Refund / Dispute Policy

This policy explains how concerns about eligible BeanJars orders are reported, reviewed and resolved. It distinguishes a buyer-seller dispute from a return shipment, a payment-provider process and a carrier compensation claim. BEANJARS MARKETPLACE SDN. BHD. operates the marketplace; the seller supplies the listed goods. Our process does not replace statutory consumer rights or the legal obligations of the seller, operator or relevant provider.

1. Scope and the meaning of protection

Buyer Protection applies to eligible orders using supported BeanJars checkout and the applicable supported fulfilment process. It provides a route to report concerns and obtain a review under this policy. A listing, chat, payment screenshot or privately transferred deposit does not by itself establish a protected order. Keep the actual order and payment references so the transaction can be identified.

The Buyer Protection badge appears on listings in the marketplace's shippable categories. It indicates the listing's transaction category, not automatic approval of every item or payment arrangement. Actual eligibility depends on the order. The 🤝 Meet-up badge identifies the direct listing model; an arrangement made privately between the parties is not converted into a supported protected order by their use of BeanJars to make contact.

Current Meet-Up transactions involve payment directly from buyer to seller outside BeanJars-supported checkout. Such private payments are not automatically covered by the shipping-based 240-hour Buyer Protection scheme. BeanJars does not hold these payments or operate seller payouts for them. This distinction does not remove applicable statutory consumer rights, contractual obligations or the ability to report fraudulent or prohibited marketplace activity.

2. The people and stages involved

The buyer is the person making the purchase, and the seller is the supplying party. A case is the recorded concern requiring review. Return authorization identifies the goods and approved steps for returning them. A refund decision determines an appropriate remedy; refund execution is the separate process of carrying out the payment instruction. A provider or bank may then need time to reflect the credit.

A delivery event records a shipment occurrence reported by the delivery provider. The time of that occurrence is distinct from when a message is received or processed. These distinctions matter when reviewing evidence, calculating a deadline or explaining why an approved remedy has not yet appeared in an account. Do not treat a status label alone as proof that funds have moved.

3. Buyer Protection: 10 full days

For eligible covered orders, Buyer Protection lasts 10 full days (240 elapsed hours) from the actual physical delivery occurrence time established by trustworthy evidence. An accepted, verified delivery-provider Delivered event may establish that occurrence; other delivery evidence requires review. Receipt, processing or later updating of a record does not by itself establish or replace the starting time. Submit an eligible concern before the applicable deadline and keep evidence of submission.

For example, delivery at 10:30 am on 1 October produces a deadline of 10:30 am on 11 October, in Malaysia time. A report must be submitted before that due time. Your own confirmation of receipt is a separate fact and does not silently replace the provider's delivery occurrence. A delivery photograph, signature or location record can support review but is not a universal condition for seller payment.

4. Missing, late or disputed delivery information

If delivery evidence is missing, unreliable, disputed or inconsistent with a displayed deadline, contact contact@beanjars.my with the order and tracking references. BeanJars will review the evidence and confirm the applicable deadline. A seller-entered delivery status, receipt confirmation or automated deadline is not by itself a reason to shorten the 240-hour protection. Until a reliable delivery occurrence is established, expiry based only on such a record will not be used to deny the protection or authorize seller payout.

If you could not submit a report because of a platform fault or another material obstacle, contact support promptly and preserve evidence of the attempted action and problem. An assertion of an obstacle is not an automatic extension, but it should be assessed rather than ignored. The protection period governs this platform process; it does not extinguish statutory rights. A timely existing case does not disappear merely because the reporting window subsequently expires.

5. Order not received or seller not fulfilling

Report an order that has not arrived, a seller who cannot supply the goods, or a failure to hand the parcel to the courier. You do not need to wait for a Delivered record to raise non-delivery. Identify what was promised, the latest tracking information and communications with the seller. A shipping label alone does not prove collection, and an expected delivery estimate is not proof of actual arrival.

The seller should provide relevant fulfilment and handover evidence, including an explanation of any delay or inability to supply. BeanJars may need information from the delivery or payment provider before determining the appropriate outcome. Do not invent a delivery confirmation to start a protection clock or create a cancellation by repeatedly opening unrelated cases. The remedy depends on the facts, agreed obligations and applicable rights, rather than an assumed automatic refund after an unspecified number of days.

