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Important: The full document below governs your use of our services. Section headings are provided for navigation only.
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, 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.
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.
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.
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.
| 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. |
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
If this Policy is provided in more than one language, the English version will control in case of conflict, unless applicable law requires otherwise.
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.
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
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.
Important: The full document below governs your use of our services. Section headings are provided for navigation only.
Language Notice. This is the final English version for publication and is the controlling version. Any Spanish or other translated version is provided for convenience. In the event of a conflict, inconsistency, or difference in interpretation, this English version controls unless applicable law requires otherwise.
PBT2 establishes Buyer-facing rules for Buyer Protection, claims, remedies, returns, refunds, MyDeal Credit, evidence, shipping incidents, chargebacks, and dispute resolution involving Personal Shopper Orders, Live Stores, Private Shopping, Assisted Purchase, products published in My Live Store, and assisted in-store purchases. PBT2 does not promise automatic remedies and does not replace PBT1.
PBT2 is part of MyDealShopper's Buyer-facing contractual framework and must be read together with GT1 — MyDealShopper Terms of Use, PP1 — Privacy Policy, MT1 — Membership Terms when applicable, PBT1 — Buyer Terms for Personal Shopper Orders, and the specific terms, disclosures, and conditions shown in checkout, the order page, claim flow, shipping flow, or Help Center for the particular transaction. BT1 and BT2 apply only to Seller Orders; PBT1 and PBT2 apply to Personal Shopper Orders.
PS1–PS5, PS-OCS, and the PS-OCS Active Schedule are internal or contractual documents used by MyDealShopper to manage Personal Shoppers, investigate incidents, determine responsibility, and apply operational or economic rules. They are not incorporated into the Buyer's agreement, do not impose obligations on the Buyer, and do not require Buyer acceptance. MyDealShopper may use them internally when reviewing a claim without reducing Buyer-facing rights under PBT1, PBT2, checkout, claim flow, or applicable law.
Specific information shown in checkout, the order page, claim flow, shipping flow, a confirmation screen, or another official MyDealShopper tool for a particular order, claim, return, shipping incident, or purchase—including claim windows, required evidence, charges, shipping, duties, authorizations, disclosures, restrictions, eligibility, or specific conditions—supplements PBT2 and controls that transaction with respect to nonmaterial operational differences.
PBT2 applies when a Buyer submits, or MyDealShopper reviews, a claim involving a Personal Shopper Order, Live Store, Private Shopping, Assisted Purchase, a product shown or published by a Personal Shopper, an assisted in-store purchase, U.S. shipping, international shipping, a hub, carrier, handoff, drop-off, or Pickup Approved when enabled. PBT2 does not govern internal Personal Shopper payments or the complete internal allocation of Personal Shopper responsibility.
Buyer Protection: a Buyer-facing review framework that allows MyDealShopper to analyze claims and determine possible remedies, without any automatic remedy.
Claim: a report, request, or dispute submitted by a Buyer or initiated by MyDealShopper concerning an order, product, shipping, payment, substitution, return, damage, missing item, or incident.
Remedy: an outcome or measure MyDealShopper may determine after reviewing a claim, including an explanation, correction, MyDeal Credit, refund, partial refund, return, replacement, shipping support, denial, or escalation.
Refund: return of all of an amount paid when MyDealShopper determines it is appropriate under checkout, evidence, processor, store, carrier, hub, PBT2, and applicable law.
Partial Refund: return of part of an amount paid when only part of an order is affected or a partial remedy applies.
MyDeal Credit: credit within MyDealShopper that may be offered as a full or partial remedy, price-difference credit, pre-purchase cancellation credit, unavailable-product credit, incomplete-substitution credit, support adjustment, or another MyDealShopper-approved resolution. It is not automatic and is not convertible to cash unless MyDealShopper permits.
Store Credit: credit issued by a store, retailer, or third party. MyDealShopper determines its Buyer-facing treatment under the claim, checkout, and support flow.
Gift Card: a card or balance issued by a store or third party. It is not automatically delivered to the Buyer unless MyDealShopper confirms otherwise.
Replacement: a replacement product when MyDealShopper determines one is appropriate and availability, authorization, shipping, store, product, category, and an operationally viable flow exist.
Return: a return to a store, hub, carrier, MyDealShopper, or authorized location when authorized and operationally viable under PBT2 and applicable rules.
Product Issue: an issue involving availability, price, condition, size, color, model, quantity, damage, defect, missing item, substitution, or product category.
Incorrect Product: a product received or processed that differs from the product purchased or authorized, subject to evidence review.
Missing Item: a product or part of an order that was not received, was separated, was not purchased, was omitted, retained, lost, or affected by shipping, a hub, or a carrier.
Damaged Product: a product with visible or reported damage before purchase, after purchase, while in custody, during carrier, hub, or shipping handling, or after delivery.
Defective Product: a product with a technical, functional, or manufacturing failure, including a latent defect not visually detectable.
Unavailable Product: a product that is sold out, not found, ineligible, restricted, or not purchasable at the time of the in-store purchase.
Substitution: an authorized or proposed replacement of a product, variant, size, color, model, condition, presentation, or bundle.
Unauthorized Substitution: a substitution that required Buyer or MyDealShopper authorization but was made without that authorization.
Price Difference: a difference between the estimated, authorized, shown, published, checkout, and actual store price, including differences within or outside Price Tolerance.
Shipping Incident: loss, damage, delay, incorrect scan, label issue, disputed delivery, hold, customs issue, or another logistics problem.
Handoff: recorded delivery of products to a carrier, hub, authorized location, Buyer, or authorized person under the applicable flow.
Hub: a receiving, consolidation, processing, or shipping center or point used by MyDealShopper.
Carrier: a transportation or parcel provider used for domestic or international shipping.
Pickup Approved: an expressly enabled approved pickup or direct-delivery method when available for the order.
Evidence: information, documents, photographs, videos, receipts, tracking, labels, packing slips, messages, timestamps, checkout records, support records, and other records used to evaluate a claim.
Proof of Purchase: a receipt, ticket, invoice, payment record, checkout record, or other purchase evidence.
Proof of Handoff: evidence of delivery to a carrier, hub, authorized location, Buyer, or authorized person.
Chargeback: a dispute or reversal initiated through a bank, card issuer, or payment processor.
Seller Order claims involve a Seller selling its own inventory and are governed by BT1, BT2, and Seller Terms. Personal Shopper Order claims involve assisted in-store purchases, actual availability, authorization, substitutions, handoff, hubs, carriers, and MyDealShopper's operating flow. PBT2 is not a Seller Order policy.
PBT1 governs purchase terms, checkout, authorization, availability, price, substitutions, and Personal Shopper Order conditions. PBT2 governs what happens when the Buyer submits a claim or requests a remedy. PBT2 supplements PBT1 but does not replace it.
Buyer Protection allows claims to be reviewed and possible remedies to be determined. It does not mean every claim will be approved or that a refund, return, MyDeal Credit, replacement, store credit, shipping outcome, or compensation is automatic. Each claim is evaluated under the evidence, checkout, PBT1, PBT2, order page, support records, store, carrier, hub, processor, applicable law, and then-current documentation.
A Buyer may submit a claim when there is an issue involving a Personal Shopper Order, Live Store, Private Shopping, Assisted Purchase, purchased or authorized product, shipping, hub, carrier, handoff, Pickup Approved, charge, substitution, damage, missing item, defect, return, or remedy. Reports involving products only displayed but not purchased may be handled as support matters; full Buyer Protection primarily applies to orders, purchases, appointments, or authorizations processed within MyDealShopper.
