in this policy; late claims may not be accepted.
- Covered situations include: item not received, item significantly not as described, and damaged items.
- MyDeal investigates Claims and may request evidence from both Buyer and Seller.
- Resolutions may include refund, replacement, or partial credit at MyDeal's discretion.
- Abuse of the Claims process may result in account restrictions.
Table of Contents
BT2 — Buyer Protection and Claims Policy for Seller Orders
Buyer Protection and Claims Policy for Seller Orders
Version: BT2 v1.0
Effective Date: May 30, 2026
Last Updated: May 30, 2026
Status: Published and Effective
Entity: MyDealShopper LLC
1. Purpose of this Policy
This Buyer Protection and Claims Policy for Seller Orders establishes the rules that apply when a Buyer submits a Claim, requests a review, refund, return, remedy, or protection related to a purchase made from a Seller within MyDealShopper.
This Policy is intended to:
1. Explain when a purchase may be covered by Buyer Protection.
2. Explain when a Claim may be valid.
3. Explain when a Claim will generally not qualify.
4. Establish initial deadlines for submitting Claims.
5. Define the evidence MyDeal may request from the Buyer.
6. Explain how refunds, returns, replacements, store credits, shipping issues, hub issues, international claims, and chargebacks are handled.
7. Align the Buyer experience with the Seller policies, especially C7 — Seller Returns, Refunds and Claims Policy.
8. Protect Buyers, Sellers, MyDeal, MyDeal Xpress, hubs, carriers, payment processors, and other involved parties against valid claims, abusive claims, fraud, shipping errors, prohibited products, counterfeit products, or operational issues.
This Policy applies only to purchases made from Sellers with their own merchandise within MyDeal. It does not govern purchases made through Personal Shoppers, Snap Shoppers, private appointments, custom sourcing, concierge services, creators, affiliates, assisted shopping, or future services, unless MyDeal expressly states that this Policy applies in whole or in part.
2. Acceptance of this Policy
By creating an account, using MyDeal, buying from a Seller, completing checkout, accepting the Buyer Purchase Terms, submitting a Claim, requesting a refund, requesting a return, contacting support, starting a review, using MyDeal Xpress services, or continuing to use the Platform, the Buyer accepts this Policy.
MyDeal may keep electronic acceptance or acknowledgement records, including date, time, email, account, IP address, user agent, language, document version, checkbox text, button clicked, checkout record, and other information reasonably necessary to document acceptance.
3. Scope
This Policy applies to:
1. Seller Orders.
2. Purchases made in Live Stores.
3. Products purchased through checkout.
4. Products promoted during lives connected to MyDeal.
5. Standard Products.
6. Large Item / Oversize Item / Special Cargo.
7. Fragrance / Perfume.
8. Beauty / Cosmetics.
9. Luxury / Designer Items.
10. Pallet / Bulk Lot.
11. USA Orders.
12. International Orders.
13. Orders shipped to MyDeal Hubs.
14. MyDeal Xpress processing.
15. Claims for wrong item.
16. Claims for product not received.
17. Claims for damaged product.
18. Claims for counterfeit or non-authentic product.
19. Claims for materially different product.
20. Claims for missing items.
21. Claims for Delivered but Not Received.
22. Claims related to storage, abandonment, freight, duties, taxes, customs, or international final shipping.
23. Refunds, returns, chargebacks, payment disputes, and related remedies.
4. Relationship with Other Documents
This Policy must be interpreted together with:
1. BT1 — Buyer Purchase Terms for Seller Orders.
2. Seller Terms and Conditions.
3. C1 — Product Condition and Listing Accuracy Policy.
4. C2 — Prohibited and Restricted Products Policy.
5. C3 — Fragrance and Beauty Products Policy.
6. C4 — Luxury / Designer Authenticity Policy.
7. C5 — Pallet / Bulk Lot Policy.
8. C6 — Seller Shipping Eligibility and Fulfillment Policy.
9. C7 — Seller Returns, Refunds and Claims Policy.
10. C8 — Seller Payouts, Reserves, Adjustments and Chargebacks Policy.
11. C9 — Seller Verification, Compliance and Eligibility Policy.
12. MyDeal Privacy Policy.
13. MyDeal Xpress Logistics Terms, when applicable.
14. Shipping Rates Page, Fee Schedule, or current operational fees, when applicable.
15. Stripe, PayPal, or other payment processor terms, when applicable.
16. Carrier rules.
17. Customs rules.
18. Tax rules.
19. Sanctions, AML, fraud prevention, product safety, and legal requirements.
This Policy supplements BT1 — Buyer Purchase Terms for Seller Orders. In the event of a conflict between BT1 and this Policy regarding claims, refunds, returns, Buyer Protection, evidence, deadlines, chargebacks, remedies, or review procedures, the more specific applicable rule in this Policy will control, unless applicable law requires otherwise.
In the event of a conflict, the most specific rule applicable to the product, shipping, claim, refund, return, chargeback, carrier issue, hub issue, category risk, Buyer Protection, or legal compliance matter will control for the applicable operation, unless applicable law requires otherwise.
5. Definitions
| Term | Definition |
|---|---|
| MyDeal | MyDealShopper LLC, its Platform, Live Stores, checkout, support, hubs, tools, services, and related processes. |
| Buyer | User who purchases or attempts to purchase products within MyDeal. |
| Seller | Person or business approved by MyDeal to sell its own merchandise within the Platform. |
| Seller Order | Order placed by a Buyer with a Seller within MyDeal. |
| Buyer Protection | Limited protection applicable to certain valid purchase issues, subject to this Policy, BT1, and applicable policies. |
| Claim | Review request submitted by the Buyer or initiated by MyDeal related to a product, shipping, delivery, hub, freight, refund, return, or Buyer Protection issue. |
| Valid Claim | Claim that satisfies the timing, evidence, and coverage requirements under this Policy. |
| Refund | Full or partial refund authorized under applicable policies. |
| Return | Physical return authorized by MyDeal. |
| Final Sale | Sale that is not returnable for change of mind, subjective preference, price comparison, or resale expectation, without eliminating Buyer Protection for valid Claims. |
| Product Not Received | Situation where the Buyer states that the purchased product was not received. |
| Delivered but Not Received | Situation where tracking shows delivered but the Buyer states that the package was not received. |
| Materially Different | Product or lot that materially differs from what was published, shown, described, or promised. |
| Wrong Item | Product different from the product purchased by the Buyer. |
| Missing Item | Product, part, accessory, or component advertised but not received. |
| Damaged Item | Product received with damage covered by this Policy. |
| Counterfeit / Not Authentic | Product that is fake, replica, non-authentic, or infringes brand rights when sold as authentic. |
| Unauthorized Return | Return sent by the Buyer without prior authorization from MyDeal. |
| MyDeal Hub | Authorized location used to receive, separate, consolidate, process, or forward merchandise. |
| Hub Issue | Issue occurring after recorded receipt by MyDeal or an authorized provider at a hub. |
| Carrier Issue | Loss, damage, delay, or incident attributable to the carrier, subject to evidence, rules, and applicable coverage. |
| International Final Shipping | Shipping from a MyDeal Hub to the Buyer's final international destination. |
| Pallet / Bulk Lot | Pallet, lot, cargo, or grouping of merchandise sold as a special commercial unit. |
| Large Item / Oversize Item / Special Cargo | Large, heavy, bulky, fragile, or non-Standard Shipping eligible product, subject to a separate flow, fee, carrier, review, or rules. |
6. General Principle of Buyer Protection
Buyer Protection exists to protect the Buyer when a real, verifiable, and covered issue occurs with a purchase made from a Seller within MyDeal.
Buyer Protection may apply when there is, among other things:
1. Wrong item.
2. Missing item.
3. Materially different product.
4. Covered damaged product.
5. Product not received.
6. Counterfeit or non-authentic product.
7. Undisclosed prohibited product.
8. Product subject to recall or safety issue.
9. Seller fails to fulfill the order.
10. Covered hub issue.
11. Covered carrier issue.
12. Covered operational error by MyDeal.
13. Claim protected under this Policy.
Buyer Protection does not mean that every purchase is returnable or refundable for any reason.
7. Final Sale and Buyer Protection
Unless MyDeal expressly states otherwise, purchases made from Sellers are Final Sale with respect to:
1. Change of mind.
2. Personal preference.
3. Buyer remorse.
4. Price comparison.
5. Resale expectations.
6. Subjective dissatisfaction.
7. Failure to read the description.
8. Failure to review photographs.
9. Failure to review condition.
10. Failure to review Product Type.
11. Failure to review freight, shipping, duties, taxes, or customs notices.
12. Failure to pay international final shipping after accepting that it was separate.
13. Failure to obtain expected resale margin.
14. Failure to receive specific products in a Pallet / Bulk Lot without a manifest when those products were not guaranteed.
However, Final Sale does not eliminate Buyer Protection when a valid Claim exists.
8. Potentially Valid Claims
Subject to evidence, deadlines, and MyDeal review, the following may be considered valid Claims:
1. Wrong item.
2. Product not received.
3. Missing item.
4. Product damaged before delivery or due to insufficient packaging.
5. Product materially different from the listing.
6. Condition different from what was published.
7. Incorrect size, color, shade, volume, model, or variant.
8. Advertised accessory not included.
9. Fragrance / Perfume opened, used, counterfeit, missing required packaging, or materially different.
10. Beauty / Cosmetics opened, used, expired, contaminated, repackaged, counterfeit, or materially different.
11. Luxury / Designer Item counterfeit, replica, non-authentic, or materially different.
12. Luxury / Designer Item with undisclosed material damage.
13. Pallet / Bulk Lot materially different.
14. Manifest materially incorrect.
15. Undisclosed prohibited or restricted products.
16. Freight falsely promised as included.
17. Non-delivery attributable to the Seller.
18. Non-delivery attributable to the hub after recorded receipt.
19. Covered damage or loss attributable to the carrier, subject to carrier rules.
20. Seller fails to ship within the applicable deadline and the order cannot be fulfilled.
21. Order cancelled due to Seller out of stock.
22. Product subject to recall or safety issue.
23. Covered error by MyDeal, hub, carrier, or authorized provider.
24. Any other issue MyDeal determines is covered under this Policy.
9. Claims Generally Not Valid
Unless another valid basis exists, Claims will generally not qualify for:
1. Change of mind.
2. Personal preference.
3. Buyer found a better price.
4. Buyer expected a different resale margin.
5. Buyer did not read the description.
6. Buyer did not review photos.
7. Buyer did not review Final Sale.
8. Buyer did not review separate freight.
9. Buyer did not review international final shipping.
10. Buyer did not review duties, taxes, or customs notices.
11. Minor non-material variations.
12. Wear or condition clearly described.
13. Damage clearly photographed and described.
14. Subjective dissatisfaction with scent, color, size, style, fit, texture, or presentation.
15. Customs or carrier delays not attributable to MyDeal or Seller.
16. Applicable duties, taxes, customs fees, or import charges.
17. Buyer refuses to pay freight or final shipping.
18. Buyer provides an incorrect address.
19. Buyer refuses delivery without a valid Claim.
20. Buyer does not respond to required communications.
21. Buyer does not request international final shipping within the applicable period.
22. Buyer does not pay storage fees.
23. Pallet / Bulk Lot without a manifest that does not contain specific non-guaranteed products.
24. Unprofitable resale.
25. Carrier claim not approved by carrier.
26. Product opened, used, altered, or damaged by Buyer after receipt.
27. Incorrect use, incorrect installation, improper storage, or improper handling by Buyer.
28. Claim submitted after the deadline without justification accepted by MyDeal.
29. Claim without sufficient evidence.
30. Fraudulent or abusive Claim.
10. Initial Claim Submission Deadlines
The Buyer must submit Claims within the deadlines stated by MyDeal. Deadlines may vary by category, destination, carrier, hub, evidence, applicable law, or special situation.