6. Delivery recorded but receipt disputed

If tracking says delivered but you have not received the parcel, check reasonable possibilities such as an authorized recipient or the stated delivery location without delaying your report. Explain who was authorized to receive it and why the record appears wrong. Do not publish a courier's private details or confront another household based solely on an uncertain location image.

Relevant evidence may include tracking, delivery photographs, signatures, location records, address information and explanations from the parties or provider. No single type of evidence automatically resolves every case. A photograph of a doorway may require context, and a signature may need to be linked to the correct consignment. BeanJars will assess the transaction concern separately from any provider claim and will not treat a disputed scan as an unquestionable account of receipt.

7. Wrong item, quantity or missing components

Describe exactly how the received goods differ from the order. Identify the affected item, quantity, model, size or variant, and distinguish a missing accessory from an accessory that was never included in the listing. Photograph the goods and relevant packaging or labels, and retain the order description and seller's material answers. Where an order has several items, identify which parts are affected.

The seller should explain the picking, packing and dispatch records and any agreed variation. A partial shortage does not automatically justify refunding the entire order, but a missing essential component may materially affect the product's usefulness. Possible remedies should address the actual shortfall and applicable rights. Do not send substitute items or promise a separate payment without making the proposed resolution clear and recording the buyer's agreement where agreement is required.

8. Damage, defects and material description differences

Report damage, non-functionality or a material difference from the listing with an explanation of the expected and actual condition. Distinguish disclosed wear on a used item from an undisclosed defect. Reasonable inspection is permitted; extensive use, modification or attempted repair can change the evidence and may affect the available remedy. Explain any action already taken instead of concealing it.

Keep packaging and original photographs where safe. An unboxing video can assist but is not the only evidence capable of supporting a valid concern. A seller should provide relevant condition and packaging records rather than dismiss a complaint solely because a video is unavailable. Review considers the description, condition, timing, use and evidence. It must also preserve any mandatory consumer remedy that cannot be excluded by a seller's general disclaimer.

9. Counterfeit, unlawful or unsafe goods

Explain the basis for a concern about authenticity, legality or safety. Provide identifying details, packaging, relevant expert or rights-holder information if available, and the listing's claims. A suspicion should be described as such; avoid presenting an unverified allegation as a concluded fact. The seller may be asked for provenance or applicable compliance evidence.

Do not continue using an apparently dangerous item merely to obtain more evidence. Do not mail hazardous, unlawful or carrier-prohibited goods back through an unsuitable service. Contact BeanJars for review of the appropriate remedy and safe handling, and seek competent safety advice where necessary. A refund-only resolution may be appropriate in some cases, but it is not automatic permission to retain, resell or dispose of disputed goods contrary to the law or a lawful instruction.

10. Cancellation and change of mind

Request cancellation as soon as the need becomes apparent and identify the order. The available action depends on fulfilment, payment and carrier status, the seller's obligations and applicable law. An uncollected parcel and a parcel already in transit are different situations. A cancellation request does not necessarily recall a shipment or instantly reverse a payment.

Change of mind is not by itself a promise of a free return under Buyer Protection. A seller's agreed return terms or applicable law may provide additional rights. Do not describe a preference change as damage to obtain a different remedy. Conversely, a seller must not call a genuine defect a change of mind merely to avoid responsibility. Refusing delivery without an agreed basis can create additional issues and should not be assumed to secure an automatic refund.

11. Making a clear report

Use the available order concern process or email contact@beanjars.my with the order reference, what happened, the affected goods, relevant dates and the remedy requested. Explain any immediate safety issue. A report received through either channel before the applicable protection deadline is timely even if acknowledgement or review occurs later. Keep your submission evidence. If the form is unavailable or rejects a deadline you believe is wrong, use the email channel promptly. Submit the evidence you reasonably have and identify further evidence still needed; do not wait for an unrelated carrier process to finish.