Claims must be submitted through channels authorized by MyDealShopper, including the order page, Help Center, support, chat, email, Buyer portal, or enabled claim flow. MyDealShopper Support or internal systems may also initiate a review based on an order, tracking, payment, or evidence alert. Authorized channels may include any other official tool, module, screen, channel, or flow MyDealShopper enables for claims, support, evidence, shipping, order pages, Buyer Protection, or related communications.
Only official MyDealShopper channels are valid for claims, evidence, authorizations, and support communications. Messages, agreements, or promises outside those channels may not be considered valid for claim resolution. Official channels include current tools and any later official tool, module, screen, channel, or flow enabled for claims, returns, evidence, support, shipping incidents, or Buyer Protection.
The Buyer must provide the order number or reference, description of the issue, affected product, date, photographs or video when applicable, packaging, tracking, relevant communications, product condition, and any other information MyDealShopper requests.
Buyer evidence may include clear photographs, video, original packaging, labels, serial numbers, receipts when available, tracking, proof of delivery, messages, descriptions of damage or missing items, and other requested support. The Buyer should not alter, discard, or manipulate the product or packaging while seeking claim review.
MyDealShopper may use checkout records, order pages, booking pages, payment and MyDeal Credit records, support logs, tracking, carrier scans, hub records, labels, packing slips, shipping flows, timestamps, system logs, and other available operating records, including records from any other official tool, module, screen, channel, or flow relevant to the claim.
MyDealShopper may review evidence provided by the Personal Shopper, including photographs, videos, proof of purchase, receipts, Product Inventory, My Live Store, timestamps, proof of handoff, packing slips, labels, tracking, carrier records, communications, and authorization evidence.
MyDealShopper may investigate by reviewing evidence from the Buyer, MyDealShopper, Personal Shopper, store, carrier, hub, processor, or other third parties. The investigation may determine whether the issue occurred before purchase, after purchase, while in the Personal Shopper's custody, after handoff, during shipping, at a hub, because of the store, Buyer, MyDealShopper, carrier, force majeure, or mixed causes.
MyDealShopper may approve or deny the claim, request more evidence, provide an explanation, correct records, authorize a return, offer MyDeal Credit, issue a partial or full refund, provide a replacement when applicable, offer shipping support, administer store credit, escalate to a carrier, hub, or processor, close the claim for lack of cooperation or evidence, or suspend an account for abuse or fraud.
Possible remedies include no action, explanation, correction, substitution, return, refund, partial refund, MyDeal Credit, store-credit handling, replacement when applicable, shipping support, claim denial, or escalation. MyDeal Credit may be a preferred remedy when MyDealShopper determines it is appropriate, but it is not automatic or guaranteed.
If a product is unavailable before purchase, MyDealShopper may provide no action, cancellation, substitution, MyDeal Credit, refund, partial refund, explanation, or support depending on the circumstances. Unavailability before purchase alone does not create an automatic right to additional compensation.
If a product sells out, MyDealShopper may cancel the affected portion, seek an authorized substitution, offer MyDeal Credit, issue a refund or partial refund, or provide support under checkout, PBT1, PBT2, and the then-current flow.
If the Personal Shopper cannot find the product at the store, outlet, mall, or authorized location, MyDealShopper may review evidence, availability, authorization, communications, and alternatives. The remedy depends on whether the product was purchased, authorized, substituted, cancelled, or unavailable.
If a product is ineligible because of category, shipping, store, destination country, legal restriction, carrier, import, safety, internal policy, or operating flow, MyDealShopper may cancel, deny, substitute, adjust, or otherwise resolve the matter under PBT2 and then-current support procedures.
Price changes are reviewed under checkout, authorization, Price Tolerance, store evidence, taxes, shipping, and applicable charges. A price change does not automatically create a remedy unless it exceeds authorization, involves an error, or violates the applicable flow.
If the final price is lower than the estimate or authorized amount, MyDealShopper may reflect the difference through MyDeal Credit, an internal adjustment, a partial refund, or another mechanism shown in checkout or determined by MyDealShopper. This does not require one specific method or immediate processing outside the then-current flow.
An increase within the Price Tolerance accepted in checkout or a disclosure does not necessarily create a valid claim by itself. If the increase exceeds Price Tolerance without additional authorization, the Buyer may submit a claim and MyDealShopper will review the appropriate remedy.
Differences in sales tax, taxes, duties, or regulatory charges do not automatically create a refund or favorable claim when they arise from jurisdiction, store, destination, customs, calculation, or processor rules, unless caused by a MyDealShopper error.
Shipping, duties, insurance, customs, platform fees, processor charges, and other additional amounts are handled under checkout, the shipping flow, order page, carrier, hub, destination country, and then-current documentation. Those amounts are not guaranteed to be refundable.
Substitutions may address sold-out or unavailable products and changes in size, color, model, condition, presentation, or bundle. A substitution must be authorized by the Buyer, configured preferences, or the applicable flow whenever authorization is required.
A substitution authorized by the Buyer, configured preferences, or the applicable flow is not incorrect merely because the Buyer later changes their mind, unless there is a defect, different condition, error, or incorrect disclosure.
If a substitution requiring authorization was purchased without authorization, the Buyer may submit a claim. MyDealShopper will evaluate whether correction, return, MyDeal Credit, partial refund, refund, replacement when applicable, or denial is appropriate based on the evidence.
If the Buyer does not respond to a request concerning authorization, substitution, price, condition, Final Sale, Open Box, or another material change, MyDealShopper may omit the product, cancel the affected portion, follow configured preferences, or otherwise resolve the matter under the applicable flow. Nonresponse does not guarantee an additional automatic remedy.
If the Buyer receives a product different from the product purchased or authorized, the Buyer may submit a claim. MyDealShopper may review checkout, receipt, photographs, Product Inventory, My Live Store, packing slip, label, handoff, tracking, communications, and other evidence.
If a product or part of an order is missing, MyDealShopper may determine whether it was not purchased, sold out, cancelled, substituted, omitted, separated into another package, held at a hub, damaged, lost, or affected by a carrier or shipping. The remedy depends on the cause.
Damage claims are evaluated by distinguishing whether damage existed before purchase, occurred after purchase, while in the Personal Shopper's custody, during carrier, hub, or shipping handling, because of store or manufacturer packaging, because of a latent defect, or because of Buyer handling.
Manufacturing defects or failures not visually detectable do not guarantee an automatic MyDealShopper remedy. They are reviewed under the evidence, store policy, manufacturer warranty when applicable, PBT2, checkout, and support procedures.
If damage existed and was detected before purchase, MyDealShopper may review whether it was documented, authorized, omitted, substituted, or improperly purchased. The remedy depends on the evidence and applicable flow.
If damage occurs after purchase but before handoff, MyDealShopper may review custody, packaging, handling, evidence, the store, Personal Shopper, and other possible causes before determining a remedy.
If damage occurs after a proper handoff, MyDealShopper may review the carrier, hub, tracking, proof of handoff, label, packaging, photographs, and records. The remedy may depend on the carrier, hub, shipping insurance, or applicable logistics rules.
When a carrier causes loss, damage, delay, an incorrect scan, label issue, disputed delivery, or another problem, MyDealShopper may review tracking, proof of handoff, carrier records, label, address, order page, and evidence to determine a remedy or escalation.
When an issue occurs during hub receipt, consolidation, separation, review, or processing, MyDealShopper may review internal records, receipt evidence, labels, packing slips, photographs, tracking, and communications to determine the appropriate remedy.