Initial table:
| Type of Claim | Initial deadline |
|---|---|
| Visible damage, opened package, or broken product | 48 hours from delivery |
| Wrong item | 3 calendar days from delivery |
| Obvious missing items | 3 calendar days from delivery |
| Materially different product | 7 calendar days from delivery |
| Fragrance / Perfume packaging or seal issue | 48 hours from delivery, without opening the product |
| Beauty / Cosmetics packaging or seal issue | 48 hours from delivery, without opening the product |
| Luxury / Designer authenticity | 14 calendar days from delivery |
| Pallet / Bulk Lot material discrepancy | 3 calendar days from receipt or reasonable inspection |
| Non-receipt with tracking marked delivered | 3 calendar days from delivered status |
| Non-delivery / tracking without movement | According to carrier review and MyDeal policy |
| Chargeback or processor dispute | According to processor rules |
MyDeal may accept a Claim after the deadline when there is fraud, counterfeit product, prohibited product, recall, safety issue, legal obligation, serious error, carrier delay, hub delay, customs issue, or evidence that justifies an exception.
11. How to Submit a Claim
The Buyer must submit the Claim through the official channel designated by MyDeal.
MyDeal may require:
1. Order number.
2. Account email.
3. Buyer name.
4. Affected product.
5. Clear description of the issue.
6. Photographs.
7. Video, when applicable.
8. Packaging evidence.
9. Tracking.
10. Delivery date.
11. Screenshots of the listing or live, if available.
12. Carrier or customs documents, when applicable.
13. Any other reasonable evidence.
The Buyer must provide truthful, complete, and unmanipulated information.
12. Evidence Required from Buyer
Depending on the Claim, MyDeal may request:
1. Photographs of the product received.
2. Photographs of the outer packaging.
3. Photographs of the inner packaging.
4. Photographs of the shipping label.
5. Opening video, if available.
6. Photographs of visible damage.
7. Photographs of missing accessories.
8. Screenshots of the listing.
9. Screenshots of the live or messages.
10. Description of the problem.
11. Order number.
12. Tracking.
13. Carrier proof.
14. Carrier case number.
15. Photographs of lot or pallet.
16. Manifest, when applicable.
17. Customs documents.
18. Evidence of duties or taxes.
19. External authenticity report for luxury items, when applicable.
20. Police report, when required by MyDeal, carrier, or processor.
21. Signed Buyer statement.
22. Any other reasonable evidence depending on the case.
Lack of sufficient evidence may result in denial, limitation, or closure of the Claim.
13. Evidence from Seller, Carrier, Hub, or Third Parties
MyDeal may review evidence from:
1. Seller.
2. Carrier.
3. MyDeal Hub.
4. MyDeal Xpress.
5. Warehouse.
6. Freight provider.
7. Customs broker.
8. Payment processor.
9. Tax provider.
10. Brand owner.
11. Authentication provider.
12. Customer support.
13. Fraud prevention tools.
14. Tracking systems.
15. Internal logs.
16. Live recordings, when available.
17. Chat, comments, or order records.
MyDeal may resolve the Claim based on available evidence.
14. Delivered but Not Received
If tracking shows delivered but the Buyer states that the package was not received, MyDeal may request:
1. Address confirmation.
2. Photographs of the delivery area.
3. Carrier proof of delivery.
4. GPS scan, when available.
5. Delivery photo, when available.
6. Buyer statement.
7. Contact with carrier.
8. Review with neighbors, office, reception, or building management.
9. Police report, when applicable.
10. Internal investigation.
A delivered status does not automatically deny the Claim. However, the Buyer must cooperate with the investigation.
MyDeal may deny the Claim if:
1. Evidence shows reasonable delivery.
2. The address provided by Buyer was incorrect.
3. Buyer does not cooperate.
4. Buyer already received the product.
5. There are signs of fraud.
6. Carrier rejects the claim.
7. Evidence does not support the Claim.
8. The issue was caused by special instructions from Buyer.
9. The package was received by an authorized person, reception, locker, or permitted location.
15. Wrong Item
A Claim for wrong item may be valid when the Buyer receives a product different from the one purchased.
MyDeal may request:
1. Photo of the product received.
2. Photo of packaging.
3. Photo of label.
4. Photo of packing slip.
5. Screenshot of the product purchased.
6. Order number.
7. Description of the difference.
MyDeal may decide among:
1. Full refund.
2. Partial refund.
3. Authorized return.
4. Replacement, if available.
5. Store credit, if applicable and accepted by Buyer.
6. Other permitted remedy.
16. Missing Item
A Claim for missing item may be valid when the Buyer does not receive a product, part, accessory, or component advertised.
MyDeal may review:
1. Listing.
2. Description.
3. Photos.
4. Packing slip.
5. Package weight.
6. Seller evidence.
7. Hub evidence.
8. Carrier evidence.
9. Unboxing video, if available.
10. Buyer and Seller history.
Not every accessory expected by the Buyer will be considered missing if it was not advertised, shown, or reasonably included in the listing.
17. Damaged Product
A Claim for damaged product may be valid when:
1. The product arrived broken.
2. The product arrived with undisclosed physical damage.
3. Damage occurred due to insufficient Seller packaging.
4. Damage occurred during shipping and is covered by carrier, policy, or applicable protection.
5. The damage makes the product reasonably unusable for its ordinary purpose.
6. The damage materially reduces the product value and was not disclosed.
MyDeal may request photographs of the product, outer packaging, inner packaging, shipping label, and evidence of damage.
Damage, wear, or defect clearly disclosed, photographed, or accepted by Buyer before purchase will not be a valid Claim by itself.
18. Materially Different Product
A product may be considered materially different when it materially differs in:
1. Brand.
2. Model.
3. Size.
4. Clothing size.
5. Color.
6. Shade.
7. Volume.
8. Quantity.
9. Condition.
10. Product Type.
11. Variant.
12. Set or pieces included.
13. Advertised accessories.
14. Essential functionality.
15. Authenticity.
16. Material description.
17. Relevant promise made during a live.
Minor differences, screen variations, lighting, non-material packaging differences, or subjective preferences generally do not constitute a materially different product.
19. Fragrance / Perfume Claims
Perfumes and fragrances may be covered by Buyer Protection when:
1. The product is counterfeit.
2. The product is opened.
3. The product was used.
4. The product does not include original intact retail packaging when required.
5. The seal is broken.
6. The product is a tester, decant, or filled sample not permitted.
7. Size or volume does not match.
8. Concentration or presentation is incorrect.
9. The product is materially damaged.
10. The product does not match the listing.
Claims will generally not qualify for:
1. Subjective scent preference.
2. Perceived longevity or projection.
3. Comparison with another production batch.
4. Change of mind.
5. Buyer opened or used the product and later decided they no longer wanted it.
6. Minor non-material packaging variations.
7. Subjective expectations not guaranteed.
The Buyer must keep the product, packaging, box, seal, and evidence until MyDeal resolves the Claim.
20. Beauty / Cosmetics Claims
Beauty / Cosmetics products may be covered by Buyer Protection when:
1. The product is opened.
2. The product was used.
3. The product is expired.
4. The product is contaminated.
5. The product was repackaged.
6. The product is counterfeit.
7. The product does not match the published shade, size, variant, or presentation.
8. The product arrived damaged.
9. The product does not include original intact packaging when required.
10. The product was materially misdescribed.
Claims will generally not qualify for:
1. Subjective shade preference.
2. Texture.
3. Expected cosmetic result.
4. Change of mind.
5. Price comparison.
6. Buyer opened, used, or contaminated the product.
7. Expectations not guaranteed.
21. Luxury / Designer Claims
Luxury / Designer Items may be covered by Buyer Protection when:
1. The item is counterfeit.
2. The item is a replica.
3. The item is not authentic.
4. The item is materially different.
5. The item has undisclosed relevant damage.
6. An advertised accessory is missing.
7. An advertised serial, certificate, tag, or receipt is false or not included.
8. Condition is materially lower.
9. Seller made a false authenticity statement.
10. The item does not match photos or description.
MyDeal may request additional evidence, including detailed photographs, external reports, authenticity review, or Seller evidence.
A Claim will not automatically qualify for clearly described wear, subjective preference, resale expectations, or change of mind.
22. Pallet / Bulk Lot Claims
Pallet / Bulk Lot purchases are generally Final Sale with respect to change of mind, commercial expectations, subjective preferences, or resale results.
The following will generally not be valid Claims:
1. Buyer expected higher margin.
2. Buyer expected other brands that were not guaranteed.
3. Buyer did not review the manifest.
4. Buyer purchased a lot without manifest and expected specific content.
5. Buyer did not consider separate freight.
6. Buyer did not obtain resale profit.
7. Buyer did not read Final Sale.
8. Buyer did not review photos.
9. Buyer did not review general lot condition.
10. Buyer did not read that freight was not included.
The following may be valid Claims:
1. Lot materially different.
2. Manifest materially incorrect.
3. Counterfeit products.
4. Undisclosed prohibited products.
5. Lot not delivered.
6. Freight falsely promised as included.
7. Damage attributable before pickup.
8. Fraud.
9. Stolen merchandise.
10. Materially different condition.
11. Substitution of the lot after purchase.
The Buyer must submit evidence within the applicable deadline.
