CUSTOMER SUPPORT POLICY

Customer Support is handled in line with MeChat Customer Service Policy. 

Similar to Amazon, if MeChat find that any transaction violates this policy or is otherwise illegal, unsuitable, or results in an unacceptable customer experience, we may take any corrective action that we deem appropriate.

If you are a buyer and believe that a merchant has not complied with this Policy, please use the concierge button to inform us.

Customer Service Information

Sellers must post customer service information on the product details page, to include: 

• customer service address,
• phone number or email address

Sellers should respond to communication from a buyer within one business day. In addition, any links, data, or media provided by Sellers are for informational purposes only, and MeChat does not warrant the accuracy of any information provided in these links.

If you supply a product in violation of the law or any of MeChat’s policies, MeChat will take corrective actions, as appropriate, including but not limited to immediately suspending or terminating selling privileges, revoking Digital Wallet access, destroying inventory in our and partner fulfillment centers without reimbursement, returning inventory, terminating the business relationship, and permanent withholding of payments. The sale of illegal or unsafe products can also lead to legal action, including civil and criminal penalties.

Condition of Items

Sellers must clearly display an item's condition on their Storefront’s product detail page “IF” the item's condition is not "new". Please note that MeChat only considers an item to be new if:

1. item is unused and unopened in its original packaging,
2. all original packaging materials included,
3. the original protective wrapping, if any, is intact; and
4. the original manufacturer's warranty, if any, still applies.

Refurbished

If a product has been professionally inspected, cleaned, restored and repaired to meet manufacturer specifications it is considered refurbished. Refurbished items does not have to be in its original packaging; however, either the manufacturer's or refurbisher's warranty must apply and be clearly stated.

All Refurbished items will be classified as:

1. Used – Like New:
   1. An apparently untouched item in perfect condition.
   2. Original protective wrapping may be missing, but the original packaging is intact and pristine.
   3. There are absolutely no signs of wear on the item or its packaging. Item is suitable for presenting as a gift.
2. Used – Very Good:
   1. A well-cared-for item that has seen limited use but remains in great condition.
   2. The item is complete, unmarked, and undamaged, but may show some limited signs of wear.
   3. Item works perfectly.
3. Used – Good:
   1. The item shows wear from consistent use, but it remains in good condition and works perfectly.
   2. It may be marked, have identifying markings on it, or show other signs of previous use.
4. Used – Acceptable:
   1. The item is fairly worn but continues to work perfectly.
   2. Signs of wear can may have aesthetic issues such as scratches, dents, and worn corners.
   3. The item may have identifying markings on it or show other signs of previous use.

Receipt for purchases

MeChat automatically generates and emails invoices and receipt of confirmation of a transaction. All confirmation documentation (email or physical) to the buyer for their purchase will include:

• the date of purchase,
• the total purchase amount, including shipping and taxes, the shipping address,
• if the item was shipped, and
• for each item purchased
• a description of the item,
• the condition of the item if it is not new,
• the price of the item, and
• the quantity purchased.

Charging after fulfillment

MeChat receives payments upfront and is placed in a HOLDING ACCOUNT, until the order is closed, resolved, or other official mechanisms used to resolve a dispute. Once an order is resolved/closed, MeChat will release funds to the appropriate party.

MeChat considers physical goods to be fulfilled when they are shipped. We consider digital goods and services to be fulfilled when they are delivered to the buyer.

Digital Environment Privacy Policy

Sellers must post a Privacy Policy on their News Desk as required by applicable law and comply with the terms of that policy. The policy should disclose what type of information you collect, how it is used, and whether or not you share the information with third parties. 

In addition, if seller’s digital property has any portion that is targeted to children, you must comply with the Children's Online Privacy and Protection Act (COPPA). Sellers must also provide your non-members buyers an option to opt-out of marketing communication during checkout.

• MeChat’s KYC Registry: https://mechat.us/gossip/mechats-central-kyc-registry
• ANTI-MONEY LAUNDERING (AML) PROCEDURES: https://mechat.us/gossip/anti-money-laundering-aml-procedures
• KYC/AML: https://mechat.us/gossip/mechat-kycaml
• CDD RISK PROFILES: https://mechat.us/gossip/mechat-cdd-risk-profiles
• KYC/AML DOCUMENTS REQUIRED: https://mechat.us/gossip/kycaml-documents-required
• CONFIRMING PHYSICAL ADDRESS: https://mechat.us/gossip/confirming-physical-address
• CONFIRMING KEY PERSONS: https://mechat.us/gossip/confirming-key-persons
• DIGITAL WALLET OPENING PROCESS FOR INDIVIDUALS: https://mechat.us/gossip/mechat-digital-wallet-opening-process-for
• CUSTOMER SUPPORT POLICY: https://mechat.us/gossip/customer-support-policy
• MECHAT SHIPPING POLICY: https://mechat.us/gossip/mechat-shipping-policy
• MECHAT RETURN & REFUND POLICY: https://mechat.us/gossip/mechat-return-refund-policy
• MeChat Restricted Products: https://mechat.us/gossip/mechat-restricted-products
• CHARGE BACK AND FRAUD DETECTION SYSTEM: https://mechat.us/gossip/charge-back-and-fraud-detection-system