In international shipping, customs, duties, restrictions, holds, inspections, documentation, charges, timing, rejected importation, or government decisions may limit Buyer Protection and do not guarantee an automatic refund.
International shipments may be subject to customs, duties, taxes, brokerage, import restrictions, country prohibitions, inspections, delays, seizure, or government decisions. MyDealShopper does not guarantee that those events will not occur.
Many products or services in Personal Shopper Orders may be Final Sale or subject to strict return restrictions, especially after purchase, shipping, or use. If Final Sale, nonreturnable, hygiene-restricted, or similar status was visible, disclosed, or applicable by store or category, Buyer Protection may be limited except for an eligible claim.
Open Box protection is limited to the authorized or documented condition. A Buyer who authorized Open Box may not claim solely because the product was not new and factory sealed, except for a defect, different condition, or incorrect disclosure.
Clearance products may have limited availability, rapidly changing stock, return restrictions, Final Sale status, cosmetic damage, special packaging, or store limitations. Buyer Protection may be limited when those conditions were visible, disclosed, or applicable.
Because of hygiene, safety, seals, import, shipping, or store policy, beauty, fragrance, cosmetics, and skincare products may have limited returns or remedies, especially when opened, used, handled, damaged, or nonreturnable.
Luxury and designer claims are reviewed using the receipt, store, packaging, available evidence, and purchase source. MyDealShopper does not independently guarantee absolute authenticity unless a specific program, verification, or disclosure applies.
Hidden technical failures are reviewed under the evidence, store rules, manufacturer warranty when applicable, product condition, and return policy. MyDealShopper does not guarantee permanent technical performance or manufacturer coverage.
If used or secondhand products were authorized under a special category or program, the remedy depends on the documented condition. If they were not authorized, the matter may be reviewed as an incident.
Buyer Protection may not apply to prohibited or restricted products, including medications, alcohol, tobacco, CBD, weapons, ammunition, animals, perishable foods, hazardous materials, or products prohibited by law, carrier, store, MyDealShopper, origin country, or destination country.
Store returns depend on the store, receipt, payment method, date, condition, category, Final Sale, Open Box, clearance, hygiene, shipping, import, and retailer rules. MyDealShopper does not guarantee that a store will accept a return.
If the store accepts the return, MyDealShopper may provide a refund, partial refund, MyDeal Credit, store credit administered by MyDealShopper, replacement, internal adjustment, or no action if the Buyer has already received a remedy.
If the store rejects the return, MyDealShopper does not guarantee an automatic refund or MyDeal Credit. MyDealShopper will evaluate whether an error is attributable to MyDealShopper, the Personal Shopper, carrier, hub, store, or Buyer.
If the store issues store credit, MyDealShopper determines whether it is used to resolve the claim, converted to MyDeal Credit, applied to a replacement, retained for a related transaction, or otherwise handled through support. The Buyer must not assume automatic delivery of the store credit.
If the store issues a gift card, MyDealShopper determines its treatment. It may be administered by MyDealShopper or applied to a remedy, replacement, credit, or related flow, but is not automatically delivered to the Buyer unless confirmed.
If the store refunds MyDealShopper's payment method, MyDealShopper administers that refund and determines the applicable Buyer-facing remedy. This does not necessarily create an identical or immediate automatic refund to the Buyer.
Rewards, cashback, points, coupons, price adjustments, and other benefits arising from a Personal Shopper Order do not automatically belong to the Buyer unless MyDealShopper states otherwise. MyDealShopper determines their treatment under checkout, PBT2, support, or operating rules.
MyDeal Credit may be used as a full or partial remedy, price-difference credit, pre-purchase cancellation credit, unavailable-product credit, incomplete-substitution credit, support adjustment, or another approved resolution. It may be a preferred remedy for certain outcomes but is not automatic, guaranteed, or convertible to cash unless MyDealShopper permits.
Refunds may be full or partial and may depend on checkout, payment method, processor, order status, store, carrier, hub, evidence, claim, return, customs, duties, shipping, prior MyDeal Credit, and any remedy already applied.
Partial refunds may apply when only part of an order is affected, when there is a price difference, missing product, partial return, partial shipping issue, combined remedy, or a specific MyDealShopper-approved resolution.
Replacements are available only when MyDealShopper determines one is appropriate and availability, authorization, shipping, store, product, category, and an operationally viable flow exist. They are not automatic.
The Buyer may have rights through a bank or processor, but a chargeback does not guarantee a favorable outcome within MyDealShopper. MyDealShopper may suspend the internal claim, share evidence with the processor, and prevent duplicate recovery.
The Buyer must provide evidence, respond to requests, preserve the product and packaging, avoid discarding or altering evidence, permit a return or review when applicable, and use authorized channels. Failure to cooperate may limit, delay, or defeat a remedy.
The Buyer must not attempt to resolve claims directly with the Personal Shopper outside MyDealShopper. Agreements, promises, authorizations, or compensation outside official channels may not be recognized.
The Buyer must not send deposits, transfers, external tips, gifts, cash, Zelle, PayPal, Cash App, or other payments outside MyDealShopper. External payments are not protected and may limit Buyer Protection.
The Buyer must use Buyer Protection in good faith. Repeated, false, abusive, strategic, contradictory, or unsupported claims may limit protection, trigger account review, or result in platform action.
Fraudulent claims, manipulated evidence, improper chargebacks, attempts at double recovery, false statements, product alteration, or support abuse may result in denial, reversal of remedies, account suspension, investigation, or other permitted action.
If evidence is insufficient, inconsistent, illegible, incomplete, or unverifiable, MyDealShopper may request more evidence or decide based on the available record. Lack of evidence may limit or defeat a remedy.
Buyer Protection is limited by checkout, PBT1, PBT2, evidence, store, carrier, hub, processor, customs, duties, category, product condition, availability, authorization, force majeure, applicable law, and then-current documentation.
Buyer Protection may not apply or may be limited when a product was not purchased because it was unavailable; the Buyer did not respond; the Buyer changed their mind; Final Sale or no-return status applied; the issue arose from shipping, customs, or duties outside reasonable control; legal, carrier, store, or country restrictions applied; evidence was insufficient; the product or packaging was discarded or altered; payment occurred outside MyDealShopper; the claim was fraudulent or abusive; the Buyer used, opened, or altered the product; double recovery was attempted; normal tax or duty differences applied; or a hidden defect is subject to the manufacturer or store.
When a remedy depends on a store, retailer, carrier, hub, customs, processor, authority, manufacturer warranty, or other third party, MyDealShopper may assist or escalate but does not guarantee a favorable result, timing, acceptance, reimbursement, or coverage.
Applicable windows will be shown in checkout, the order page, Help Center, PBT2, support, or the then-current flow. If no specific window is published, the Buyer must report the issue as soon as reasonably possible.
Free, Plus, Business, or other memberships may affect priority, benefits, support channels, or claim conditions only when MT1, checkout, the Dashboard, Help Center, or other then-current documentation says so. PBT2 does not promise specific membership benefits.
When Pickup Approved is enabled and the Buyer receives directly, claims may be reviewed using proof of pickup, identity or authorization, photographs, timestamp, delivery confirmation, product, packaging, communications, and available evidence.
Personal data, evidence, communications, photographs, videos, addresses, payments, tracking, and support data processed during claims are governed by MyDealShopper's Privacy Policy and applicable rules. MyDealShopper may share information with carriers, processors, hubs, stores, authorities, or providers when necessary to resolve a claim.
