Dispute Management

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Sellers are expected to package their lots with reasonable care and protection. However, accidents may occur during transit that are beyond the seller’s control.

If a dispute mediator determines that the loss or damage occurred in transit through no fault of the seller, the Platform will assist the buyer in pursuing a claim with the carrier. In such cases, the seller will not be required to issue a refund, though sellers are encouraged to take all possible precautions in future shipments.

Dispute timelines may vary depending on the nature of the issue, but the general schedule on HuoAnan is:

  • Buyer submission: Claims must be filed within 2 calendar days of delivery, along with supporting evidence (photos, videos, delivery receipts).
  • Platform review: Initial review within 3 business days of receiving the claim.
  • Mediation period: Up to 7 business days for buyer and seller to communicate, provide additional evidence, and seek a resolution.
  • Escalation: If unresolved within 15 business days, the case will be escalated to arbitration as defined in the HuoAnan Terms of Service.

HuoAnan strives to resolve disputes efficiently. Most claims are finalized within 10 business days. Complex cases involving additional evidence or arbitration may take longer, but parties will be updated throughout the process.

  • A buyer who is dissatisfied with an order may file a claim through the Platform or by emailing support@huoanan.com within the allowed timeframe.
  • A HuoAnan dispute mediator will request statements and evidence from both the buyer and the seller.
  • The seller will have the opportunity to accept responsibility and agree to issue a full or partial refund.
  • If no agreement is reached, the mediator may escalate the dispute to arbitration and make a binding decision.
  • During the dispute, funds related to the transaction will remain frozen in the HuoAnan account until the process is completed.

The following instances will not be accepted for mediation:

  • Claims submitted after the acceptance period (2 calendar days after delivery).
  • Issues that were clearly disclosed in the product listing (e.g., known defects, missing parts, salvage condition).
  • Transactions canceled by either buyer or seller prior to shipment.
  • Ancillary or indirect losses, including punitive damages, lost profits, inspection costs, or restocking fees.
  • Multiple claims filed by the same buyer on a single transaction.
  • Claims arising after a buyer has deactivated their account or initiated litigation outside the Platform.

A dispute qualifies for mediation if:

  • The goods received differ materially from the listing description in quantity, model, or condition.
  • The seller fails to ship within a reasonable timeframe after payment.
  • The goods are confirmed lost or damaged during shipping, and the seller is not at fault.
  • The buyer files the claim within 2 calendar days of receipt with sufficient evidence.
  • Any other claim supported by sufficient documentation, at the sole discretion of the Platform.

HuoAnan acts as a neutral mediator to help buyers and sellers reach an amicable solution.

  • If agreement is reached: the Platform will release or refund the corresponding funds accordingly.
  • If no agreement is reached: the mediator may act as arbitrator and make the final decision.
  • Funds will remain frozen in the HuoAnan account until the dispute is closed.
  • Both parties are expected to respond promptly; failure to respond may result in the dispute being closed or decided in favor of the other party.
  • Buyers must file claims within 2 calendar days of delivery. Claims submitted after this period will not be accepted.
  • Disputes will not be accepted for issues that were clearly disclosed in the product listing, or for indirect or incidental losses (e.g., inspection fees, restocking costs, lost profits).
  • Once a transaction is closed and funds are released, the case cannot be reopened unless required by applicable law or regulatory authorities.
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