Keep communications factual and consistent. If you make a correction, explain it rather than deleting the earlier account to create a misleading record. Do not send passwords, verification codes or full payment-card details. Private identity information should be supplied only where relevant and through the appropriate channel. A clear initial report assists review, but it is not itself an approval of the claim or a commitment to a particular outcome.

12. Evidence from buyers, sellers and providers

Useful evidence can include the listing and order, payment references, messages, tracking, handover receipts, packaging, serial or model information, photographs, videos and documents supporting authenticity or condition. Keep originals where possible. Explain what each file shows, when it was created and how it relates to the order. Redact unrelated private information without altering the substance of relevant evidence.

Sellers should respond to the specific issue with relevant records and buyers should answer reasonable clarification requests. Provider records may need verification or contextual explanation. BeanJars may compare inconsistencies and seek additional information. Do not fabricate, materially alter, reuse misleading evidence from another order or coordinate false statements. A good-faith complaint is not abuse merely because the seller disagrees or the available evidence is incomplete.

13. Review and possible outcomes

Review considers eligibility, the parties' obligations, the listing, the evidence and applicable law. Depending on the case, an outcome may be an authorized return and refund, a refund without return, a partial refund, a seller-agreed remedy, rejection of an unsupported claim or further investigation. No party is guaranteed the preferred outcome merely by opening or opposing a case.

The remedy should identify the affected goods and amount, including how relevant charges are treated. A full refund and a partial refund address different circumstances. A proposed replacement, repair or other arrangement must be appropriate to the legal rights involved and agreed where required; it should not be imposed to avoid a mandatory refund. Keep any agreed resolution connected to the case so that later payment or return steps can be reconciled accurately.

14. Return authorization and buyer deadlines

Return only the goods and quantities covered by the authorization, to the confirmed destination and through the available approved method. Select the return method within 48 hours of return authorization. The overall buyer-action window is 7 full days (168 hours) from return authorization; method selection does not restart that window. BeanJars will communicate the authorization, starting event, required steps and due times in Malaysia time. These periods may be administered through written case communications rather than an automated return screen.

Follow the handover steps identified in the approved instructions. Do not assume that a prepaid label, reverse airway bill or pickup is available for every case. If a seller, platform or courier obstacle prevents a required step, report it before the deadline where reasonably possible and retain evidence. A documented obstacle must be assessed rather than automatically attributed to buyer inaction. Do not assume that an informal message has changed a due time unless the authorized arrangement confirms it.

These periods have different starting events. For example, authorization at 10:00 am on 1 October gives a method-selection deadline of 10:00 am on 3 October and an overall buyer-action deadline of 10:00 am on 8 October. Selecting a method on 2 October does not move the overall deadline to 9 October. Seller inspection begins from the trustworthy delivery occurrence of the return, not from the original outward delivery or the date return authorization was issued. The buyer's response to a disputed return uses the separate recorded seller-dispute event.

Check the due time associated with the action being requested. If a notice asks for additional evidence, identify the required information and the stated due time, and explain any obstacle promptly. Do not assume that asking a question pauses every clock or that weekends automatically extend a period expressed in full hours. A case-specific instruction must remain consistent with approved rules and mandatory rights. Contact support where the displayed instruction and the applicable event appear inconsistent.

15. Condition of returned goods

Return the authorized item with the relevant components and accessories in its received condition, allowing for reasonable inspection and the problem being reported. Identify any missing component that was missing on arrival. Do not substitute another unit, remove valuable parts, introduce additional damage or return an unrelated item. If the goods have been altered for a necessary safety reason, explain the action and preserve appropriate evidence.

Some goods may not be suitable for an ordinary return because of safety, hygiene, legal or transport constraints. This requires assessment of the remedy; it does not automatically eliminate a statutory claim. Do not apply a blanket no-returns label to defeat rights relating to defective or misdescribed goods. The case instructions should address any special handling issue rather than require an unlawful or unsafe shipment.

16. Packing, handover and tracking the return

Use packaging appropriate to the actual goods and the approved carrier. Protect components, prevent movement and leakage, and attach the correct readable shipment information. Preserve photographs of condition and packaging where practical, together with the handover receipt and tracking reference. A booking or printed label alone does not prove the parcel was handed over.