MyDealShopper may retain claim-related communications and records, including chats, emails, order pages, checkout, support tickets, calls, live records, videos, photographs, timestamps, processor records, tracking, proof of purchase, and proof of handoff. MyDealShopper may also retain electronic evidence of acceptance, submission, or interaction involving PBT2, including User ID, Order ID, Claim ID, email, timestamp, IP address, device information, user agent, document version, displayed language, exact checkbox text, button pressed, uploaded evidence, claim flow used, order page, support ticket, and related technical records.
PBT2 does not guarantee a refund, return, MyDeal Credit, replacement, store credit, shipping outcome, customs clearance, authenticity, availability, final price, claim approval, or favorable resolution. Every remedy depends on review and applicable conditions.
MyDealShopper may update PBT2 to reflect legal, operational, commercial, technical, risk, Buyer Protection, shipping, claim, remedy, MyDeal Credit, PBT1, PS5, PS-OCS, checkout, Help Center, or documentation changes. References to screen, module, button, tool, feature, or platform-element names are descriptive only. MyDealShopper may change its interface, terminology, design, flow, location, or functionality without amending PBT2, provided the rights and obligations established here are not materially changed.
This English version is the final controlling version for publication. If a Spanish or other translated version conflicts, is inconsistent, or differs in interpretation, this English version controls unless applicable law requires otherwise.
For claims, Buyer Protection, remedies, returns, shipping incidents, MyDeal Credit, or questions about PBT2, the Buyer must use the official channels enabled by MyDealShopper in the order page, Help Center, support, chat, email, or then-current flow. MyDealShopper may enable, modify, or replace contact channels through another official tool, module, screen, channel, or flow available to Buyers.
| Step | Description |
|---|---|
| 1 | Report — Buyer submits a claim through the order page, Help Center, support, or another authorized channel. |
| 2 | Evidence — Buyer provides information, photographs, video, packaging, tracking, or other requested data. |
| 3 | Review — MyDealShopper reviews checkout, PBT1, PBT2, evidence, Personal Shopper, hub, carrier, store, and records. |
| 4 | Determination — MyDealShopper identifies the probable cause: store, Buyer, Personal Shopper, MyDealShopper, carrier, hub, shipping, customs, force majeure, or mixed cause. |
| 5 | Remedy — MyDealShopper may deny, request more evidence, explain, correct, authorize a return, offer MyDeal Credit, issue a partial or full refund, provide a replacement, shipping support, or escalation. |
| 6 | Closure — Claim closes when a decision is implemented, cooperation or evidence is missing, a third party resolves it, or review is completed. |
| Remedy | When It May Be Considered |
|---|---|
| No action | No error, sufficient evidence, eligible claim, or applicable remedy exists. |
| Explanation | The result arises from availability, Final Sale, taxes, customs, carrier, store, or a previously disclosed condition. |
| Correction | A record, communication, checkout, tracking, or support error can be corrected without a monetary remedy. |
| Return | The store, MyDealShopper, hub, or operating flow permits it. |
| Refund / Partial Refund | MyDealShopper determines it is appropriate in whole or in part based on evidence and conditions. |
| MyDeal Credit | MyDealShopper determines it is an appropriate full or partial remedy; it may be preferred but is not automatic. |
| Store-credit handling | A store issues store credit and MyDealShopper determines how to apply it. |
| Replacement | Availability, authorization, shipping, and an operationally viable flow exist. |
| Shipping support | Carrier, hub, tracking, customs, or shipping requires support or escalation. |
| Claim denial | The claim is ineligible, lacks evidence, involves abuse, off-platform payment, or an excluding condition. |
| Topic | Seller Order Claim | Personal Shopper Order Claim |
|---|---|---|
| Who sells/manages | Seller sells its own inventory under Seller Terms. | Personal Shopper assists an in-store purchase and does not sell its own inventory merely by providing assistance. |
| Availability | May depend on Seller inventory. | Depends on actual in-store availability, checkout, and authorization. |
| Live | May involve Live Deals or Seller content. | Involves a Live Store operated by a Personal Shopper. |
| Remedies | Governed by BT1, BT2, and Seller Terms. | Governed by PBT1, PBT2, and the Personal Shopper Order flow. |
| Evidence | May include Seller records. | Includes checkout, receipts, photographs, Product Inventory, My Live Store, handoff, hub, carrier, and in-store purchase evidence. |
“I understand this is a Personal Shopper Order subject to actual in-store availability, final price, authorization, substitutions, store restrictions, shipping, hub, carrier, customs, and applicable policies. Buyer Protection allows claims to be reviewed but does not guarantee refunds, returns, MyDeal Credit, replacements, shipping outcomes, or an automatically favorable resolution. MyDealShopper may request evidence and determine the applicable remedy under PBT1, PBT2, checkout, the order page, and then-current documentation.”
“By submitting a claim, I agree that MyDealShopper may review the order, evidence, communications, checkout, tracking, hub, carrier, store, Personal Shopper, and applicable records. I represent that the information I provide is true and complete, agree to cooperate with the review, and understand that Buyer Protection does not guarantee an automatic remedy. I also agree to PBT1, PBT2, GT1, the Privacy Policy, and other applicable terms.”
Selecciona el servicio que deseas consultar.
Importante: El documento completo que aparece más abajo rige el uso de nuestros servicios. Los títulos de sección son solo para navegación.
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, 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.
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.
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.
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.
| 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. |
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
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.
Importante: El documento completo que aparece más abajo rige el uso de nuestros servicios. Los títulos de sección son solo para navegación.
Protección del Buyer, Claims y Remedios para Órdenes con Personal Shopper de MyDealShopper
Nota de idioma. Esta es la versión española final para publicación. La versión española será la versión pública vigente hasta que MyDealShopper publique una versión inglesa identificada expresamente como controlante. A partir de entonces, la versión inglesa prevalecerá en caso de conflicto, inconsistencia o diferencia de interpretación, salvo que la ley aplicable exija otra cosa.
PBT2 establece las reglas Buyer-facing para Buyer Protection, claims, remedies, returns, refunds, MyDeal Credit, evidencia, shipping incidents, chargebacks y resolución de disputas relacionadas con Personal Shopper Orders, Live Stores, Private Shopping, Assisted Purchase, productos publicados en My Live Store y compras físicas asistidas. PBT2 no promete remedios automáticos ni sustituye PBT1.
PBT2 forma parte del marco contractual Buyer-facing de MyDealShopper y debe leerse junto con GT1 — MyDealShopper Terms of Use, PP1 — Privacy Policy, MT1 — Membership Terms cuando corresponda, PBT1 — Buyer Terms for Personal Shopper Orders, y los términos, disclosures y condiciones específicos mostrados en checkout, order page, claim flow, shipping flow o Help Center para la operación concreta. BT1 y BT2 aplican únicamente a Seller Orders; PBT1 y PBT2 aplican a Personal Shopper Orders.
PS1–PS5, PS-OCS y PS-OCS Active Schedule son documentos internos o contractuales utilizados por MyDealShopper para administrar al Personal Shopper, investigar incidentes, determinar responsabilidad y aplicar reglas operativas o económicas. No se incorporan al acuerdo del Buyer, no imponen obligaciones al Buyer y no requieren aceptación del Buyer. MyDealShopper podrá utilizarlos internamente al revisar un claim, sin reducir los derechos Buyer-facing establecidos en PBT1, PBT2, checkout, claim flow o la ley aplicable.
Cuando el checkout, order page, claim flow, shipping flow, pantalla de confirmación o herramienta oficial de MyDealShopper muestre información específica para una orden, claim, return, shipping incident o compra determinada, incluyendo ventanas de claim, evidencias requeridas, cargos, shipping, duties, autorizaciones, disclosures, restricciones, elegibilidad o condiciones particulares, dicha información complementará PBT2 y prevalecerá para esa operación en caso de diferencias operativas no sustanciales.
