After You’ve Opened a Case on MillionDollarVillas Luxury Shop
Once you’ve opened a case, you and the seller can use the Chat system to communicate about and resolve any issues with your order.
For information on how to open a case, please check out this Help Page.
If a Case Is Unresolved
After you’ve opened your case on MillionDollarVillas Luxury Shop, it is up to you to communicate with the seller in the case log.
MillionDollarVillas Luxury Shop will never intervene until at least one week has passed and you have escalated your case for our review.
Once your case is escalated for review, MillionDollarVillas Luxury Shop will make a final decision favoring either the buyer or seller.
All mediation by MillionDollarVillas Luxury Shop will be done in the case log, so it is imperative that you disclose the current status of your order in the case. Having all information from you and the seller in the case log will make it easier and faster for us to assist you.
To help an escalated case reach a conclusion, MillionDollarVillas Luxury Shop may ask you or the seller to provide receipts, third party evaluations, police reports, or anything else that may be required to resolve the case. MillionDollarVillas Luxury Shop retains full discretion to make a final decision in favor of the buyer or the seller based on any criteria that MillionDollarVillas Luxury Shop deems appropriate. In the unlikely event that a case remains unresolved for more than 365 days, it is considered to be a late delivery. The seller must issue a full refund to the original payment method before MillionDollarVillas Luxury Shop may reconsider the seller’s account status.
In the event that MillionDollarVillas Luxury Shop makes a final decision in favor of the buyer or seller, each party must comply with MillionDollarVillas Luxury Shop’s decision.
Sellers should specify their return policies in their shop policies, including what is expected of both sides of the transaction in the event of a dispute. This includes who will pay for original shipping and/or return shipping, if it applies.
When a Case Can Be Closed
- The buyer and seller communicate directly and reach a resolution, and the buyer closes the case.
- The item(s) is delivered (for a Non-Delivery case).
- The seller issues a refund in full or as detailed in their shop policies.
- The seller provides proof of shipment or delivery (for a Non-Delivery case) or the transaction otherwise qualifies for the Seller Protection Policy.
If MillionDollarVillas Luxury Shop determines that an item is not as described, the seller will be required to refund the original shipping and return shipping, in addition to the cost of the item.
MillionDollarVillas Luxury Shop may issue a refund to the buyer from the seller’s Shop Payment Account to resolve a dispute if:
- An eligible transaction is completed using Direct Checkout, MillionDollarVillas Luxury Shop’s payment system.
- And if the seller does not qualify for Seller Protection.
If there are insufficient funds available in the seller’s Shop Payment Account, MillionDollarVillas Luxury Shop may charge the payment source on file for the seller to cover the refund.
If an eligible transaction is completed by submitting payment directly to the seller’s PayPal account, a separate claim for a refund may need to be filed.
Please note: Third party processors may have a different filing time frame than MillionDollarVillas Luxury Shop’s case system.