23. Large Item / Oversize Item / Special Cargo Claims
Large Item / Oversize Item / Special Cargo may be covered when:
1. Product not received.
2. Product damaged in a covered way.
3. Wrong item.
4. Product materially different.
5. Shipping issue attributable to Seller, MyDeal, hub, carrier, or authorized provider.
6. Product cannot be shipped due to incorrect classification not attributable to Buyer.
The Buyer understands these products may require additional time, carriers, fees, handling, or restrictions.
A Claim will not qualify solely because:
1. The product takes longer than a Standard Product.
2. Shipping costs more than Standard Shipping.
3. A special carrier is required.
4. Additional coordination is required.
5. The destination has a disclosed restriction.
24. International Claims: Hub vs. Final Delivery
For international orders, the Claim may depend on where the problem occurred or was detected.
| Situation | Relevant moment |
|---|---|
| Wrong item detected by MyDeal Hub | From hub processing or hub inspection |
| Missing item detected by MyDeal Hub | From hub processing or hub inspection |
| Product not eligible for destination | From detection of restriction |
| Visible damage upon final delivery | From final delivery to Buyer |
| International final non-delivery | From last tracking event or investigation |
| Buyer does not pay international final shipping | From expiration of free storage period |
| Buyer refuses international delivery | From refusal event or carrier event |
| Customs holds or inspects package | From notice or available event, subject to review |
MyDeal may adjust deadlines and required evidence according to carrier events, customs events, hub processing, destination country, product type, or operational situation.
25. MyDeal Hub Issues
A Hub Issue may exist when, after recorded receipt by MyDeal or an authorized provider, there is:
1. Loss inside the hub.
2. Missing item attributable to the hub.
3. Misrouting.
4. Damage inside the hub.
5. Sorting error.
6. Consolidation error.
7. Internal Sorting Tags error attributable to later processing.
8. Package processing error.
MyDeal may review hub records, photographs, scans, package weight, internal logs, and available evidence.
Carrier-delivered status does not automatically mean recorded receipt by MyDeal if there is a discrepancy, empty package, unlocated delivery, or open investigation.
26. Carrier Issues
A Carrier Issue may exist when the carrier loses, damages, delays, incorrectly delivers, or incorrectly marks a package.
MyDeal may:
1. Open a carrier claim.
2. Request evidence from Buyer.
3. Request evidence from Seller.
4. Wait for carrier resolution.
5. Issue a remedy based on available coverage.
6. Deny or limit a Claim if the carrier rejects it and no other valid basis exists.
7. Issue refund or credit when MyDeal determines that Buyer Protection applies.
The Buyer must cooperate with carrier investigations when necessary.
27. Duties, Taxes, Customs, and Import Claims
Duties, taxes, customs, brokerage, import fees, or destination charges are generally the responsibility of the Buyer when applicable.
A Claim will generally not qualify solely because:
1. Buyer did not expect duties.
2. Buyer did not want to pay customs fees.
3. Buyer refused delivery because of import charges.
4. Customs held the package for ordinary inspection.
5. Destination country applied charges.
6. Carrier charged brokerage fees.
7. Buyer did not complete required documentation.
A review may exist if:
1. MyDeal charged an incorrect fee.
2. Hub or carrier made a verifiable error.
3. Seller materially misdeclared the product.
4. Product was prohibited and not disclosed.
5. MyDeal determined there was a covered error.
28. Storage and Abandonment Claims
For international packages received at a hub, storage, free storage period, storage fees, and abandonment rules apply.
The Buyer may lose rights to the package if:
1. Buyer does not pay international final shipping.
2. Buyer does not pay storage fees.
3. Buyer does not respond to notices.
4. Buyer does not provide required information.
5. Buyer does not claim the package.
6. Buyer refuses delivery without a valid Claim.
7. Buyer does not complete customs or import requirements.
8. Applicable deadlines expire.
A Claim will generally not qualify if the package was treated as abandoned under applicable notices, deadlines, and policies.
29. Refunds
MyDeal may issue one or more of the following remedies:
1. Full refund.
2. Partial refund.
3. Store credit.
4. Replacement, if available.
5. Authorized return.
6. Refund without return, when MyDeal determines it is appropriate.
7. Limited reimbursement.
8. Shipping refund, when applicable.
9. Freight adjustment, when applicable.
10. No remedy, if the Claim is not valid.
Refunds may exclude non-recoverable charges when applicable, including:
1. Shipping already used.
2. Freight already incurred.
3. Duties.
4. Taxes.
5. Customs fees.
6. Brokerage fees.
7. Storage fees.
8. Carrier fees.
9. Return fees.
10. Handling fees.
11. Special handling.
12. Other non-recoverable charges, unless the issue is attributable to Seller, MyDeal, or a covered party.
30. Authorized Returns
The Buyer must not return products without prior authorization from MyDeal.
An authorized return may require:
1. MyDeal approval.
2. Return label.
3. Authorized address.
4. Authorized carrier.
5. Shipping deadline.
6. Complete product.
7. Adequate packaging.
8. Included accessories.
9. Order number.
10. Delivery evidence.
11. Tracking.
An unauthorized return may be rejected, not refunded, returned to Buyer, held, or handled according to applicable policies.
31. Products That Must Not Be Returned Without Instructions
The Buyer must not return the following without instructions from MyDeal:
1. Opened perfumes.
2. Opened beauty products.
3. Contaminated products.
4. Dangerous products.
5. Prohibited products.
6. Counterfeit products.
7. Products subject to safety issue.
8. International products held by customs.
9. Pallet / Bulk Lot.
10. Large Item / Oversize Item / Special Cargo.
11. Products with lithium batteries or other regulated materials.
12. Products whose return is illegal, unsafe, or not viable.
MyDeal may determine whether refund without return, destruction, disposal, return to Seller, product review, or another permitted remedy is appropriate.
32. Cancellations Related to Claims
MyDeal may cancel an order in whole or in part when:
1. Seller has no stock.
2. Seller cannot fulfill.
3. Product is misclassified.
4. Product is prohibited.
5. Product cannot be shipped.
6. Payment fails.
7. Fraud or risk review exists.
8. There is an obvious pricing or listing error.
9. Buyer requests cancellation before processing, if MyDeal allows it.
10. Seller breaches.
11. Carrier or hub cannot process.
12. Law or authorized third party requires it.
13. MyDeal determines that the order is not viable.
If cancellation occurs before shipping and without Buyer fault, MyDeal may issue a refund according to the applicable situation.
33. Chargebacks and Processor Disputes
If the Buyer initiates a chargeback or dispute with a bank, card issuer, or payment processor, MyDeal may:
1. Share evidence with the processor.
2. Suspend or pause internal review.
3. Request additional information.
4. Respond according to processor rules.
5. Limit duplicate refunds.
6. Reject chargeback abuse.
7. Apply fraud or account limitation policies.
8. Take actions permitted by law.
The Buyer must not receive double recovery for the same issue through a refund and chargeback at the same time.
If the Buyer opens a chargeback before allowing MyDeal to review the Claim, MyDeal may handle the case according to processor rules and suspend certain internal remedies while the dispute is resolved.
34. Fraud, Abuse, and False Claims
MyDeal may deny Claims, limit accounts, cancel orders, or suspend access when it detects:
1. False Claims.
2. Abusive chargebacks.
3. Manipulated photographs.
4. Misleadingly edited videos.
5. False address.
6. Return fraud.
7. Fraudulent empty box claims.
8. Promotion abuse.
9. Attempt to obtain a refund without returning product when return is required.
10. Collusion with Seller.
11. Suspicious activity.
12. Sanctions / AML risk.
13. Resale of products claimed as damaged or not received.
14. Repeated unfounded Claims.
15. Any conduct contrary to law, policies, or good faith.
MyDeal may preserve evidence and report activity to processors, carriers, authorities, or third parties when permitted or required.
35. Communication with Support
The Buyer must communicate with MyDeal through official channels.
MyDeal may require that all Claim information remain within authorized channels to preserve records, evidence, and traceability.
The Buyer must not:
1. Threaten or harass the Seller.
2. Demand payment outside MyDeal.
3. Request a direct refund from the Seller outside the Platform.
4. Propose evasion of policies.
5. Manipulate evidence.
6. Hide relevant information.
7. Start multiple Claims for the same issue through different channels in an abusive manner.
36. MyDeal Decision
MyDeal will review Claims in good faith based on available evidence and applicable policies.
MyDeal may decide to:
1. Approve the Claim.
2. Deny the Claim.
3. Approve full refund.
4. Approve partial refund.
5. Require return.
6. Not require return.
7. Request more evidence.
8. Wait for carrier investigation.
9. Wait for hub investigation.
10. Wait for processor decision.
11. Apply store credit if appropriate.
12. Escalate to internal review.
13. Close the Claim.
The decision may consider:
1. Buyer evidence.
2. Seller evidence.
3. Listing.
4. Photos.
5. Live representations.
6. Tracking.
7. Carrier records.
8. Hub records.
9. Processor records.
10. Buyer and Seller history.
11. Fraud risk.
12. Product category.
13. Applicable law.
14. MyDeal policies.
37. Appeals / Review Request
If the Buyer believes a decision was applied in error, the Buyer may request a review through the channel indicated by MyDeal.
MyDeal may require:
1. Claim number.
2. Order number.
3. Explanation of the reason for appeal.
4. New or additional evidence.
5. Supporting documents.
MyDeal is not required to modify its decision if there is no new evidence or if the original risk, policy, or result remains applicable.
38. No Guarantee of Outcome
Submitting a Claim does not guarantee:
1. Refund.
2. Return.
3. Replacement.
4. Store credit.
5. Chargeback win.
6. Carrier claim approval.
7. Freight refund.
8. Duties refund.
9. Customs release.
10. Full recovery of charges.
Each Claim is reviewed according to evidence, policy, law, processor rules, carrier rules, and specific circumstances.
39. Privacy and Use of Evidence
MyDeal may process information from the Buyer, Seller, and third parties to review claims, refunds, returns, chargebacks, fraud prevention, shipping, hub issues, legal compliance, and Buyer Protection.
Information may be shared with:
1. Seller.
2. Carrier.
3. MyDeal Xpress.
4. Hub.
5. Payment processor.
6. Fraud prevention provider.
7. Authentication provider.
8. Brand owner.
9. Customs broker.
10. Legal, tax, or compliance advisors.
11. Authorities, when required or permitted.
The use of personal information is governed by the MyDeal Privacy Policy.