PBT2 aplica cuando un Buyer presenta o MyDealShopper revisa un claim relacionado con una Personal Shopper Order, Live Store, Private Shopping, Assisted Purchase, producto mostrado o publicado por un Personal Shopper, compra física asistida, shipping USA, shipping internacional, hub, carrier, handoff, drop-off o Pickup Approved cuando esté habilitado. PBT2 no regula pagos internos del Personal Shopper ni responsabilidad interna completa del Personal Shopper.
Buyer Protection: marco de revisión Buyer-facing que permite a MyDealShopper analizar claims y determinar remedios posibles, sin que exista remedio automático.
Claim: reporte, solicitud o disputa presentada por un Buyer o iniciada por MyDealShopper respecto de una orden, producto, shipping, pago, sustitución, return, daño, faltante o incidente.
Remedy: resultado o medida que MyDealShopper puede determinar después de revisar un claim, incluyendo explicación, corrección, MyDeal Credit, refund, partial refund, return, replacement, shipping support, denial o escalation.
Refund: devolución total de una cantidad pagada, cuando MyDealShopper lo determine conforme a checkout, evidencia, processor, tienda, carrier, hub, PBT2 y ley aplicable.
Partial Refund: devolución parcial de una cantidad pagada, cuando el claim solo afecte una parte de la orden o cuando exista remedio parcial aplicable.
MyDeal Credit: crédito dentro de MyDealShopper que puede ser ofrecido como remedio total o parcial, crédito por diferencia de precio, cancelación antes de compra, producto no disponible, sustitución no completada, ajuste de soporte u otra situación aprobada por MyDealShopper. No es automático ni convertible a cash salvo que MyDealShopper lo permita.
Store Credit: crédito emitido por una tienda, retailer o tercero. MyDealShopper determinará su tratamiento Buyer-facing conforme al claim, checkout y soporte.
Gift Card: tarjeta o saldo emitido por una tienda o tercero. No se entrega automáticamente al Buyer salvo confirmación de MyDealShopper.
Replacement: reemplazo de producto cuando MyDealShopper lo determine y exista disponibilidad, autorización, shipping, tienda, producto, categoría y flujo operativo viable.
Return: proceso de devolución a tienda, hub, carrier, MyDealShopper o punto autorizado, cuando sea autorizado y viable conforme a PBT2 y reglas aplicables.
Product Issue: problema relacionado con disponibilidad, precio, condición, talla, color, modelo, cantidad, daño, defecto, faltante, sustitución o categoría del producto.
Incorrect Product: producto recibido o procesado distinto al comprado o autorizado, sujeto a revisión de evidencia.
Missing Item: producto o parte de una orden que no fue recibido, fue separado, no comprado, omitido, retenido, perdido o afectado por shipping, hub o carrier.
Damaged Product: producto con daño visible o reportado antes de compra, después de compra, bajo custodia, durante carrier/hub/shipping o después de entrega.
Defective Product: producto con falla técnica, funcional o de fabricación, incluyendo defectos ocultos no detectables visualmente.
Not Available Product: producto agotado, no encontrado, no elegible, restringido o no comprable al momento de compra física.
Substitution: reemplazo autorizado o propuesto de producto, variante, talla, color, modelo, condición, presentación o bundle.
Unauthorized Substitution: sustitución que requería autorización del Buyer o MyDealShopper y fue ejecutada sin dicha autorización.
Price Difference: diferencia entre precio estimado, autorizado, mostrado, publicado, checkout y precio real de tienda, incluyendo cambios dentro o fuera del Price Tolerance.
Shipping Incident: pérdida, daño, retraso, scan incorrecto, label issue, entrega disputada, retención, customs issue u otro problema logístico.
Handoff: entrega registrada de productos al carrier, hub, punto autorizado, Buyer o persona autorizada según el flujo aplicable.
Hub: centro o punto operativo de recepción, consolidación, procesamiento o shipping usado por MyDealShopper.
Carrier: proveedor de transporte o paquetería utilizado para shipping doméstico o internacional.
Pickup Approved: modalidad habilitada expresamente por MyDealShopper para retiro o entrega directa aprobada, cuando esté disponible para la orden.
Evidence: información, documentos, fotos, videos, recibos, tracking, labels, packing slips, mensajes, timestamps, checkout records, soporte y registros usados para evaluar un claim.
Proof of Purchase: recibo, ticket, invoice, registro de pago, checkout record u otra evidencia de compra.
Proof of Handoff: evidencia de entrega al carrier, hub, punto autorizado, Buyer o persona autorizada.
Chargeback: disputa o reversión iniciada mediante banco, tarjeta o procesador de pago.
Seller Order claims se relacionan con un Seller que vende su propio inventario y se rigen por BT1/BT2 y Seller Terms. Personal Shopper Order claims se relacionan con compras físicas asistidas, disponibilidad real en tienda, autorización, sustitución, handoff, hub, carrier y flujo operativo de MyDealShopper. PBT2 no debe interpretarse como una política de Seller Orders.
PBT1 regula los términos de compra, checkout, autorización, disponibilidad, precio, sustituciones y condiciones de Personal Shopper Orders. PBT2 regula qué ocurre cuando el Buyer presenta un claim o solicita remedio. PBT2 complementa PBT1, pero no lo reemplaza.
Buyer Protection permite revisar claims y determinar remedios posibles. No significa que todo claim será aprobado ni que exista refund, return, MyDeal Credit, replacement, store credit, shipping outcome o compensación automática. Cada claim se evalúa conforme a evidencia, checkout, PBT1, PBT2, order page, soporte, tienda, carrier, hub, processor, ley aplicable y documentación vigente.
El Buyer puede presentar claim cuando exista un problema relacionado con una Personal Shopper Order, Live Store, Private Shopping, Assisted Purchase, producto comprado, producto autorizado, shipping, hub, carrier, handoff, Pickup Approved, cargo, sustitución, daño, faltante, defecto, return o remedio. Los reportes por productos solo mostrados pero no comprados pueden tratarse como soporte, pero Buyer Protection completa aplica principalmente a órdenes, compras, citas o autorizaciones procesadas dentro de MyDealShopper.
El claim deberá presentarse mediante los canales autorizados por MyDealShopper, incluyendo order page, Help Center, soporte, chat, email, portal de Buyer o flujo de claim habilitado. MyDealShopper Support o el sistema interno también podrán iniciar una revisión por alerta de orden, tracking, pago o evidencia.
Los canales autorizados podrán incluir también cualquier otra herramienta, módulo, pantalla, canal o flujo oficial habilitado por MyDealShopper para claims, soporte, evidencia, shipping, order page, Buyer Protection o comunicaciones relacionadas.
Solo los canales oficiales de MyDealShopper serán válidos para claims, evidencias, autorizaciones y comunicaciones de soporte. Mensajes, acuerdos o promesas fuera de dichos canales pueden no ser considerados válidos para resolver el claim.
Las referencias a canales oficiales incluyen las herramientas existentes y cualquier otra herramienta, módulo, pantalla, canal o flujo oficial que MyDealShopper habilite posteriormente para administrar claims, returns, evidencias, soporte, shipping incidents o Buyer Protection.
El Buyer deberá proporcionar número de orden o referencia, descripción del problema, producto afectado, fecha, fotos o videos cuando aplique, empaque, tracking, comunicación relevante, condición del producto y cualquier información solicitada por MyDealShopper.
