Voomly hosts the resolution process when buyers claim to sellers that their subscription messages were not received or the service or items they received was different from what was described in the listing.
All purchases by eligible buyers that do not fall within an exclusion or coverage limitation are covered by the Voomly Buyer Protection Policy. Please note that the Voomly Buyer Protection Policy applies only to the transaction—it is not a product warranty of any kind or a solution for buyer's remorse. The Voomly Buyer Protection Policy is subject to all of the terms and conditions of Voomly.com.
To take advantage of the Voomly Buyer Protection Policy, buyers should first contact the seller and attempt to resolve the issue using the sellers Voomly email address. If the buyer doesn't hear from the seller or can't resolve the issue with the seller, they can file a case under the Voomly Buyer Protection Policy by emailing firstname.lastname@example.org
When buyers and sellers are involved in an Voomly Buyer Protection case, Voomly may provide or give them access to each other’s names, user IDs, email addresses, other contact information, and other information relating to the case, including without limitation, any relevant documentation obtained from a third party.
Buyers and sellers permit us to make a final decision, in our sole discretion, on any case that a buyer files with Voomly under the Voomly Buyer Protection Policy.
Resolution of cases
Buyers who have been unsuccessful in resolving a problem directly with a seller can contact Voomly via email at email@example.com . We will review the case, run a fraud check, and confirm when necessary that the buyer has already attempted to work with the seller. If the buyer is in good standing and the case meets the requirements of the Voomly Buyer Protection Policy, we will review additional transaction information to determine if the case is ready for resolution. For example, we may review the messages sent between the buyer and seller through Voomly Messages. Depending upon the nature of the case, resolution may not be proper at that time. For example, if the item is still in transit, we may ask the buyer to wait.
If the case is ready to be resolved, Voomly will contact the seller about the case. The seller will have up to 7 days to respond to the case. There may be circumstances that warrant Voomly's acceleration of the resolution of the case, but buyers and sellers retain the right to appeal the decision as provided for in this Policy. If the case is based on an item not received case, then a resolution would include:
Responding to the case by providing proof of delivery (for items valued over $250, we also require signature confirmation)
Coming to an agreement with the buyer to resend the item or a replacement item or refunding the buyer the full cost of the item (including any applicable sales tax).
A buyer may file an item not received case, and Voomly may first attempt to resend the item, and if this is unsuccessful, refund the buyer and receive reimbursement from the seller as stated in the Voomly Buyer Protection Policy.
If the case is based on an item not as described case, the resolution would include:
Responding to the case by providing proof to Voomly that the item was described accurately and consistently throughout the listing and all associated communication (for example, providing documentation that supports "original," "first edition," or similar claims)
Agreeing to add additional subscription time to the buyer's account, if this is what the buyer prefers
Refunding the buyer up to the full cost of the item (including any applicable sales tax)
Unless resolution of the case is accelerated, after 7 days, Voomly will check with the buyer to see if they are satisfied. If the buyer is satisfied, the case is closed. If we don't hear back from the buyer within an appropriate time, we won't refund them or hold the seller accountable for the transaction. If the buyer is still working with the seller or does not respond, we'll check back in another week.
If the buyer informs Voomly that no resolution has been reached, Voomly will review the case. We may review the listing, questions and answers in the listing, any communications between the buyer and seller, and other relevant information.
If we find an item not received case in the buyer's favor, Voomly will refund the full cost of the item (including any applicable sales tax) to the buyer.
Refunds will be made via credit card. In the unlikely event we are unable to send a refund in this way, we may provide refunds by voucher or coupon redeemable for purchases on Voomly.
If the seller resolves the case by refunding the buyer after the case is opened but before the buyer contacts Voomly further, Voomly will credit the seller's final value fee for the sale automatically. If the buyer did not pay using PayPal, we'll confirm the refund with the buyer before returning the final value fee to the seller. The insertion fee and other fees will not be refunded. For cases in which a determination is made against the seller by Voomly (a seller unresolved case), the seller will not receive a refund of his or her PayPal or Voomly fees associated with the transaction.
There may be times when Voomly—in its sole discretion—opts to reimburse the buyer without any impact on the seller.
Reimbursement from sellers
We require Voomly sellers to comply with our resolution process. Sellers permit us to make a final decision, in our sole discretion, on any case that a buyer opens with Voomly under the Voomly Buyer Protection Policy. For seller unresolved cases, we will refund the buyer for the full cost of the item (including any applicable sales tax), and we will require the seller to reimburse us for the amount due the buyer. Without limiting the foregoing, sellers may not have to pay a reimbursement for a Voomly case if they provide the documentation (for example, delivery confirmation or proof that the item was as described) indicated in the section above. Other requirements for sellers:
Sellers agree to allow us to remove funds from their Voomly accounts for amounts due to Buyers.
Where there are insufficient funds in Voomly accounts, we will require another reimbursement method.
Sellers agree to allow us to charge the payment method they designate for amounts due to Buyers.
Fraudulent charges not covered
Fraudulent charges to a credit card are not covered by the Voomly Buyer Protection Policy. If you notice any charge on your credit card that you did not authorize, please email firstname.lastname@example.org Fraudulent charges made through your credit card should be resolved with your credit card company.
What happens if a buyer believes an item is not authentic?
Items that are suspected of being counterfeit are covered by the Voomly Buyer Protection Policy, subject to the above and these additional terms:
Sellers and buyers must work together in good faith during the resolution process to satisfy buyer concerns that an item may not be authentic. For example, sellers should provide the buyer with appropriate documentation or other assurances that the item is authentic, if such information is available.
If the seller is not able to satisfy the buyer's concerns about the authenticity of an item, Voomly will investigate the messages in question. Due to the unresolved dispute regarding the authenticity of the item, sellers must not later list, advertise, or offer for sale the item on any Voomly site or service around the world (including our subsidiaries, joint ventures, and other members of the Voomly corporate family).
Generally, buyers will not be obligated to provide third-party confirmation that an item is counterfeit to open a case. We reserve the right to accept this written confirmation directly from other reliable third parties.
When Voomly is responsible for non-delivery of messages or digital items:
In the rare event that Seller's messages do not reach the buyer because of an error, downtime or other issue that Voomly has determined that Voomly was at fault for, Voomly will resend all messages, and digital items to the buyer at no additional cost. Voomly may, at its sole discretion, add time to the buyer's subscription at no cost to the buyer and with no compensation for the seller.
When Buyer is responsible for non-receipt of messages or digital items:
Voomly and Voomly Sellers are not responsible for non-delivery as a result of user-error on the part of the buyer, spam-filtering by buyer email provider/client, or any other message blocking/routing issues caused by buyer or buyer's service providers or software. Voomly will attempt to resend any messages or digital items once buyer has notified Voomly that the issue has been resolved.
Covered cases that meet the above conditions and are not excluded under the Voomly Buyer Protection Policy may be considered as criteria, infringement, or a violation by the seller of our prohibited and restricted items or encouraging infringement policies. As a result, we may impose sanctions on the seller, up to and including suspension of the seller's account.