40. No Legal, Tax, Customs, or Import Advice
Nothing in this Policy constitutes legal, tax, customs, regulatory, financial, import/export, or professional advice.
The Buyer is responsible for understanding their obligations regarding:
1. Importation.
2. Duties.
3. Taxes.
4. Customs.
5. Product use.
6. Resale.
7. Country restrictions.
8. Licenses.
9. Permits.
10. Applicable legal compliance.
41. Changes to this Policy
MyDeal may modify this Policy to reflect:
1. Operational changes.
2. New categories.
3. Changes in claims.
4. Changes in returns.
5. Changes in refunds.
6. Changes in shipping.
7. Changes in hubs.
8. Changes in MyDeal Xpress.
9. Carrier changes.
10. Legal changes.
11. Tax changes.
12. Processor changes.
13. Fraud prevention changes.
14. Changes in Buyer Protection.
Continued use of MyDeal after an update is posted may constitute acceptance of the updated version, to the extent permitted by applicable law.
42. Notices and Electronic Communications
MyDeal may send notices related to:
1. Claims.
2. Refunds.
3. Returns.
4. Shipping.
5. Hubs.
6. Storage.
7. Abandonment.
8. Chargebacks.
9. Processor disputes.
10. Evidence requests.
11. Carrier investigations.
12. Policy updates.
13. Legal notices.
14. Account status.
Notices may be sent by email, dashboard, account messages, platform alerts, SMS when permitted, support, or any other reasonable electronic method.
The Buyer is responsible for reviewing their registered channels.
43. Limitation of Liability
To the maximum extent permitted by applicable law, MyDeal will not be liable for:
1. Indirect losses.
2. Lost profits.
3. Lost resale opportunities.
4. Lost expected margin.
5. Consequential damages.
6. Carrier delays.
7. Customs delays not attributable to MyDeal.
8. Buyer errors.
9. Misuse of the Platform.
10. Products listed by Sellers, except for responsibilities that law does not allow to be excluded.
11. Third-party failures.
12. Events outside MyDeal's reasonable control.
MyDeal's liability, if any, may be limited to the amount paid by the Buyer for the affected order, unless applicable law requires otherwise.
44. Governing Law and Jurisdiction
Unless applicable law requires otherwise, this Policy will be governed by the laws of the State of Wyoming, United States, without giving effect to conflict of laws principles.
Any dispute must be handled according to MyDeal's internal review procedures before legal action is initiated, unless urgent action, injunctive relief, fraud prevention, chargeback response, processor compliance, or immediate legal compliance is required.
45. Language Priority
If this Policy is provided in more than one language, the English version will control in case of conflict, unless applicable law requires otherwise.
46. Incorporation and Electronic Acceptance
This Policy is incorporated into BT1 — Buyer Purchase Terms for Seller Orders and into the Buyer's purchase experience within MyDeal.
The Buyer accepts this Policy by:
1. Creating an account.
2. Using the Platform.
3. Browsing a Live Store.
4. Adding products to cart.
5. Checking out.
6. Paying for an order.
7. Accepting a checkbox.
8. Submitting a Claim.
9. Requesting a refund.
10. Requesting a return.
11. Requesting international final shipping.
12. Buying Pallet / Bulk Lot.
13. Requesting freight.
14. Contacting support.
15. Continuing to use MyDeal after changes.
Annex A — Buyer Protection Summary
| Situation | Buyer Protection may apply |
|---|---|
| Wrong item | Yes |
| Missing item | Yes |
| Product damaged in a covered way | Yes |
| Product materially different | Yes |
| Counterfeit product | Yes |
| Product not received | Yes |
| Delivered but Not Received | Subject to investigation |
| Fragrance opened, used, or counterfeit | Yes |
| Beauty opened, used, expired, or counterfeit | Yes |
| Luxury / Designer counterfeit or replica | Yes |
| Pallet / Bulk Lot materially different | Yes |
| Buyer remorse | No, unless another valid basis exists |
| Unprofitable resale | No |
| Failure to read description | No, unless another valid basis exists |
| Failure to pay separate freight | No, unless false representation occurred |
| Applicable duties / customs charges | No, unless covered error occurred |
Annex B — Initial Claim Deadlines
| Type of claim | Initial deadline |
|---|---|
| Visible damage, opened package, or broken product | 48 hours from delivery |
| Wrong item | 3 calendar days from delivery |
| Obvious missing items | 3 calendar days from delivery |
| Materially different product | 7 calendar days from delivery |
| Fragrance / Perfume packaging or seal | 48 hours from delivery, without opening product |
| Beauty / Cosmetics packaging or seal | 48 hours from delivery, without opening product |
| Luxury / Designer authenticity | 14 calendar days from delivery |
| Pallet / Bulk Lot material discrepancy | 3 calendar days from receipt or reasonable inspection |
| Delivered but Not Received | 3 calendar days from delivered status |
| Non-delivery / tracking without movement | According to carrier review and MyDeal policy |
| Chargeback / processor dispute | According to processor rules |
Annex C — Common Evidence by Claim Type
| Type of claim | Common evidence |
|---|---|
| Wrong item | Product photos, packaging, label, order number |
| Damaged product | Damage photos, outer/inner packaging, label |
| Missing item | Package photos, packing slip, description of missing item |
| Delivered but Not Received | Address, carrier proof, area photos, statement |
| Fragrance / Beauty | Seal, packaging, box, and product photos |
| Luxury / Designer | Detailed photos, serial, accessories, external evidence |
| Pallet / Bulk Lot | Lot photos, manifest, discrepancy evidence |
| International issue | Tracking, customs documents, hub communications |
| Chargeback | Order, delivery, communications, claim history evidence |
Annex D — Possible Remedies
| Remedy | When it may apply |
|---|---|
| Full refund | Severe valid Claim or product not delivered |
| Partial refund | Partial issue or limited damage |
| Authorized return | When MyDeal requires return |
| Refund without return | When return is not viable or necessary |
| Replacement | If available and approved by MyDeal |
| Store credit | When applicable and accepted by Buyer |
| Carrier claim | When issue depends on carrier |
| No remedy | Invalid Claim, insufficient evidence, or outside coverage |
Annex E — Common Non-Covered Claims
| Situation | Generally not covered |
|---|---|
| Change of mind | No |
| Better price at another store | No |
| Failure to read description | No |
| Failure to review photos | No |
| Resale expectation | No |
| Higher freight when disclosed as separate | No |
| Applicable duties / taxes | No |
| Ordinary customs delay | No |
| Product used by Buyer | No |
| Product damaged by Buyer | No |
| Claim without evidence | No |
| Claim after deadline | No, unless exception accepted |
| Fraudulent Claim | No |
Annex F — Contact and Support
The Buyer must use MyDeal's official channels to:
1. Submit Claims.
2. Request refunds.
3. Request returns.
4. Report wrong item.
5. Report damaged product.
6. Report counterfeit product.
7. Report Delivered but Not Received.
8. Request international shipping review.
9. Request hub issue review.
10. Report safety issue.
11. Report prohibited product.
12. Request Pallet / Bulk Lot review.
13. Request Large Item / Oversize Item / Special Cargo review.
MyDeal may require additional information to process any request.
Política de Buyer Protection y Claims
Esta política establece las reglas aplicables cuando un Buyer presenta un Claim por una orden de Seller en MyDealShopper, incluyendo qué está cubierto, el proceso, plazos, resoluciones y limitaciones.
Importante: Este resumen se proporciona únicamente para facilitar la comprensión y no reemplaza la política completa que aparece más abajo. La política completa rige todos los Claims presentados en nuestra Plataforma.
Resumen Rápido
- Los Claims deben enviarse dentro de los plazos establecidos en esta política; los Claims tardíos pueden no ser aceptados.
- Las situaciones cubiertas incluyen: artículo no recibido, artículo significativamente diferente a lo descrito, y artículos dañados.
- MyDeal investiga los Claims y puede solicitar evidencia tanto al Buyer como al Seller.
- Las resoluciones pueden incluir reembolso, reemplazo o crédito parcial a discreción de MyDeal.
- El abuso del proceso de Claims puede resultar en restricciones de cuenta.
Índice de Contenido
BT2 — Buyer Protection and Claims Policy for Seller Orders
Política de Buyer Protection y Claims para Seller Orders
Versión: BT2 v1.0
Fecha efectiva: May 30, 2026
Última actualización: May 30, 2026
Estado: Published and Effective
Entidad: MyDealShopper LLC
1. Objeto de esta Política
Esta Política de Buyer Protection y Claims para Seller Orders establece las reglas aplicables cuando un Buyer presenta un claim, solicita revisión, refund, return, remedy o protección relacionada con una compra realizada a un Seller dentro de MyDealShopper.
Esta Política tiene como finalidad:
1. Explicar cuándo una compra puede estar protegida por Buyer Protection.
2. Explicar cuándo un claim puede ser válido.
3. Explicar cuándo un claim generalmente no procede.
4. Establecer plazos iniciales para presentar claims.
5. Definir la evidencia que MyDeal puede solicitar al Buyer.
6. Explicar cómo se manejan refunds, returns, replacements, store credits, shipping issues, hub issues, international claims y chargebacks.
7. Alinear la experiencia del Buyer con las políticas aplicables a Sellers, especialmente C7 — Seller Returns, Refunds and Claims Policy.
8. Proteger a Buyers, Sellers, MyDeal, MyDeal Xpress, hubs, carriers, payment processors y demás partes involucradas frente a reclamos válidos, reclamos abusivos, fraude, errores de shipping, productos prohibidos, productos falsificados o problemas operativos.
Esta Política aplica únicamente a compras realizadas a Sellers con mercancía propia dentro de MyDeal. No regula compras realizadas mediante Personal Shoppers, Snap Shoppers, citas privadas, sourcing personalizado, servicios de concierge, creators, affiliates, compras asistidas o servicios futuros, salvo que MyDeal indique expresamente que esta Política aplica total o parcialmente.
2. Aceptación de esta Política
Al crear una cuenta, usar MyDeal, comprar a un Seller, completar checkout, aceptar los Buyer Purchase Terms, presentar un Claim, solicitar refund, solicitar return, contactar soporte, iniciar una revisión, usar servicios de MyDeal Xpress o continuar usando la Plataforma, el Buyer acepta esta Política.
MyDeal podrá conservar registros electrónicos de aceptación o reconocimiento, incluyendo fecha, hora, email, cuenta, IP, user agent, idioma, versión del documento, texto del checkbox, botón presionado, checkout record y demás información razonablemente necesaria.