La evidencia del Buyer puede incluir fotos claras, video, empaque original, etiquetas, serial numbers, recibos cuando estén disponibles, tracking, proof of delivery, mensajes, descripción de daños o faltantes y cualquier otro soporte solicitado. El Buyer no debe alterar, desechar o manipular producto o empaque si desea que el claim sea revisado.
MyDealShopper podrá usar checkout records, order page, booking page, payment records, MyDeal Credit records, support logs, tracking, carrier scans, hub records, labels, packing slips, shipping flow, timestamps, system logs y cualquier registro operativo disponible.
MyDealShopper también podrá usar registros provenientes de cualquier otra herramienta, módulo, pantalla, canal o flujo oficial habilitado por MyDealShopper que sea relevante para la revisión del claim.
MyDealShopper podrá revisar evidencia aportada por el Personal Shopper, incluyendo fotos, videos, proof of purchase, recibos, Product Inventory, My Live Store, timestamps, proof of handoff, packing slips, labels, tracking, carrier records, comunicación y evidencia de autorización.
MyDealShopper podrá investigar el claim revisando evidencia del Buyer, MyDealShopper, Personal Shopper, tienda, carrier, hub, processor u otros terceros. La investigación podrá distinguir si el problema ocurrió antes de compra, después de compra, bajo custodia del Personal Shopper, después del handoff, durante shipping, en hub, por tienda, por Buyer, por MyDealShopper, por carrier, por fuerza mayor o por causas mixtas.
MyDealShopper podrá aprobar el claim, negarlo, solicitar más evidencia, emitir explicación, corregir registros, autorizar return, ofrecer MyDeal Credit, refund parcial, refund total, replacement cuando aplique, shipping support, manejar store credit, escalar a carrier/hub/processor, cerrar por falta de cooperación/evidencia o suspender cuenta por abuso/fraude.
Los remedios posibles incluyen no action, explicación, corrección, sustitución, return, refund, partial refund, MyDeal Credit, store credit handling, replacement cuando aplique, shipping support, claim denial o escalation. MyDeal Credit podrá ser un remedio preferente cuando MyDealShopper lo determine, pero no será automático ni garantizado.
Si el producto no está disponible antes de compra, MyDealShopper podrá ofrecer, según el caso, no action, cancelación, sustitución, MyDeal Credit, refund, partial refund, explicación o soporte. La falta de disponibilidad antes de compra no crea por sí sola un derecho automático a compensación adicional.
Si el producto se agota, MyDealShopper podrá cancelar la parte afectada, buscar sustitución autorizada, ofrecer MyDeal Credit, refund, partial refund o soporte, conforme al checkout, PBT1, PBT2 y flujo vigente.
Si el Personal Shopper no encuentra el producto en tienda, outlet, mall o ubicación autorizada, MyDealShopper podrá revisar evidencia, disponibilidad, autorización, comunicación y alternativas. El remedio dependerá de si el producto fue comprado, autorizado, sustituido, cancelado o no disponible.
Si un producto no es elegible por categoría, shipping, tienda, país de destino, restricción legal, carrier, importación, seguridad, política interna o flujo operativo, MyDealShopper podrá cancelar, negar, sustituir, ajustar o resolver conforme a PBT2 y soporte vigente.
Los cambios de precio se revisan conforme al checkout, autorización, Price Tolerance, evidencia de tienda, taxes, shipping y cargos aplicables. Un cambio de precio no genera automáticamente remedio salvo que exceda lo autorizado, exista error o se incumpla el flujo aplicable.
Si el precio final resulta menor que el estimado o autorizado, MyDealShopper podrá reflejar la diferencia mediante MyDeal Credit, ajuste interno, refund parcial u otro mecanismo mostrado en checkout o determinado por MyDealShopper. Esta regla no obliga a un mecanismo único ni a procesamiento inmediato por fuera del flujo vigente.
Si el aumento está dentro del Price Tolerance aceptado en checkout o disclosure, no necesariamente genera claim válido por sí solo. Si el aumento supera el Price Tolerance y no hubo autorización adicional, el Buyer podrá presentar claim y MyDealShopper revisará el remedio aplicable.
Diferencias de sales tax, taxes, duties o cargos regulatorios no generan automáticamente refund o claim favorable si derivan de jurisdicción, tienda, destino, aduana, cálculo o processor, salvo error atribuible a MyDealShopper.
Shipping, duties, insurance, customs, platform fees, processor charges y otros cargos adicionales se tratan conforme al checkout, shipping flow, order page, carrier, hub, país de destino y documentación vigente. No se garantiza que dichos cargos sean reembolsables.
Las sustituciones pueden resolver productos agotados, no disponibles, cambios de talla, color, modelo, condición, presentación o bundle. Las sustituciones deben estar autorizadas por el Buyer, preferencias configuradas o flujo aplicable cuando dicha autorización sea requerida.
Si la sustitución fue autorizada por el Buyer, preferencias configuradas o flujo aplicable, no se considerará incorrecta solo porque el Buyer cambie de opinión después, salvo defecto, condición distinta, error o disclosure incorrecto.
Si se compró una sustitución que requería autorización y no fue autorizada, el Buyer podrá presentar claim. MyDealShopper evaluará si corresponde corrección, return, MyDeal Credit, refund parcial, refund, replacement cuando aplique o denial según evidencia.
Si el Buyer no responde a una solicitud de autorización, sustitución, precio, condición, Final Sale, Open Box o cambio material, MyDealShopper puede omitir el producto, cancelar la parte afectada, seguir preferencias configuradas o resolver conforme al flujo. La falta de respuesta no garantiza remedio adicional automático.
Si el Buyer recibe un producto distinto al comprado o autorizado, podrá presentar claim. MyDealShopper revisará checkout, recibo, fotos, Product Inventory, My Live Store, packing slip, label, handoff, tracking, comunicación y demás evidencia para determinar remedio.
Si falta un producto total o parcialmente, MyDealShopper revisará si fue no comprado, agotado, cancelado, sustituido, omitido, separado en otro paquete, retenido en hub, dañado, perdido o afectado por carrier/shipping. El remedio dependerá de la causa.
Los claims por daño se evaluarán distinguiendo si el daño existía antes de compra, ocurrió después de compra, bajo custodia del Personal Shopper, durante carrier/hub/shipping, por empaque de tienda/fabricante, por defecto oculto o por manejo del Buyer.
Defectos de fábrica o fallas no detectables visualmente no garantizan remedio automático de MyDealShopper. Se revisarán conforme a evidencia, política de tienda, fabricante, warranty cuando aplique, PBT2, checkout y soporte.
Si el producto estaba dañado antes de compra y dicha condición fue detectada, MyDealShopper podrá revisar si se documentó, autorizó, omitió, sustituyó o compró incorrectamente. El remedio dependerá de evidencia y flujo aplicable.
Si el daño ocurre después de compra pero antes de handoff, MyDealShopper revisará custodia, empaque, manejo, evidencia, tienda, Personal Shopper y otras causas posibles antes de determinar remedio.
Si el daño ocurre después de handoff correcto, MyDealShopper revisará carrier, hub, tracking, proof of handoff, label, empaque, fotos y registros. El remedio puede depender del carrier, hub, shipping insurance o reglas logísticas aplicables.
Cuando el carrier cause pérdida, daño, retraso, wrong scan, label issue, entrega disputada u otro problema, MyDealShopper podrá revisar tracking, proof of handoff, carrier records, label, address, order page y evidencia para decidir remedio o escalation.
Cuando el problema ocurra en hub, consolidación, recepción, separación, revisión o procesamiento logístico, MyDealShopper revisará registros internos, evidencia de recepción, labels, packing slips, fotos, tracking y comunicación para determinar el remedio aplicable.
