This Refund and Dispute Resolution Policy defines the formal procedures for submitting, investigating, and resolving product quality claims, damaged or incorrect shipments, and failed order pooling scenarios on ChinaDolphins.
1. Dispute Initiation & Evidence Submission
After an applicable order reaches the verified delivery stage, the Buyer may initiate a quality or non-conformity dispute directly within their Buyer Dashboard.
To substantiate a claim, the Buyer must provide relevant supporting documentation, including:
- High-resolution photographs of defective units and packaging labels.
- Unboxing or warehouse receiving video footage demonstrating condition upon arrival.
- Clear technical description of discrepancies relative to approved specifications or samples.
- Independent third-party inspection report (where available or requested for high-value claims).
The Buyer may formally request a partial refund, full refund, or re-production/replacement credit.
2. Sourcing Agent Review (72-Hour SLA)
Upon submission, the dispute dossier is automatically dispatched to the assigned verified Sourcing Agent for immediate review.
- The Sourcing Agent is bound by a strict 72-hour Service Level Agreement (SLA) to respond.
- The Agent may:
- Accept the claim: Authorizing the requested compensation.
- Propose a mutual settlement: Offering an alternative partial credit or repair allowance.
- Contest the claim: Submitting pre-shipment QC reports, factory testing logs, or proof of proper dispatch.
3. ChinaDolphins Admin Arbitration
If the Buyer and Sourcing Agent are unable to reach a mutually satisfactory resolution within the initial response window, the dispute is escalated to the ChinaDolphins Compliance & Arbitration Panel.
The Arbitration Panel performs an objective audit of all available records, including:
- Buyer-submitted evidence and damage logs.
- Pre-shipment Quality Control documentation and factory sign-off sheets.
- On-platform messaging history and specification changes.
- Carrier shipping manifests, Bill of Lading, and customs inspection records.
The decision rendered by ChinaDolphins Administration constitutes the platform's final internal determination.
4. Dispute Resolution & Settlement Direction
Depending on the arbitration outcome and the transaction milestone state, resolution may encompass:
- Direction to the approved third-party payment provider to initiate a partial or full refund to the Buyer's original payment method in accordance with provider rules.
- Adjustment of pending Agent commission allocations for future settlements.
- Withholding administrative milestone authorization for supplier disbursements under the applicable payment workflow.
- Account restrictions or blacklisting for habitual non-compliant suppliers.
ChinaDolphins does not operate an escrow account or provide banking services; actual refund execution is performed by the designated third-party payment provider in accordance with its operating procedures.
5. Failed Order Aggregation Pools & Refunds
A failed aggregation pool is distinct from a quality dispute:
- If an Order Aggregation cycle does not reach the required Factory Minimum Order Quantity (MOQ) prior to the published pool deadline, the aggregation cycle automatically closes without entering manufacturing.
- Any pre-authorized or collected Buyer funds are released or refunded in full through the approved payment provider according to applicable payment rules (ACH, SEPA, Wire) without platform penalty.