3. Alcance
Esta Política aplica a:
1. Seller Orders.
2. Compras realizadas en Live Stores.
3. Productos comprados mediante checkout.
4. Productos promovidos durante lives vinculados a MyDeal.
5. Productos Standard.
6. Large Item / Oversize Item / Special Cargo.
7. Fragrance / Perfume.
8. Beauty / Cosmetics.
9. Luxury / Designer Items.
10. Pallet / Bulk Lot.
11. USA Orders.
12. International Orders.
13. Órdenes enviadas a MyDeal Hubs.
14. MyDeal Xpress processing.
15. Claims por producto incorrecto.
16. Claims por producto no recibido.
17. Claims por producto dañado.
18. Claims por producto falso o no auténtico.
19. Claims por producto materialmente distinto.
20. Claims por faltantes.
21. Claims por Delivered but Not Received.
22. Claims relacionados con storage, abandonment, freight, duties, taxes, customs o international final shipping.
23. Refunds, returns, chargebacks, payment disputes y remedios relacionados.
4. Relación con Otros Documentos
Esta Política deberá interpretarse junto con:
1. BT1 — Buyer Purchase Terms for Seller Orders.
2. Seller Terms and Conditions.
3. C1 — Product Condition and Listing Accuracy Policy.
4. C2 — Prohibited and Restricted Products Policy.
5. C3 — Fragrance and Beauty Products Policy.
6. C4 — Luxury / Designer Authenticity Policy.
7. C5 — Pallet / Bulk Lot Policy.
8. C6 — Seller Shipping Eligibility and Fulfillment Policy.
9. C7 — Seller Returns, Refunds and Claims Policy.
10. C8 — Seller Payouts, Reserves, Adjustments and Chargebacks Policy.
11. C9 — Seller Verification, Compliance and Eligibility Policy.
12. MyDeal Privacy Policy.
13. MyDeal Xpress Logistics Terms, cuando aplique.
14. Shipping Rates Page, Fee Schedule o tarifas operativas vigentes, cuando aplique.
15. Stripe, PayPal u otros payment processor terms, cuando aplique.
16. Carrier rules.
17. Customs rules.
18. Tax rules.
19. Sanctions, AML, fraud prevention, product safety y legal requirements.
Esta Política complementa BT1 — Buyer Purchase Terms for Seller Orders. En caso de conflicto entre BT1 y esta Política respecto de claims, refunds, returns, Buyer Protection, evidencia, plazos, chargebacks, remedies o procedimientos de revisión, prevalecerá la regla más específica aplicable de esta Política, salvo que la ley aplicable exija otra cosa.
En caso de conflicto, la regla más específica aplicable al producto, shipping, claim, refund, return, chargeback, carrier issue, hub issue, category risk, Buyer Protection o cumplimiento legal prevalecerá para la operación correspondiente, salvo que la ley aplicable exija otra cosa.
5. Definiciones
| Término | Definición |
|---|---|
| MyDeal | MyDealShopper LLC, su Plataforma, Live Stores, checkout, soporte, hubs, herramientas, servicios y procesos relacionados. |
| Buyer | Usuario que compra o intenta comprar productos dentro de MyDeal. |
| Seller | Persona o negocio aprobado por MyDeal para vender mercancía propia dentro de la Plataforma. |
| Seller Order | Orden realizada por un Buyer a un Seller dentro de MyDeal. |
| Buyer Protection | Protección limitada aplicable a ciertos problemas válidos de compra, conforme a esta Política, BT1 y políticas aplicables. |
| Claim | Solicitud de revisión presentada por el Buyer o iniciada por MyDeal relacionada con un problema de producto, shipping, entrega, hub, freight, refund, return o Buyer Protection. |
| Valid Claim | Claim que cumple requisitos de tiempo, evidencia y cobertura bajo esta Política. |
| Refund | Reembolso total o parcial autorizado conforme a políticas aplicables. |
| Return | Devolución física autorizada por MyDeal. |
| Final Sale | Venta no devolvible por cambio de opinión, preferencia subjetiva, comparación de precio o expectativa de reventa, sin eliminar Buyer Protection para claims válidos. |
| Product Not Received | Situación en la que el Buyer afirma no haber recibido el producto comprado. |
| Delivered but Not Received | Situación en la que el tracking muestra delivered, pero el Buyer afirma no haber recibido el paquete. |
| Materially Different | Producto o lote que difiere de forma relevante de lo publicado, mostrado, descrito o prometido. |
| Wrong Item | Producto distinto al comprado por el Buyer. |
| Missing Item | Producto, pieza, accesorio o componente anunciado que no fue recibido. |
| Damaged Item | Producto recibido con daño cubierto por esta Política. |
| Counterfeit / Not Authentic | Producto falso, réplica, no auténtico o que infringe derechos de marca cuando fue vendido como auténtico. |
| Unauthorized Return | Devolución enviada por el Buyer sin autorización previa de MyDeal. |
| MyDeal Hub | Ubicación autorizada para recibir, separar, consolidar, procesar o reenviar mercancía. |
| Hub Issue | Problema ocurrido después de recepción registrada por MyDeal o proveedor autorizado en un hub. |
| Carrier Issue | Pérdida, daño, retraso o incidencia atribuible al carrier, sujeto a evidencia, reglas y cobertura aplicable. |
| International Final Shipping | Envío desde un MyDeal Hub hacia el destino final internacional del Buyer. |
| Pallet / Bulk Lot | Pallet, lote, carga o agrupación de mercancía vendida como unidad comercial especial. |
| Large Item / Oversize Item / Special Cargo | Producto grande, pesado, voluminoso, frágil o no elegible para Standard Shipping, sujeto a flujo, tarifa, carrier, revisión o reglas separadas. |
6. Principio General de Buyer Protection
Buyer Protection existe para proteger al Buyer cuando ocurre un problema real, verificable y cubierto con una compra realizada a un Seller dentro de MyDeal.
Buyer Protection puede aplicar cuando existe, entre otros:
1. Producto incorrecto.
2. Producto faltante.
3. Producto materialmente distinto.
4. Producto dañado de forma cubierta.
5. Producto no recibido.
6. Producto falso o no auténtico.
7. Producto prohibido no declarado.
8. Producto sujeto a recall o safety issue.
9. Seller no cumple la orden.
10. Problema de hub cubierto.
11. Problema de carrier cubierto.
12. Error operativo cubierto por MyDeal.
13. Claim protegido bajo esta Política.
Buyer Protection no significa que todas las compras sean retornables o reembolsables por cualquier motivo.
7. Final Sale y Buyer Protection
Salvo que MyDeal indique expresamente otra cosa, las compras realizadas a Sellers son Final Sale respecto de:
1. Cambio de opinión.
2. Preferencia personal.
3. Buyer remorse.
4. Comparación de precio.
5. Expectativas de reventa.
6. Insatisfacción subjetiva.
7. No leer descripción.
8. No revisar fotografías.
9. No revisar condition.
10. No revisar Product Type.
11. No revisar freight, shipping, duties, taxes o customs notices.
12. No pagar international final shipping después de aceptar que era separado.
13. No obtener margen esperado en una reventa.
14. No recibir productos específicos dentro de un Pallet / Bulk Lot sin manifest cuando dichos productos no fueron garantizados.
Sin embargo, Final Sale no elimina Buyer Protection cuando existe un claim válido.
8. Claims Potencialmente Válidos
Sujeto a evidencia, plazos y revisión de MyDeal, pueden considerarse claims válidos:
1. Producto incorrecto.
2. Producto no recibido.
3. Producto faltante.
4. Producto dañado antes de entrega o por empaque deficiente.
5. Producto materialmente distinto al listing.
6. Condition distinta a la publicada.
7. Talla, color, tono, volumen, modelo o variante incorrecta.
8. Accesorio anunciado no incluido.
9. Fragrance / Perfume abierto, usado, falso, sin empaque permitido o materialmente distinto.
10. Beauty / Cosmetics abierto, usado, vencido, contaminado, reenvasado, falso o materialmente distinto.
11. Luxury / Designer Item falso, réplica, no auténtico o materialmente distinto.
12. Luxury / Designer Item con daño relevante no revelado.
13. Pallet / Bulk Lot materialmente distinto.
14. Manifest materialmente incorrecto.
15. Productos prohibidos o restringidos no declarados.
16. Freight incluido falsamente prometido.
17. No entrega atribuible al Seller.
18. No entrega atribuible a hub después de recepción registrada.
19. Daño o pérdida cubierta atribuible a carrier, sujeto a carrier rules.
20. Seller no despacha dentro del plazo aplicable y la orden no puede cumplirse.
21. Orden cancelada por falta de stock del Seller.
22. Producto sujeto a recall o safety issue.
23. Error cubierto por MyDeal, hub, carrier o proveedor autorizado.
24. Cualquier otro problema que MyDeal determine cubierto conforme a esta Política.
9. Claims Generalmente No Válidos
Salvo que exista otra base válida, generalmente no procederán claims por:
1. Cambio de opinión.
2. Preferencia personal.
3. Buyer encontró mejor precio.
4. Buyer esperaba otro margen de reventa.
5. Buyer no leyó la descripción.
6. Buyer no revisó fotos.
7. Buyer no revisó Final Sale.
8. Buyer no revisó freight separado.
9. Buyer no revisó international final shipping.
10. Buyer no revisó duties, taxes o customs notices.
11. Variaciones menores no materiales.
12. Desgaste o condición claramente descritos.
13. Daños claramente fotografiados y descritos.
14. Insatisfacción subjetiva con olor, color, talla, estilo, fit, textura o presentación.
15. Retrasos de aduana o carrier no atribuibles a MyDeal o Seller.
16. Duties, taxes, customs fees o import charges aplicables.
17. Buyer se niega a pagar freight o shipping final.
18. Buyer proporciona dirección incorrecta.
19. Buyer rechaza entrega sin claim válido.
20. Buyer no responde a comunicaciones necesarias.
21. Buyer no solicita envío internacional final dentro del plazo aplicable.
22. Buyer no paga storage fees.
23. Pallet / Bulk Lot sin manifest que no contiene productos específicos no garantizados.
24. Reventa no rentable.
25. Carrier claim no aprobado por carrier.
26. Producto abierto, usado, alterado o dañado por el Buyer después de recibirlo.
27. Uso incorrecto, instalación incorrecta, almacenamiento inadecuado o manipulación indebida por parte del Buyer.
28. Claim presentado fuera de plazo sin justificación aceptada por MyDeal.
29. Claim sin evidencia suficiente.
30. Claim fraudulento o abusivo.
10. Plazos Iniciales para Presentar Claims
El Buyer deberá presentar claims dentro de los plazos indicados por MyDeal. Los plazos podrán variar por categoría, destino, carrier, hub, evidencia, ley aplicable o situación especial.
