Dispute Process
The dispute process is a sequence of steps that we ask all members to follow to resolve problems as quickly as possible. Our aim is to make sure that you have an enjoyable and positive experience on Bigwardrobe.com. Most disputes arise from simple misunderstandings between members and consequently, we can normally resolve disputes quickly.
Before you start
Early and honest communication is the best way to solve the majority of problems. Be as proactive as possible.
Communicate NOW!
Reach out to your fellow member by email or phone (their contact details are available in the ‘Completed’ section of My Wardrobe). Address the problem right away to prevent the issue from becoming more complex, which is harder to resolve. Always keep it polite and professional!
Postal Service
If an item is lost or damaged in the post, you should contact the postal company directly to learn about the type of coverage they provide. Also, is there proof of postage (e.g. a receipt)? The postal company may be able to use this information to track the consignment.
Credit Card Company
If you paid for an item with a credit card and you did not receive it, contact your credit card company and ask about their protection services. Most credit card companies provide 100% online protection.
Please be Patient!
Some people may not be available right away (e.g. they might be on holiday). Give your fellow member the benefit of the doubt and please be patient. Remember: 99.9% of people are genuine and honest.
Keep Records of Everything
Do everything in your power to resolve the dispute yourself but also keep records of all communication in case you need to reply on it later.
How the Dispute Process Works
Step 1
Please register your dispute by clicking the 'Dispute' link in your Offers Agreed page in the Account area.
Please make sure you click the dispute link that refers to the trade you are disputing.
Step 2
The Bigwardrobe.com team will review each case individually. We will cross reference your comments with the records on our database. If required, we will also contact both parties to seek further clarification of the circumstances surrounding a dispute. We aim to do this within 48 hours of receiving a dispute submission.
Step 3
Most disputes do not reach this stage. However, if Bigwardrobe.com is unable to resolve the dispute with the agreement of both parties, we will make a final decision on the outcome internally. This can result in accounts being deactivated, police investigations and liaison with other fraud protection agencies.