YuTU Dispute Resolution Policy for Users

Updated June 2024

At YuTU, we are committed to fostering a safe and trusted community, both online and IRL, for all our users. We understand that disputes may occasionally arise between buyers and sellers. This Dispute Resolution Policy outlines the process for resolving such disputes in a fair, transparent, and efficient manner.

Resolving Disputes Through Negotiation

Before reaching out to YuTU support for assistance with a dispute, we encourage users to consider the following tips for attempting to resolve issues directly with the other party involved.

  1.     Open Communication. Start by initiating a respectful and open conversation with the other party. Misunderstandings can often be resolved through clear communication.
  1.   Be Patient. Give the other party time to respond. Rushed conversations may escalate tensions and hinder resolution. If possible, speak in person or on the phone, rather than in back and forth messaging. 
  1.     Stay Calm and Polite. Maintain a calm and polite tone during your interactions. Courtesy can go a long way in resolving conflicts.
  1.   Gather Evidence. Collect relevant information and evidence to support your position. This may include order details, messages, photos, or any documentation related to the transaction.
  1.     Understand the Issue. Ensure both parties have a clear understanding of the dispute’s root cause and what is at stake.
  1.     Negotiate Fairly. Be open to compromise and consider mutually beneficial solutions. Seek win-win outcomes whenever possible and don’t let pride get in the way! 
  1.   Propose Solutions. Offer practical solutions that can address the dispute, such as a partial refund, replacement, or return.
  1.   Set Clear Agreements. If both parties agree on a resolution, clearly outline the terms and expectations to avoid future misunderstandings.
  1.   Document Agreements. If an agreement is reached, document it in writing, confirming the resolution details. This can serve as a reference if needed.
  1. Give Feedback. After the dispute is resolved, provide feedback and reviews for each other that reflect the resolution process. Always be fair and don’t be tempted to be vindictive! 
  1. Allow Time for Resolution. Understand that some issues may take time to resolve. Give the other party reasonable timeframes to take corrective action.
  1. Seek Assistance if Needed. If direct negotiations are not successful, then consider involving YuTU support by initiating a dispute resolution request. Our team is here to assist when communication reaches an impasse.

Contacting YuTU

If you are unable to resolve the issue as either a buyer or a seller, then please contact YuTU through the appropriate channel. To do this, follow these steps:

Go to hamburger menu (top RHS of home feed) > tap Settings > tap More info and support > tap Contact us > tap Contact support about a marketplace dispute. 

We aim to contact you to help you resolve the dispute within 48 hours. 

How YuTU handles disputes 

  1. Dispute Initiation:
  • Disputes may be initiated by either the buyer or the seller within a defined time frame after a transaction or whilst it is ongoing. 
  • Disputes should be initiated through the YuTU platform (via the Contact us menu) by providing detailed information about the issue and any relevant evidence. 
  1. Timeliness:
  • Clear timeframes for each stage of the dispute resolution process, including response times from YuTU and resolution deadlines, will be provided to users to set clear expectations.
  1. Communication:
  • We encourage both parties to communicate openly and respectfully to resolve disputes amicably before initiating a formal dispute.
  • Users should keep records of their communications.
  • Disputes cannot be initiated until after a reasonable period of time has passed since the transaction to allow for communication, and YuTU will encourage prior communication between parties in all cases. 
  1. Escalation to YuTU:
  • If a dispute cannot be resolved between the parties involved, it can be escalated to YuTU for mediation.
  • YuTU will review the dispute details and evidence provided by both parties.
  • We kindly ask buyers not to request chargebacks from their bank or credit card company until they have first attempted to negotiate with the seller and then contacted YuTU for assistance. Inappropriate chargebacks can result in protracted communications and work for all parties. 
  1. Mediation and Appeals:
  • YuTU will act as a neutral mediator to help facilitate communication and understanding between the buyer and seller.
  • Users have the right to appeal a dispute resolution decision, and we will give clear guidelines on the appeal process.
  1. Resolution Options and Criteria:
  • Based on the facts and evidence presented, YuTU may recommend resolutions, and the criteria used for these decisions will be transparent.
  • YuTU will specify the circumstances under which a full or partial refund may be granted or funds released to the seller.
  1. Review and Feedback:
  • Reviews related to the dispute resolution process will be collected from both the buyer and the seller.
  • Users are encouraged to provide constructive feedback on how the dispute was handled.
  • Reviews should include a rating and comments on the dispute resolution process.
  1. Review Publication:
  • Reviews will be published on the respective user profiles and transaction history.
  • Reviews related to dispute resolution will be clearly marked as such.
  • Reviews should not be published until the dispute is fully resolved.
  1. Abuse Prevention:
  • YuTU reserves the right to take action against users who frequently abuse the dispute resolution process or leave dishonest reviews. This may include account suspension.
  1. Confidentiality and Data Handling:
  • All information related to the dispute, including communication, evidence, and resolution details, will be handled confidentially and in accordance with our privacy policy.
  1. Continuous Improvement:
  • YuTU is committed to continuously improving the dispute resolution process based on user feedback and evolving industry best practices. YuTU aims to enhance the clarity, fairness, and effectiveness of our dispute resolution policy and promote trust and confidence among its users.

The YuTU Appeals process

At YuTU, we understand that users may sometimes feel that a dispute resolution decision was not fair or adequate. To ensure transparency and fairness, we offer an appeals process:

  1. Right to Appeal: 
  • If you believe the resolution of your dispute was unfair or insufficient, you have the right to appeal the decision within 14 days of receiving it.
  1. Initiating an Appeal: 
  • To initiate an appeal, follow these steps:
  • Go to hamburger menu (top RHS of home feed) > tap Settings > tap More info and support > tap Contact us > tap Appeal a dispute resolution decision.
  • Alternatively, email us at [appeals email address] with the subject line “Dispute Resolution Appeal”.
  1. Required Information: 
  • When submitting your appeal, please include:
  • Your name, user ID, and contact information.
  • Details of the original dispute, including the Dispute ID and the initial resolution provided.
  • A clear explanation of why you believe the resolution was unfair or inadequate.
  • Any additional evidence that supports your case.
  1. Review Process: 
  • Our dedicated review team, separate from those who handled the initial dispute, will thoroughly review your appeal and any new evidence provided. We aim to provide a decision within 14 days of receiving your appeal.
  1. Possible Outcomes: 
  • The appeal decision may:
  • Uphold the original resolution.
  • Modify the resolution.
  • Overturn the decision and provide a new resolution.
  1. Final Decision and Feedback: 
  • The final decision will be communicated to both parties, and you will be encouraged to provide feedback on the appeals process to help us improve.
  • We are committed to ensuring a fair and transparent dispute resolution process for all our users.