AERIS ASSIST

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Dispute Resolution

Fair and Fast Resolution Process

            Our Commitment: We're committed to fair, transparent dispute resolution. Most disputes resolved within 3-5 business days. 95% satisfaction rate.
        

1. Resolution Center

Our Resolution Center helps resolve common issues:

Item not as described
Item not received
Damaged in shipping
Wrong item sent
Refund issues
Seller not responding

2. Dispute Process

Step 1: Contact Seller First (48 hours)

Most issues resolved directly with seller:

Go to order details → "Contact Seller"
Explain the issue clearly
Request resolution (refund, replacement, etc.)
Give seller 48 hours to respond

Step 2: Open Dispute (if not resolved)

After 48 hours with no resolution:

Go to order → "Open Dispute"
Choose dispute reason
Upload evidence (photos, messages)
Submit to GLRelief Resolution Center

Step 3: GLRelief Investigation (3-5 days)

Our team reviews both sides:

Review all evidence and messages
Contact seller for their side
Check tracking and delivery confirmation
Review item listing and description
Make fair decision based on evidence

Step 4: Resolution

Possible outcomes:

Full Refund: If item not as described or not received
Partial Refund: If minor issues
Return & Refund: Return item for full refund
Replacement: Seller sends replacement item
Dispute Closed: If evidence supports seller

3. Timeframes

Open Dispute: Within 60 days of delivery
Seller Response: 48 hours
GLRelief Investigation: 3-5 business days
Total Resolution: Usually 7-10 days
Urgent Cases: Expedited within 24 hours

4. Evidence Required

To support your dispute, provide:

For "Item Not As Described"

Clear photos of received item
Screenshots of original listing
Description of differences
Messages with seller (if any)

For "Item Not Received"

Order number
Expected delivery date
Tracking information
Messages with seller

For "Damaged Item"

Photos of damaged item
Photos of damaged packaging
Delivery confirmation date
Description of damage

5. Mediation & Arbitration

If Standard Resolution Doesn't Work

Mediation (Optional):

Neutral third-party mediator
Both parties present case
Mediator suggests resolution
Non-binding (can reject and proceed to arbitration)

Binding Arbitration:

Final step if mediation fails
Independent arbitrator reviews case
Decision is final and binding
Governed by American Arbitration Association (AAA) rules
Each party pays own legal fees

6. Seller Penalties

Sellers who violate policies face consequences:

1st Violation: Warning + required training
2nd Violation: 30-day suspension
3rd Violation: Permanent ban
Severe Violations: Immediate ban (fraud, scams)

7. Buyer Protection Program

GLRelief assists buyers under our published policies:

Not as described: Refund or remedy when an item materially differs from the listing, per investigation
Non-delivery: Assistance when an item is not received as documented
Dispute process: No fee to open a dispute in the Resolution Center
Review: Staff review with documentation from buyer and seller

Open a Dispute or Get Help

Resolution Center: My Account → Disputes

Email: [email protected]

Phone: 1-800-GLRelief-HELP (1-800-457-2343)

Live Chat: Available 24/7

Response Time: Within 4 hours