Tabla inicial:
| Tipo de claim | Plazo inicial |
|---|---|
| Daño visible, paquete abierto o producto roto | 48 horas desde entrega |
| Producto incorrecto | 3 días calendario desde entrega |
| Faltantes evidentes | 3 días calendario desde entrega |
| Producto materialmente distinto | 7 días calendario desde entrega |
| Fragrance / Perfume con problema de empaque/sello | 48 horas desde entrega, sin abrir el producto |
| Beauty / Cosmetics con problema de empaque/sello | 48 horas desde entrega, sin abrir el producto |
| Luxury / Designer autenticidad | 14 días calendario desde entrega |
| Pallet / Bulk Lot discrepancia material | 3 días calendario desde recepción o inspección razonable |
| No recepción con tracking delivered | 3 días calendario desde estatus delivered |
| No entrega / tracking sin movimiento | Según revisión de carrier y política MyDeal |
| Chargeback o disputa del procesador | Conforme a reglas del procesador |
MyDeal podrá aceptar un claim fuera de plazo cuando exista fraude, falsificación, producto prohibido, recall, safety issue, obligación legal, error grave, carrier delay, hub delay, customs issue o evidencia que justifique una excepción.
11. Cómo Presentar un Claim
El Buyer deberá presentar el claim mediante el canal oficial designado por MyDeal.
MyDeal podrá requerir:
1. Número de orden.
2. Email de la cuenta.
3. Nombre del Buyer.
4. Producto afectado.
5. Descripción clara del problema.
6. Fotografías.
7. Video, cuando aplique.
8. Evidencia de empaque.
9. Tracking.
10. Fecha de entrega.
11. Capturas del listing o live, si existen.
12. Documentos de carrier o customs, cuando aplique.
13. Cualquier otra evidencia razonable.
El Buyer debe presentar información verdadera, completa y no manipulada.
12. Evidencia Requerida del Buyer
Dependiendo del claim, MyDeal puede solicitar:
1. Fotografías del producto recibido.
2. Fotografías del empaque exterior.
3. Fotografías del empaque interior.
4. Fotografías de shipping label.
5. Video de apertura, si existe.
6. Fotografías de daño visible.
7. Fotografías de accesorios faltantes.
8. Capturas del listing.
9. Capturas del live o mensajes.
10. Descripción del problema.
11. Número de orden.
12. Tracking.
13. Carrier proof.
14. Carrier case number.
15. Fotografías de lote o pallet.
16. Manifest, cuando aplique.
17. Documentos de customs.
18. Evidencia de duties o taxes.
19. Reporte de autenticidad externo en luxury, cuando aplique.
20. Police report, cuando MyDeal, carrier o processor lo requiera.
21. Declaración firmada del Buyer.
22. Cualquier otra evidencia razonable según el caso.
La falta de evidencia suficiente puede resultar en rechazo, limitación o cierre del claim.
13. Evidencia del Seller, Carrier, Hub o Terceros
MyDeal podrá revisar evidencia proveniente de:
1. Seller.
2. Carrier.
3. MyDeal Hub.
4. MyDeal Xpress.
5. Warehouse.
6. Freight provider.
7. Customs broker.
8. Payment processor.
9. Tax provider.
10. Brand owner.
11. Authentication provider.
12. Customer support.
13. Fraud prevention tools.
14. Tracking systems.
15. Internal logs.
16. Live recordings, cuando existan.
17. Chat, comments o order records.
MyDeal podrá resolver el claim con base en la evidencia disponible.
14. Delivered but Not Received
Si el tracking muestra delivered, pero el Buyer afirma que no recibió el paquete, MyDeal podrá solicitar:
1. Confirmación de dirección.
2. Fotografías del lugar de entrega.
3. Carrier proof of delivery.
4. GPS scan, cuando esté disponible.
5. Delivery photo, cuando esté disponible.
6. Declaración del Buyer.
7. Contacto con carrier.
8. Revisión con vecinos, oficina, recepción o building management.
9. Police report, cuando aplique.
10. Investigación interna.
Un estatus delivered no implica rechazo automático del claim. Sin embargo, el Buyer deberá cooperar con la investigación.
MyDeal podrá negar el claim si:
1. La evidencia muestra entrega razonable.
2. La dirección proporcionada por el Buyer era incorrecta.
3. El Buyer no coopera.
4. El Buyer ya recibió el producto.
5. Hay señales de fraude.
6. El carrier rechaza la reclamación.
7. La evidencia no respalda el claim.
8. El problema fue causado por instrucciones especiales del Buyer.
9. El paquete fue recibido por persona autorizada, recepción, locker o location permitida.
15. Producto Incorrecto
Un claim por producto incorrecto puede ser válido cuando el Buyer recibe un producto distinto al comprado.
MyDeal podrá solicitar:
1. Foto del producto recibido.
2. Foto del empaque.
3. Foto del label.
4. Foto del packing slip.
5. Captura del producto comprado.
6. Número de orden.
7. Descripción de la diferencia.
MyDeal podrá decidir entre:
1. Refund total.
2. Refund parcial.
3. Return autorizada.
4. Replacement, si está disponible.
5. Store credit, si aplica y el Buyer lo acepta.
6. Otro remedio permitido.
16. Producto Faltante
Un claim por producto faltante puede ser válido cuando el Buyer no recibe un producto, pieza, accesorio o componente anunciado.
MyDeal podrá revisar:
1. Listing.
2. Descripción.
3. Fotos.
4. Packing slip.
5. Peso del package.
6. Evidencia del Seller.
7. Evidencia del hub.
8. Evidencia del carrier.
9. Unboxing video, si existe.
10. Historial del Buyer y Seller.
No todo accesorio esperado por el Buyer será considerado faltante si no fue anunciado, mostrado o incluido razonablemente en el listing.
17. Producto Dañado
Un claim por producto dañado puede ser válido cuando:
1. El producto llegó roto.
2. El producto llegó con daño físico no descrito.
3. El daño ocurrió por empaque deficiente del Seller.
4. El daño ocurrió durante shipping y está cubierto por carrier, policy o protección aplicable.
5. El daño hace que el producto no pueda usarse razonablemente para su propósito ordinario.
6. El daño reduce materialmente el valor del producto y no fue revelado.
MyDeal podrá solicitar fotografías del producto, empaque exterior, empaque interior, shipping label y evidencia del daño.
No será claim válido por sí solo un daño, desgaste o defecto claramente informado, fotografiado o aceptado por el Buyer antes de comprar.
18. Producto Materialmente Distinto
Un producto puede considerarse materialmente distinto cuando difiere de forma relevante en:
1. Marca.
2. Modelo.
3. Tamaño.
4. Talla.
5. Color.
6. Tono.
7. Volumen.
8. Cantidad.
9. Condition.
10. Product Type.
11. Variante.
12. Set o piezas incluidas.
13. Accesorios anunciados.
14. Funcionalidad esencial.
15. Autenticidad.
16. Descripción material.
17. Promesa relevante hecha durante un live.
Diferencias menores, variaciones de pantalla, iluminación, empaque no material o preferencias subjetivas generalmente no constituyen producto materialmente distinto.
19. Fragrance / Perfume Claims
Los perfumes y fragancias pueden estar cubiertos por Buyer Protection cuando:
1. El producto es falso.
2. El producto está abierto.
3. El producto fue usado.
4. El producto no tiene empaque retail original intacto, cuando era requerido.
5. El sello está roto.
6. El producto es un tester, decant o muestra rellenada no permitida.
7. El tamaño o volumen no coincide.
8. La concentración o presentación es incorrecta.
9. El producto está dañado de forma material.
10. El producto no coincide con el listing.
Generalmente no procederán claims por:
1. Preferencia subjetiva del olor.
2. Duración o fijación percibida.
3. Comparación con otro lote de producción.
4. Cambio de opinión.
5. Buyer abrió o usó el producto y después decidió que no lo quería.
6. Variaciones menores no materiales en empaque.
7. Expectativas subjetivas no garantizadas.
El Buyer deberá conservar el producto, empaque, caja, sello y evidencia hasta que MyDeal resuelva el claim.
20. Beauty / Cosmetics Claims
Los productos Beauty / Cosmetics pueden estar cubiertos por Buyer Protection cuando:
1. El producto está abierto.
2. El producto fue usado.
3. El producto está vencido.
4. El producto está contaminado.
5. El producto fue reenvasado.
6. El producto es falso.
7. El producto no coincide con el tono, tamaño, variante o presentación publicados.
8. El producto llegó dañado.
9. El producto no tiene empaque original intacto, cuando era requerido.
10. El producto fue materialmente mal descrito.
Generalmente no procederán claims por:
1. Preferencia subjetiva de tono.
2. Textura.
3. Resultado cosmético esperado.
4. Cambio de opinión.
5. Comparación de precio.
6. Buyer abrió, usó o contaminó el producto.
7. Expectativas no garantizadas.
21. Luxury / Designer Claims
Los Luxury / Designer Items pueden estar cubiertos por Buyer Protection cuando:
1. El artículo es falso.
2. El artículo es réplica.
3. El artículo no es auténtico.
4. El artículo es materialmente distinto.
5. Tiene daño relevante no revelado.
6. Falta un accesorio anunciado.
7. Serial, certificado, tag o receipt anunciado es falso o no incluido.
8. Condition es materialmente inferior.
9. El Seller hizo una declaración falsa de autenticidad.
10. El artículo no coincide con fotos o descripción.
MyDeal podrá solicitar evidencia adicional, incluyendo fotografías detalladas, reportes externos, revisión de autenticidad o evidencia del Seller.
No procederá automáticamente un claim por desgaste claramente descrito, preferencia subjetiva, expectativas de reventa o cambio de opinión.
22. Pallet / Bulk Lot Claims
Los Pallet / Bulk Lot son generalmente Final Sale respecto de cambio de opinión, expectativas comerciales, preferencias subjetivas o resultados de reventa.
