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Buyer Protection Program

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To make your time on BidBuySell an enjoyable and easy to use experience, we suggest that you follow these steps steps should you encounter problems receiving your goods.

Review the seller's terms, taking note of postage and payment details.

Email the seller with your concerns. If you do not have their email address, BidBuySell can provide it.

If you have not heard from the seller, check your junk mail box to ensure that the seller's email has not slipped through.

If you still have not heard from the seller, you may request their contact information.

Should you still be encountering problems and not received your item, use BidBuySell's Item not Received or Item not as Described section.

Contact your credit card company, if you paid with credit card either directly or with PayPal.

After completing the Item not Received or Item not as Described process, contact BidBuySell, as you maybe eligible to file a claim. BidBuySell offers a Purchase Protection Program for buyers who have made a purchase on BidBuySell but the item either does not arrive or is in a great way, nothing like the item was described.

The program has four steps.

Step 1. Complete the Item Not Received/Not as Described form. Once the form is completed, close the dispute by selecting 'end communication with seller'. If eligible, you will be sent a link to the Purchase Protection Program claim form.

Step 2. Complete and submit the online Purchase Protection Program claim form. From My BidBuySell, go to the 'Disputes' link and from there click on the type of dispute relevant to what you are experiencing. On the 'View Dispute' page, go to the Purchase Protection claim form and complete it. Once you are satisfied with its detail, click on 'Submit'. You will receive an automated response confirming receipt of your claim form within 3 days. If you do not, contact BidBuySell claims administration.

Step 3. Submit Proof of Payment Within a two week time frame, you may be contacted by BidBuySell administration and asked to submit proof that you have paid for the item under investigation. This may be done in several ways;

a photocopy of the back and front of a money order or bank or personal cheque.

If by credit card (either by card or through PayPal), you will need proof of denial of payment, which is usually in the form of a letter from your credit card company.

Step 4. Submit Letter of Authenticity.
A BidBuySell claims administrator may contact you and ask for a Letter of Authenticity or Appraisal. This letter must be written on company letterhead and must include all contact details of the authenticator. It may be faxed or emailed to BidBuySell. BidBuySell will communicate with you during the claim investigation and it is vital that you reply to any emails promptly. Failure to do this could result in the claim investigation being closed.

Item Not Received or Not as Described Process BidBuySell insists that sellers deliver exactly what they promise to buyers. In the event that this does occur, a buyer may take the following steps.

Step 1. Buyer opens an Item Not Received or Not as Described dispute, which can be found in the My BidBuySell area. Such a dispute may be started up to 60 days from the transaction date of the end of the auction.

Step 2. BidBuySell will contact the seller, informing them of the dispute

Step 3. Seller Response. The seller may respond in several ways, depending on the nature of the dispute.

If the dispute has been started because an item has not arrived, the seller can provide postage details to the buyer.

The seller may choose to offer a full refund

The seller may post a replacement item.

The seller may request to communicate with the seller by posting a message for the buyer and attempt to resolve the dispute.

Step 4. Close the dispute

The buyer may close a dispute once the issue has been resolved

If the dispute has not been resolved and the buyer has not heard from the seller within ten days the buyer may choose to escalate the claim. If this is done, BidBuySell shall be informed immediately. In this case, the seller's account maybe suspended and the buyer may file a claim in the Purchase Protection Program for up to $400, less a $25 administration fee.

NOTE: All disputes must be finalised within 90 days, if not, they will be automatically closed.

Both parties may leave appropriate feedback in the 'feedback' area of My BidBuySell.