1
Purpose
This policy sets out how JY Store helps resolve disputes between buyers and sellers, so both sides are treated fairly and decisions are based on evidence.
Dispute Resolution
Dispute Resolution Policy
A fair, evidence-based process for buyers and sellers when an order issue cannot be resolved directly between the two parties.
Verified Sellers
Secure Payment
EN / 中文 / BM
Updated: 4 July 2026
2
When to open a dispute
Try to resolve the issue with the seller first. If there is no agreement within a reasonable time, you can escalate to JY Store support.
3
The process
A dispute follows clear steps.
- Submit your case with a description and evidence
- The other party is given a chance to respond
- JY Store support reviews the facts and evidence
- A decision on platform actions is communicated to both sides
4
Evidence that helps
Clear records lead to fair decisions.
- Photos and videos of the item and packaging
- Courier proof and tracking history
- Order records and full chat history
5
Platform review and decisions
JY Store may decide platform actions such as refund, replacement, partial refund, store credit, release or hold of funds, or rejection. Decisions are made in good faith based on available evidence.
6
Fraud and abuse
Fake claims, manipulated evidence, threats or abusive behaviour are taken seriously and may result in warnings, order cancellation, payout holds or account restrictions.