- Categories of Disputes and Resolution Mechanisms
- (a) Order Fulfilment and Delivery Disputes
- (b) Product Quality, Condition, or Authenticity Disputes
- (c) Return, Refund, and Replacement Disputes
- (d) Payment, Settlement, and Chargeback Disputes
- (e)Seller Compliance and Policy Violations
- (f) Listing, Pricing, and Content Disputes
- (g) Logistics and Shipping Disputes
- (h) Regulatory and Legal Disputes
Categories of Disputes and Resolution Mechanisms #
(a) Order Fulfilment and Delivery Disputes #
Nature of Disputes: #
Non-delivery, delayed delivery, partial delivery, or incorrect delivery.
Resolution Mechanism: #
LX INDIA shall review order details, shipment data, and delivery confirmations available on the platform. Sellers may be required to provide dispatch or delivery proof. Based on the review, LX INDIA may facilitate a refund, replacement, or re-dispatch in accordance with applicable platform policies.
(b) Product Quality, Condition, or Authenticity Disputes #
Nature of Disputes: #
Products not matching descriptions, damaged or defective items, or concerns regarding authenticity.
Resolution Mechanism: #
Buyers may raise complaints through the platform within the prescribed timelines. Sellers are required to respond and cooperate by providing relevant explanations or documentation. LX INDIA may request supporting evidence and, based on its review, facilitate appropriate remedies such as return, replacement, refund, or corrective action against the seller.
(c) Return, Refund, and Replacement Disputes #
Nature of Disputes: #
Disagreements regarding return eligibility, refund delays, or replacement requests.
Resolution Mechanism: #
Disputes shall be assessed strictly in accordance with the LX INDIA Return and Refund Policy. Approved refunds shall be processed through the original payment method within the timelines prescribed under platform policies. However, the actual time taken for the refunded amount to be credited may vary depending on banking processes, payment gateway settlement cycles, public holidays, or other operational factors beyond the platform’s direct control.
(d) Payment, Settlement, and Chargeback Disputes #
Nature of Disputes: #
Incorrect settlement amounts, delayed payouts, or payment reversals.
Resolution Mechanism: #
LX INDIA shall review transaction records, settlement statements, and applicable deductions. Seller settlements may be temporarily withheld in cases involving disputes, chargebacks, or regulatory requirements, and shall be released upon resolution in accordance with platform policies.
(e)Seller Compliance and Policy Violations #
Nature of Disputes: #
Failure to provide required licenses, documentation, or repeated policy violations.
Resolution Mechanism: #
Sellers may be required to submit clarifications or corrective documentation. Depending on the severity and frequency of non-compliance, LX INDIA may restrict listings, suspend seller accounts, or terminate access to the platform.
(f) Listing, Pricing, and Content Disputes #
Nature of Disputes: #
Incorrect pricing, misleading product information, or improper categorisation.
Resolution Mechanism:
LX INDIA reserves the right to modify, suspend, or remove listings that do not comply with platform standards. Sellers will be notified and may be required to rectify the issues to restore listings.
(g) Logistics and Shipping Disputes #
Nature of Disputes:
Lost shipments, transit damage, or tracking discrepancies.
Resolution Mechanism: #
LX INDIA may coordinate with sellers and logistics partners to investigate the issue. Resolution may include refunds, replacements, or claim processing as per applicable policies.
(h) Regulatory and Legal Disputes #
Nature of Disputes: #
Consumer complaints, food safety issues, or regulatory notices.
Resolution Mechanism: #
LX INDIA shall cooperate with competent authorities and may require sellers to furnish information or documents. Listings or seller access may be restricted to ensure regulatory compliance.