En envíos internacionales, customs, duties, restricciones, retenciones, inspecciones, documentación, cargos, tiempos, rechazo de importación o decisiones de autoridad pueden limitar Buyer Protection y no garantizan refund automático.
El Buyer entiende que envíos internacionales pueden estar sujetos a customs, duties, taxes, brokerage, restricciones de importación, prohibiciones por país, inspecciones, demoras, decomisos o decisiones de autoridad. MyDealShopper no garantiza ausencia de dichos eventos.
Muchos productos o servicios en Personal Shopper Orders pueden considerarse ventas finales o estar sujetos a restricciones fuertes de devolución, especialmente después de compra, shipping o uso. Si un producto era Final Sale, no returnable, de higiene restringida o similar y esa condición fue visible, informada o aplicable por tienda/categoría, Buyer Protection puede estar limitada salvo claim elegible.
Open Box solo tendrá protección conforme a la condición autorizada o documentada. Si el Buyer autorizó Open Box, no podrá reclamar únicamente porque no era producto nuevo sellado, salvo defecto, condición distinta o disclosure incorrecto.
Productos clearance pueden tener disponibilidad limitada, cambios rápidos de stock, restricciones de return, Final Sale, daño cosmético, empaque especial o limitaciones de tienda. Buyer Protection puede estar limitada cuando dichas condiciones fueron visibles, informadas o aplicables.
Por higiene, seguridad, sellos, importación, shipping o políticas de tienda, beauty, fragrance, cosmetics y skincare pueden tener returns o remedies limitados, especialmente si fueron abiertos, usados, manipulados, dañados o no retornables.
Claims de luxury/designer se revisarán con recibo, tienda, empaque, evidencia disponible y origen de compra. MyDealShopper no garantiza autenticidad absoluta por cuenta propia salvo programa, verificación o disclosure específico.
Fallos técnicos ocultos se revisan conforme a evidencia, tienda, manufacturer warranty cuando aplique, condición del producto y política de return. MyDealShopper no garantiza funcionamiento técnico permanente ni cobertura de fabricante.
Si productos usados o segunda mano fueron autorizados bajo categoría o programa especial, el remedio dependerá de la condición documentada. Si no estaban autorizados, se revisarán como posible incidente.
Buyer Protection puede no aplicar a productos prohibidos o restringidos, incluyendo medicamentos, alcohol, tabaco, CBD, armas, municiones, animales, alimentos perecederos, material peligroso u otros productos prohibidos por ley, carrier, tienda, MyDealShopper, país de origen o país de destino.
Los store returns dependen de tienda, recibo, método de pago, fecha, condición, categoría, Final Sale, Open Box, clearance, higiene, shipping, importación y reglas del retailer. MyDealShopper no garantiza que una tienda acepte un return.
Si la tienda acepta el return, MyDealShopper podrá aplicar, según el caso, refund, partial refund, MyDeal Credit, store credit administrado por MyDealShopper, replacement, ajuste interno o no action si el Buyer ya recibió remedio.
Si la tienda rechaza el return, MyDealShopper no garantiza refund o MyDeal Credit automático. Se evaluará si existe error atribuible a MyDealShopper, Personal Shopper, carrier, hub, tienda o Buyer.
Si la tienda emite store credit, MyDealShopper decidirá si se usa para resolver el claim, se convierte en MyDeal Credit, se aplica a replacement, se conserva para operación relacionada o se maneja conforme a soporte. El Buyer no debe asumir entrega automática del store credit.
Si la tienda emite gift card, MyDealShopper determinará su tratamiento. La gift card puede administrarse por MyDealShopper, aplicarse a un remedio, reemplazo, crédito o flujo relacionado, pero no se entrega automáticamente al Buyer salvo confirmación.
Si la tienda devuelve al método de pago de MyDealShopper, MyDealShopper administrará ese refund y determinará el remedio Buyer-facing aplicable. No necesariamente implica refund automático igual o inmediato al Buyer.
Rewards, cashback, points, coupons, price adjustments u otros beneficios derivados de una Personal Shopper Order no son automáticamente del Buyer salvo que MyDealShopper lo indique. MyDealShopper determinará su tratamiento conforme a checkout, PBT2, soporte o reglas operativas.
MyDeal Credit podrá ser usado como remedio total o parcial, crédito por diferencia de precio, cancelación antes de compra, producto no disponible, sustitución no completada, ajuste de soporte u otra situación aprobada por MyDealShopper. Puede ser un remedio preferente para ciertas resoluciones, pero no es automático, no está garantizado ni es convertible a cash salvo que MyDealShopper lo permita.
Refunds pueden ser totales o parciales y dependerán de checkout, método de pago, processor, estado de orden, tienda, carrier, hub, evidencia, claim, return, customs, duties, shipping, MyDeal Credit previo o cualquier remedio ya aplicado.
Partial refunds podrán aplicarse cuando solo una parte de la orden esté afectada, cuando exista diferencia de precio, producto faltante, return parcial, shipping issue parcial, remedio combinado o resolución específica aprobada por MyDealShopper.
Replacements solo estarán disponibles cuando MyDealShopper lo determine y exista disponibilidad, autorización, shipping, tienda, producto, categoría y flujo operativo viable. No son automáticos.
El Buyer puede tener derechos con su banco o procesador, pero presentar chargeback no garantiza remedio favorable dentro de MyDealShopper. MyDealShopper puede suspender el claim interno, compartir evidencia con el processor y evitar duplicación de remedios.
El Buyer debe proporcionar evidencia, responder solicitudes, conservar producto y empaque, no desecharlos, no alterar evidencia, permitir return o review cuando aplique y usar canales autorizados. No cooperar puede limitar, retrasar o negar remedio.
El Buyer no debe intentar resolver claims directamente con el Personal Shopper fuera de MyDealShopper. Acuerdos, promesas, autorizaciones o compensaciones fuera de los canales oficiales pueden no ser reconocidos.
El Buyer no debe pagar depósitos, transfers, tips externos, gifts, cash, Zelle, PayPal, Cash App u otros pagos fuera de MyDealShopper. Pagos externos no están protegidos y pueden limitar Buyer Protection.
El Buyer debe usar Buyer Protection de buena fe. Claims repetidos, falsos, abusivos, estratégicos, contradictorios o sin base pueden limitar la protección, activar revisión de cuenta o causar medidas de plataforma.
Claims fraudulentos, evidencia manipulada, chargebacks indebidos, intentos de doble remedio, falsedad, alteración de producto o abuso de support pueden causar denial, reversión de remedios, suspensión de cuenta, investigación o acciones adicionales permitidas.
Si la evidencia es insuficiente, inconsistente, ilegible, incompleta o no verificable, MyDealShopper podrá solicitar más evidencia o decidir con la evidencia disponible. La falta de evidencia puede limitar o negar el remedio.
Buyer Protection está limitada por checkout, PBT1, PBT2, evidencia, tienda, carrier, hub, processor, customs, duties, categoría, condición del producto, disponibilidad, autorización, fuerza mayor, ley aplicable y documentación vigente.
Buyer Protection puede no aplicar o estar limitada cuando el producto no fue comprado porque no estaba disponible, el Buyer no respondió, el Buyer cambió de opinión, existía Final Sale/no returnable, el problema deriva de shipping/customs/duties fuera de control, restricciones legales/carrier/tienda/país, evidencia insuficiente, producto/empaque desechado o alterado, pago fuera de MyDealShopper, claim fraudulento/abusivo, producto usado/abierto/manipulado por Buyer, intento de doble recuperación, diferencias normales de tax/duties o defecto oculto sujeto a fabricante/tienda.
