Market Disputes Policy Update (UPDATED)

Up to now all disputes around products in BoonEx Market have been treated as a free-form information source for further "custom" administrative actions. As you may guess, this is very ineffective in terms of attracting respondents attention.

So, starting today, we will be treating disputes differently:

1. Once a dispute is open, the product in question may be suspended by admin or moderator until dispute is positively resolved.

2. When dispute is mediated, admins and moderators will always try to force "30 refund" policy, unless it's a service. So, if negotiations are stuck, we'd expect vendors to issue a refund, since this makes a good business practice.

3. If dispute is around a service, and can not be resolved we will again resort to "custom" solutions, so we request moderators to submit a ticket with forum link if BoonEx attention is required. 

I hope that vendors would take this update as a good news, since we would all benefit from an improved image of BoonEx Market products and services quality and support.

UPDATE

Now that Moderators asked for further clarifications:

1. Reasons for suspension

From our own experience with PayPal disputes and some of the older disputes at Unity is seems very difficult to set our a standard procedure for figuring "reasons". So, the best we can do is to rely on Moderators to do what we did - go by common sense and your own opinion. Even if someone wouldn't like it. It should be possible to see by the nature of the complaint if the product in question must be suspended to either prevent further issues or attract vendor's attention.

2. Forcing 30-day refunds

Again, this isn't a hard rule... think of it as of a "BoonEx opinion" guideline, when in doubt about performing moderation actions. In most situations, if Client isn't happy and Vendor can't convince them to withdraw the dispute - Vendors are advised to return the money. We do this too, and believe it's a good business practice that actually saves a lot of time and money. We expect Vendors to understand and appreciate such approach as well. Win a customer, not a sale.

3. Outline on 'what' constitutes a dispute 

I suggest that Moderators start a topic in Disputes forum and collaborate on the final definition, procedure and guidelines. Once it's done - we'll sticky it and will link to it from Dispute-posting form.

NB

For those wondering... Moderators and SuperModerators aren't being paid by BoonEx for doing what they do. We get their help and time for occassional "thank you"s and that's it. I also wonder why they do it and can't stress enough on how much we appriciate their involvement.