Generalmente no serán claims válidos:
1. Buyer esperaba mayor margen.
2. Buyer esperaba otras marcas no garantizadas.
3. Buyer no revisó manifest.
4. Buyer compró lote sin manifest y esperaba contenido específico.
5. Buyer no consideró freight separado.
6. Buyer no obtuvo utilidad de reventa.
7. Buyer no leyó Final Sale.
8. Buyer no revisó fotos.
9. Buyer no revisó condición general del lote.
10. Buyer no leyó que freight no estaba incluido.
Pueden ser claims válidos:
1. Lote materialmente distinto.
2. Manifest materialmente incorrecto.
3. Productos falsificados.
4. Productos prohibidos no declarados.
5. Lote no entregado.
6. Freight incluido falsamente prometido.
7. Daño atribuible antes de pickup.
8. Fraude.
9. Mercancía robada.
10. Condición materialmente distinta.
11. Sustitución del lote después de compra.
El Buyer deberá presentar evidencia dentro del plazo aplicable.
23. Large Item / Oversize Item / Special Cargo Claims
Large Item / Oversize Item / Special Cargo puede estar cubierto cuando:
1. Producto no recibido.
2. Producto dañado de forma cubierta.
3. Producto incorrecto.
4. Producto materialmente distinto.
5. Shipping issue atribuible al Seller, MyDeal, hub, carrier o proveedor autorizado.
6. Producto no puede enviarse por clasificación incorrecta no atribuible al Buyer.
El Buyer entiende que estos productos pueden requerir tiempos, carriers, tarifas, manejo o restricciones adicionales.
No procederá claim únicamente porque:
1. El producto tarda más que un Standard Product.
2. El shipping cuesta más que Standard Shipping.
3. Se requiere carrier especial.
4. Se requiere coordinación adicional.
5. El destino tiene restricción informada.
24. International Claims: Hub vs Final Delivery
En órdenes internacionales, el claim puede depender de dónde ocurrió o se detectó el problema.
| Situación | Momento relevante |
|---|---|
| Producto incorrecto detectado por MyDeal Hub | Desde hub processing o hub inspection |
| Faltante detectado por MyDeal Hub | Desde hub processing o hub inspection |
| Producto no elegible para destino | Desde detección de restricción |
| Daño visible al recibir entrega final | Desde entrega final al Buyer |
| No entrega internacional final | Desde último evento de tracking o investigación |
| Buyer no paga shipping internacional final | Desde vencimiento del free storage period |
| Buyer rechaza entrega internacional | Desde refusal event o carrier event |
| Aduana retiene o inspecciona paquete | Desde notificación o evento disponible, sujeto a revisión |
MyDeal podrá ajustar plazos y evidencia requerida conforme a carrier events, customs events, hub processing, país de destino, tipo de producto o situación operativa.
25. MyDeal Hub Issues
Un Hub Issue puede existir cuando, después de recepción registrada por MyDeal o proveedor autorizado, ocurre:
1. Pérdida dentro del hub.
2. Faltante atribuible al hub.
3. Misrouting.
4. Daño dentro del hub.
5. Error de separación.
6. Error de consolidación.
7. Error de Internal Sorting Tags atribuible a procesamiento posterior.
8. Package processing error.
MyDeal podrá revisar registros de hub, fotografías, scans, package weight, internal logs y evidencia disponible.
La recepción por carrier como delivered no significa automáticamente recepción registrada por MyDeal si existe discrepancia, paquete vacío, entrega no localizada o investigación abierta.
26. Carrier Issues
Un Carrier Issue puede existir cuando el carrier pierde, daña, retrasa, entrega incorrectamente o marca indebidamente un paquete.
MyDeal podrá:
1. Abrir carrier claim.
2. Solicitar evidencia al Buyer.
3. Solicitar evidencia al Seller.
4. Esperar resolución del carrier.
5. Emitir remedy según cobertura disponible.
6. Negar o limitar claim si carrier rechaza y no hay otra base válida.
7. Emitir refund o credit cuando MyDeal determine que Buyer Protection aplica.
El Buyer debe cooperar con carrier investigations cuando sea necesario.
27. Duties, Taxes, Customs and Import Claims
Los cargos de duties, taxes, customs, brokerage, import fees o destination charges generalmente son responsabilidad del Buyer cuando sean aplicables.
Generalmente no procederá claim únicamente porque:
1. Buyer no esperaba duties.
2. Buyer no quería pagar customs fees.
3. Buyer rechazó entrega por import charges.
4. Aduana retuvo el paquete por inspección ordinaria.
5. El país de destino aplicó cargos.
6. Carrier cobró brokerage fees.
7. Buyer no completó documentación requerida.
Puede existir revisión si:
1. MyDeal cobró un cargo incorrecto.
2. Hub o carrier cometió error verificable.
3. Seller declaró incorrectamente el producto de forma material.
4. Producto estaba prohibido y no fue declarado.
5. MyDeal determinó un error cubierto.
28. Storage and Abandonment Claims
Para paquetes internacionales recibidos en hub, aplican reglas de storage, free storage period, storage fees y abandonment.
El Buyer puede perder derechos sobre el paquete si:
1. No paga international final shipping.
2. No paga storage fees.
3. No responde avisos.
4. No proporciona información requerida.
5. No reclama el paquete.
6. Rechaza entrega sin claim válido.
7. No completa customs o import requirements.
8. Deja vencer los plazos aplicables.
Generalmente no procederá claim si el paquete fue tratado como abandonado conforme a los avisos, plazos y políticas aplicables.
29. Refunds
MyDeal podrá emitir uno o más de los siguientes remedios:
1. Refund total.
2. Refund parcial.
3. Store credit.
4. Replacement, si está disponible.
5. Return autorizada.
6. Refund sin return, cuando MyDeal lo determine.
7. Reimbursement limitado.
8. Shipping refund, cuando aplique.
9. Freight adjustment, cuando aplique.
10. No remedy, si el claim no es válido.
Refunds pueden excluir cargos no recuperables cuando corresponda, incluyendo:
1. Shipping ya utilizado.
2. Freight ya incurrido.
3. Duties.
4. Taxes.
5. Customs fees.
6. Brokerage fees.
7. Storage fees.
8. Carrier fees.
9. Return fees.
10. Handling fees.
11. Special handling.
12. Otros cargos no recuperables, salvo que el problema sea atribuible a Seller, MyDeal o una parte cubierta.
30. Returns Autorizados
El Buyer no deberá devolver productos sin autorización previa de MyDeal.
Una return autorizada puede requerir:
1. Aprobación de MyDeal.
2. Return label.
3. Dirección autorizada.
4. Carrier autorizado.
5. Plazo de envío.
6. Producto completo.
7. Empaque adecuado.
8. Accesorios incluidos.
9. Número de orden.
10. Evidencia de entrega.
11. Tracking.
Una return no autorizada puede ser rechazada, no reembolsada, devuelta al Buyer, retenida o tratada conforme a políticas aplicables.
31. Productos que No Deben Devolverse sin Instrucciones
El Buyer no debe devolver sin instrucciones de MyDeal:
1. Perfumes abiertos.
2. Beauty abierto.
3. Productos contaminados.
4. Productos peligrosos.
5. Productos prohibidos.
6. Productos falsificados.
7. Productos sujetos a safety issue.
8. Productos internacionales retenidos por customs.
9. Pallet / Bulk Lot.
10. Large Item / Oversize Item / Special Cargo.
11. Productos con lithium batteries u otros materiales regulados.
12. Productos cuya devolución sea ilegal, insegura o no viable.
MyDeal podrá determinar si corresponde refund sin devolución, destrucción, disposición, devolución al Seller, revisión del producto u otro remedio permitido.
32. Cancelaciones Relacionadas con Claims
MyDeal podrá cancelar una orden total o parcialmente cuando:
1. Seller no tenga stock.
2. Seller no pueda cumplir.
3. Producto esté mal clasificado.
4. Producto esté prohibido.
5. Producto no pueda enviarse.
6. Pago falle.
7. Exista fraude o risk review.
8. Exista error evidente de precio o listing.
9. Buyer solicite cancelación antes del procesamiento, si MyDeal lo permite.
10. Seller incumpla.
11. Carrier o hub no puedan procesar.
12. Ley o tercero autorizado lo requiera.
13. MyDeal determine que la orden no es viable.
Si la cancelación ocurre antes de shipping y sin culpa del Buyer, MyDeal podrá emitir refund conforme a la situación aplicable.
33. Chargebacks and Processor Disputes
Si el Buyer inicia un chargeback o disputa con banco, tarjeta o payment processor, MyDeal podrá:
1. Compartir evidencia con el processor.
2. Suspender o pausar revisión interna.
3. Solicitar información adicional.
4. Responder conforme a processor rules.
5. Limitar refunds duplicados.
6. Rechazar abuso de chargeback.
7. Aplicar políticas de fraude o account limitation.
8. Tomar medidas permitidas por ley.
El Buyer no debe recibir doble recuperación por el mismo problema mediante refund y chargeback simultáneo.
Si el Buyer abre un chargeback antes de permitir que MyDeal revise el claim, MyDeal podrá manejar el caso conforme a reglas del processor y suspender ciertos remedies internos mientras se resuelve la disputa.
34. Fraude, Abuso y Claims Falsos
MyDeal podrá negar claims, limitar cuentas, cancelar órdenes o suspender acceso cuando detecte:
1. Claims falsos.
2. Chargebacks abusivos.
3. Fotografías manipuladas.
4. Videos editados engañosamente.
5. Dirección falsa.
6. Return fraud.
7. Empty box claims fraudulentos.
8. Uso indebido de promociones.
9. Intento de obtener refund sin devolver producto cuando se requiere devolución.
10. Colusión con Seller.
11. Actividad sospechosa.
12. Sanctions / AML risk.
13. Reventa de productos reclamados como dañados o no recibidos.
14. Presentación repetida de claims infundados.
15. Cualquier conducta contraria a la ley, políticas o buena fe.
MyDeal podrá conservar evidencia, reportar actividad a processors, carriers, autoridades o terceros cuando sea permitido o requerido.
35. Comunicación con Soporte
El Buyer deberá comunicarse con MyDeal mediante canales oficiales.
MyDeal puede solicitar que toda información del claim se mantenga dentro de los canales autorizados para conservar registros, evidencia y trazabilidad.
El Buyer no deberá:
1. Amenazar o acosar al Seller.
2. Exigir pago fuera de MyDeal.
3. Solicitar refund directo al Seller fuera de la Plataforma.
4. Proponer evasión de políticas.
5. Manipular evidencia.
6. Ocultar información relevante.
7. Iniciar múltiples claims por el mismo problema en distintos canales de forma abusiva.
36. Decisión de MyDeal
MyDeal revisará claims de buena fe con base en evidencia disponible y políticas aplicables.