Cuando el remedio dependa de tienda, retailer, carrier, hub, customs, processor, autoridad, manufacturer warranty o tercero, MyDealShopper podrá apoyar o escalar, pero no garantiza resultado favorable, tiempos, aceptación, reembolso o cobertura.
Las ventanas aplicables se mostrarán en checkout, order page, Help Center, PBT2, soporte o flujo vigente. Si no hay una ventana específica publicada, el Buyer debe reportar el problema tan pronto como sea razonablemente posible.
Las membresías Free, Plus, Business u otras pueden afectar prioridad, beneficios, canales de soporte o condiciones de claims solo cuando MT1, checkout, Dashboard, Help Center u otra documentación vigente lo indiquen. PBT2 no promete beneficios específicos por membresía.
Si Pickup Approved está habilitado y el Buyer recibe directamente, claims se analizarán con proof of pickup, identidad o autorización, fotos, timestamp, confirmación de entrega, producto, empaque, comunicación y evidencia disponible.
El tratamiento de datos personales, evidencias, comunicaciones, fotos, videos, dirección, pagos, tracking y datos de soporte durante claims se rige por la Privacy Policy de MyDealShopper y las reglas aplicables. MyDealShopper podrá compartir información con carriers, processors, hubs, tiendas, autoridades o proveedores cuando sea necesario para resolver el claim.
MyDealShopper podrá conservar comunicaciones y registros relacionados con claims, incluyendo chats, emails, order page, checkout, support tickets, calls, live records, videos, fotos, timestamps, processor records, tracking, proof of purchase y proof of handoff.
MyDealShopper podrá conservar evidencia electrónica de aceptación, envío o interacción relacionada con PBT2, incluyendo User ID, Order ID, Claim ID, email, timestamp, IP address, device information, user agent, versión del documento, idioma mostrado, texto exacto del checkbox, botón presionado, evidencia cargada, claim flow utilizado, order page, support ticket y registros técnicos relacionados.
PBT2 no garantiza refund, return, MyDeal Credit, replacement, store credit, shipping outcome, customs clearance, autenticidad, disponibilidad, precio final, aprobación de claim o resolución favorable. Todo remedio depende de revisión y condiciones aplicables.
MyDealShopper podrá actualizar PBT2 para reflejar cambios legales, operativos, comerciales, técnicos, de riesgo, Buyer Protection, shipping, claims, remedies, MyDeal Credit, PBT1, PS5, PS-OCS, checkout, Help Center o documentación vigente.
Las referencias a nombres de pantallas, módulos, botones, herramientas, funciones o elementos de la plataforma tienen fines descriptivos. MyDealShopper podrá modificar su interfaz, nomenclatura, diseño, flujo, ubicación o funcionamiento sin necesidad de modificar PBT2, siempre que no cambien sustancialmente los derechos y obligaciones aquí establecidos.
Esta es la versión española final para publicación. La versión española será la versión pública vigente hasta que MyDealShopper publique una versión inglesa identificada expresamente como controlante. A partir de entonces, la versión inglesa prevalecerá en caso de conflicto, inconsistencia o diferencia de interpretación, salvo que la ley aplicable exija otra cosa.
Para claims, Buyer Protection, remedies, returns, shipping incidents, MyDeal Credit o preguntas sobre PBT2, el Buyer deberá usar los canales oficiales habilitados por MyDealShopper en order page, Help Center, soporte, chat, email o flujo vigente.
MyDealShopper podrá habilitar, modificar o sustituir los canales de contacto mediante cualquier otra herramienta, módulo, pantalla, canal o flujo oficial disponible para Buyers.
| Paso | Descripción |
|---|---|
| 1. Reporte | Buyer presenta claim en order page, Help Center, soporte o canal autorizado. |
| 2. Evidencia | Buyer proporciona información, fotos, videos, empaque, tracking u otros datos requeridos. |
| 3. Revisión | MyDealShopper revisa checkout, PBT1, PBT2, evidencia, Personal Shopper, hub, carrier, tienda y registros. |
| 4. Determinación | MyDealShopper identifica causa probable: tienda, Buyer, Personal Shopper, MyDealShopper, carrier, hub, shipping, customs, fuerza mayor o causa mixta. |
| 5. Remedy | MyDealShopper puede negar, solicitar más evidencia, explicar, corregir, autorizar return, ofrecer MyDeal Credit, refund parcial/total, replacement, shipping support o escalation. |
| 6. Cierre | Claim se cierra cuando se aplica decisión, falta cooperación/evidencia, se resuelve por tercero o se completa revisión. |
| Remedio | Cuándo puede considerarse |
|---|---|
| No action | Cuando no exista error, evidencia suficiente, claim elegible o remedio aplicable. |
| Explicación | Cuando el resultado deriva de disponibilidad, Final Sale, taxes, customs, carrier, tienda o condición previamente informada. |
| Corrección | Cuando haya error de registro, comunicación, checkout, tracking o soporte que pueda corregirse sin remedio económico. |
| Return | Cuando tienda, MyDealShopper, hub o flujo operativo lo permitan. |
| Refund / Partial Refund | Cuando MyDealShopper determine que corresponde total o parcialmente conforme a evidencia y condiciones. |
| MyDeal Credit | Cuando MyDealShopper determine que es remedio total o parcial adecuado; puede ser preferente, pero no automático. |
| Store credit handling | Cuando tienda emite store credit y MyDealShopper decide cómo aplicarlo. |
| Replacement | Cuando exista disponibilidad, autorización, shipping y flujo viable. |
| Shipping support | Cuando carrier, hub, tracking, customs o shipping requieren soporte o escalation. |
| Claim denial | Cuando el claim no sea elegible, no haya evidencia, exista abuso, pago externo o condición excluyente. |
| Tema | Seller Order claim | Personal Shopper Order claim |
|---|---|---|
| Quién vende/gestiona | Seller vende su propio inventario bajo Seller Terms. | Personal Shopper asiste una compra física; no vende inventario propio por ese hecho. |
| Disponibilidad | Puede depender del inventario del Seller. | Depende de disponibilidad real en tienda, checkout y autorización. |
| Live | Puede relacionarse con Live Deals o Seller content. | Se relaciona con Live Store operada por Personal Shopper. |
| Remedios | Se rigen por BT1/BT2 y Seller Terms. | Se rigen por PBT1/PBT2 y flujo de Personal Shopper Orders. |
| Evidencia | Puede incluir registros del Seller. | Incluye checkout, recibos, fotos, Product Inventory, My Live Store, handoff, hub, carrier y evidencia de compra física. |
Texto recomendado: “Entiendo que esta es una Personal Shopper Order sujeta a disponibilidad real en tienda, precio final, autorización, sustituciones, restricciones de tienda, shipping, hub, carrier, customs y políticas aplicables. Buyer Protection permite revisar claims, pero no garantiza refunds, returns, MyDeal Credit, replacements, shipping outcomes ni resolución favorable automática. MyDealShopper podrá solicitar evidencia y determinar el remedio aplicable conforme a PBT1, PBT2, checkout, order page y documentación vigente.”
Texto recomendado: “Al presentar un claim, acepto que MyDealShopper revise la orden, evidencia, comunicaciones, checkout, tracking, hub, carrier, tienda, Personal Shopper y registros aplicables. Declaro que la información proporcionada es verdadera y completa, que cooperaré con la revisión y que entiendo que Buyer Protection no garantiza un remedio automático. También acepto PBT1, PBT2, GT1, Privacy Policy y demás términos aplicables.”