MyDeal podrá decidir:
1. Aprobar claim.
2. Rechazar claim.
3. Aprobar refund total.
4. Aprobar refund parcial.
5. Requerir return.
6. No requerir return.
7. Solicitar más evidencia.
8. Esperar carrier investigation.
9. Esperar hub investigation.
10. Esperar processor decision.
11. Aplicar store credit si procede.
12. Escalar a revisión interna.
13. Cerrar el claim.
La decisión puede considerar:
1. Evidencia del Buyer.
2. Evidencia del Seller.
3. Listing.
4. Fotos.
5. Live representations.
6. Tracking.
7. Carrier records.
8. Hub records.
9. Processor records.
10. Historial de Buyer y Seller.
11. Riesgo de fraude.
12. Categoría del producto.
13. Ley aplicable.
14. Políticas de MyDeal.
37. Appeals / Solicitud de Revisión
Si el Buyer considera que una decisión fue aplicada por error, podrá solicitar revisión mediante el canal indicado por MyDeal.
MyDeal podrá requerir:
1. Número de claim.
2. Número de orden.
3. Explicación de la razón de apelación.
4. Evidencia nueva o adicional.
5. Documentos de soporte.
MyDeal no está obligado a modificar su decisión si no existe evidencia nueva o si el riesgo, política o resultado original se mantiene.
38. No Garantía de Resultado
La presentación de un claim no garantiza:
1. Refund.
2. Return.
3. Replacement.
4. Store credit.
5. Chargeback win.
6. Carrier claim approval.
7. Freight refund.
8. Duties refund.
9. Customs release.
10. Recuperación total de cargos.
Cada claim se revisa conforme a evidencia, política, ley, processor rules, carrier rules y circunstancias específicas.
39. Privacidad y Uso de Evidencia
MyDeal puede procesar información del Buyer, Seller y terceros para revisar claims, refunds, returns, chargebacks, fraud prevention, shipping, hub issues, legal compliance y Buyer Protection.
La información puede compartirse con:
1. Seller.
2. Carrier.
3. MyDeal Xpress.
4. Hub.
5. Payment processor.
6. Fraud prevention provider.
7. Authentication provider.
8. Brand owner.
9. Customs broker.
10. Legal, tax or compliance advisors.
11. Authorities, when required or permitted.
El uso de información personal se regula por la MyDeal Privacy Policy.
40. No Legal, Tax, Customs or Import Advice
Nada en esta Política constituye asesoría legal, fiscal, aduanal, regulatoria, financiera, de importación/exportación o profesional.
El Buyer es responsable de entender sus obligaciones respecto de:
1. Importación.
2. Duties.
3. Taxes.
4. Customs.
5. Uso del producto.
6. Reventa.
7. Restricciones de país.
8. Licencias.
9. Permisos.
10. Cumplimiento legal aplicable.
41. Cambios a esta Política
MyDeal podrá modificar esta Política para reflejar:
1. Cambios operativos.
2. Nuevas categorías.
3. Cambios en claims.
4. Cambios en returns.
5. Cambios en refunds.
6. Cambios en shipping.
7. Cambios en hubs.
8. Cambios en MyDeal Xpress.
9. Cambios de carrier.
10. Cambios legales.
11. Cambios fiscales.
12. Cambios de processor.
13. Cambios de fraud prevention.
14. Cambios en Buyer Protection.
El uso continuo de MyDeal después de publicada una actualización puede constituir aceptación de la versión actualizada, en la medida permitida por la ley aplicable.
42. Notices and Electronic Communications
MyDeal podrá enviar avisos relacionados con:
1. Claims.
2. Refunds.
3. Returns.
4. Shipping.
5. Hubs.
6. Storage.
7. Abandonment.
8. Chargebacks.
9. Processor disputes.
10. Evidence requests.
11. Carrier investigations.
12. Policy updates.
13. Legal notices.
14. Account status.
Los avisos podrán enviarse mediante email, dashboard, account messages, platform alerts, SMS cuando esté permitido, soporte o cualquier otro método electrónico razonable.
El Buyer es responsable de revisar sus canales registrados.
43. Limitación de Responsabilidad
En la máxima medida permitida por la ley aplicable, MyDeal no será responsable por:
1. Pérdidas indirectas.
2. Lucro cesante.
3. Pérdida de oportunidad de reventa.
4. Pérdida de margen esperado.
5. Daños consecuenciales.
6. Retrasos de carrier.
7. Customs delays no atribuibles a MyDeal.
8. Errores del Buyer.
9. Uso indebido de la Plataforma.
10. Productos publicados por Sellers, salvo responsabilidades que la ley no permita excluir.
11. Fallas de terceros.
12. Eventos fuera del control razonable de MyDeal.
La responsabilidad de MyDeal, si existe, podrá limitarse al monto pagado por el Buyer por la orden afectada, salvo que la ley aplicable exija otra cosa.
44. Ley Aplicable y Jurisdicción
Salvo que la ley aplicable exija otra cosa, esta Política se regirá por las leyes del Estado de Wyoming, Estados Unidos, sin dar efecto a principios de conflicto de leyes.
Cualquier disputa deberá manejarse conforme a los procedimientos de revisión interna de MyDeal antes de iniciar acciones legales, salvo que se requiera medida urgente, injunctive relief, fraud prevention, chargeback response, processor compliance o cumplimiento legal inmediato.
45. Language Priority
Si esta Política se proporciona en más de un idioma, la versión en inglés prevalecerá en caso de conflicto, salvo que la ley aplicable exija otra cosa.
46. Incorporación y Aceptación Electrónica
Esta Política se incorpora a BT1 — Buyer Purchase Terms for Seller Orders y a la experiencia de compra del Buyer dentro de MyDeal.
El Buyer acepta esta Política al:
1. Crear cuenta.
2. Usar la Plataforma.
3. Navegar una Live Store.
4. Agregar productos al carrito.
5. Hacer checkout.
6. Pagar una orden.
7. Aceptar un checkbox.
8. Presentar un Claim.
9. Solicitar refund.
10. Solicitar return.
11. Solicitar international final shipping.
12. Comprar Pallet / Bulk Lot.
13. Solicitar freight.
14. Contactar soporte.
15. Continuar usando MyDeal después de cambios.
Anexo A — Resumen de Buyer Protection
| Situación | Buyer Protection puede aplicar |
|---|---|
| Producto incorrecto | Sí |
| Producto faltante | Sí |
| Producto dañado de forma cubierta | Sí |
| Producto materialmente distinto | Sí |
| Producto falso | Sí |
| Producto no recibido | Sí |
| Delivered but Not Received | Sujeto a investigación |
| Fragrance abierto, usado o falso | Sí |
| Beauty abierto, usado, vencido o falso | Sí |
| Luxury / Designer falso o réplica | Sí |
| Pallet / Bulk Lot materialmente distinto | Sí |
| Buyer remorse | No, salvo otra base válida |
| Reventa no rentable | No |
| No leer descripción | No, salvo otra base válida |
| No pagar freight separado | No, salvo falsa representación |
| Duties / customs charges aplicables | No, salvo error cubierto |
Anexo B — Plazos Iniciales de Claims
| Tipo de claim | Plazo inicial |
|---|---|
| Daño visible, paquete abierto o producto roto | 48 horas desde entrega |
| Producto incorrecto | 3 días calendario desde entrega |
| Faltantes evidentes | 3 días calendario desde entrega |
| Producto materialmente distinto | 7 días calendario desde entrega |
| Fragrance / Perfume empaque o sello | 48 horas desde entrega, sin abrir producto |
| Beauty / Cosmetics empaque o sello | 48 horas desde entrega, sin abrir producto |
| Luxury / Designer autenticidad | 14 días calendario desde entrega |
| Pallet / Bulk Lot discrepancia material | 3 días calendario desde recepción o inspección razonable |
| Delivered but Not Received | 3 días calendario desde delivered |
| No entrega / tracking sin movimiento | Según revisión de carrier y política MyDeal |
| Chargeback / processor dispute | Según reglas del processor |
Anexo C — Evidencia Común por Tipo de Claim
| Tipo de claim | Evidencia común |
|---|---|
| Producto incorrecto | Fotos del producto, empaque, label, order number |
| Producto dañado | Fotos del daño, empaque exterior/interior, label |
| Producto faltante | Fotos del paquete, packing slip, descripción del faltante |
| Delivered but Not Received | Dirección, carrier proof, fotos de área, statement |
| Fragrance / Beauty | Fotos de sello, empaque, caja, producto |
| Luxury / Designer | Fotos detalladas, serial, accesorios, evidencia externa |
| Pallet / Bulk Lot | Fotos del lote, manifest, evidencia de discrepancia |
| International issue | Tracking, customs docs, hub communications |
| Chargeback | Evidencia de orden, entrega, comunicaciones, claim history |
Anexo D — Remedios Posibles
| Remedio | Cuándo puede aplicar |
|---|---|
| Refund total | Claim válido grave o producto no entregado |
| Refund parcial | Problema parcial o daño limitado |
| Return autorizada | Cuando MyDeal requiere devolución |
| Refund sin return | Cuando devolución no es viable o necesaria |
| Replacement | Si está disponible y MyDeal lo aprueba |
| Store credit | Cuando aplique y el Buyer lo acepte |
| Carrier claim | Cuando depende del carrier |
| No remedy | Claim no válido, sin evidencia o fuera de cobertura |
Anexo E — Claims No Cubiertos Comunes
| Situación | Generalmente no cubierto |
|---|---|
| Cambio de opinión | No |
| Mejor precio en otra tienda | No |
| No leer descripción | No |
| No revisar fotos | No |
| Expectativa de reventa | No |
| Freight más alto pero informado como separado | No |
| Duties / taxes aplicables | No |
| Customs delay ordinario | No |
| Producto usado por el Buyer | No |
| Producto dañado por el Buyer | No |
| Claim sin evidencia | No |
| Claim fuera de plazo | No, salvo excepción aceptada |
| Claim fraudulento | No |
Anexo F — Contacto y Soporte
El Buyer deberá usar los canales oficiales de MyDeal para:
1. Presentar claims.
2. Solicitar refunds.
3. Solicitar returns.
4. Reportar producto incorrecto.
5. Reportar producto dañado.
6. Reportar producto falso.
7. Reportar Delivered but Not Received.
8. Solicitar revisión de international shipping.
9. Solicitar revisión de hub issue.
10. Reportar safety issue.
11. Reportar producto prohibido.
12. Solicitar revisión de Pallet / Bulk Lot.
13. Solicitar revisión de Large Item / Oversize Item / Special Cargo.
MyDeal podrá requerir información adicional para procesar cualquier solicitud.