Keep the return destination and case reference accurate. Do not send goods to an address supplied through an unverified message or change the agreed method without resolving the consequences. If tracking stalls or the parcel is refused, report the issue and keep the provider's explanation. Return-to-sender after a failed outbound delivery is not necessarily the same as an authorized buyer return; the cause, charges and remedy need separate assessment.

17. Return shipping costs and responsibility

The case instructions should address shipping responsibility in light of the cause, agreed terms and applicable legal remedy. Buyers are not automatically responsible for every return, and sellers are not automatically responsible for every privately chosen delivery expense. Obtain clarity before incurring an avoidable cost, particularly where a special service or expensive direct arrangement is proposed.

Where Malaysian consumer rules require the supplier to bear re-delivery costs for defective or materially different goods, those costs must not be shifted to the buyer. Return postage and other charges must be considered separately under the applicable remedy. A carrier's fee or compensation limit does not itself determine the seller's consumer obligations. Keep receipts for claimed expenses and avoid claiming the same cost twice through different processes.

18. Seller inspection and buyer response

The seller has 72 hours from the trustworthy courier-recorded delivery occurrence of the return to inspect and respond. A delayed update does not create a new inspection period. The seller should identify any disputed quantity, item identity, condition or missing component with relevant evidence. A bare assertion that the return is unacceptable is not a substitute for an explanation.

If the seller disputes the returned goods, the buyer has 2 calendar days from the recorded seller dispute to respond. BeanJars will communicate the dispute, the information required and the due time in Malaysia time. Provide a reasoned explanation and relevant evidence. BeanJars will review the recorded acceptance, response or expiry before deciding the next step; a timer or case status does not itself approve or execute a refund. Documented notification or access problems require review rather than an assumption that the party deliberately ignored the case.

19. Inaction, obstacles and unsuccessful claims

A buyer who does not complete required return steps without a justified obstacle may have the authorized return closed without a refund decision. A seller who does not respond within the applicable inspection period cannot assume an indefinite opportunity to delay the case. Closing a return does not itself prove that money has been paid to the seller.

A claim may be rejected if it is outside the supported process, contradicted by reliable evidence, unsupported after reasonable clarification, abusive or otherwise not entitled to the requested remedy. The reason matters: an unavailable platform remedy does not necessarily mean that no legal remedy exists. Explain relevant obstacles promptly, including refusal by a courier, an unusable address or a platform error. Do not repeatedly reset or duplicate a case to evade an established deadline.

20. Refund approval, execution and destination

A refund decision determines the remedy and amount; an instruction then needs to be processed through the supported payment arrangements. Provider acceptance, successful execution and bank display may occur at different times. We do not promise that a decision immediately creates an available bank balance or that every payment method supports the same refund route.

The original payment method and provider requirements affect the destination and available process. We will identify the applicable arrangement, and may need proportionate verification where a payment route cannot be used as expected. Do not supply an unrelated person's account or pay a fee to unlock a refund. Retain the refund reference and contact support if the provider status and account record appear inconsistent. No fixed provider or bank-credit date is guaranteed by this policy.

For an order containing several items, distinguish the affected item value from delivery and other charges when checking a proposed amount. A duplicate charge correction is also different from a product remedy: both may require attention, but they must not pay the same loss twice. Explain any amount already returned by the seller or provider so the remaining entitlement can be calculated correctly.

A case marked resolved or closed is not proof that a refund has been executed. Where a refund is approved, BeanJars will communicate the decision and amount, identify the supported execution arrangement, and provide the available payment reference or explain any obstacle requiring follow-up. An unresolved refund or delivery-protection review must not be treated as authority to pay the disputed amount to the seller merely because an internal case status changes.

21. Duplicate charges, reversals and seller payout

Report duplicate or erroneous charges with the order and payment references, amounts and relevant account evidence. Reconciliation is needed to distinguish two completed payments from a pending authorization, failed attempt or delayed display. A pending amount may be released or expire under the provider's process rather than become a refund of a completed payment.

If you raise a chargeback or provider dispute, tell BeanJars so that the same loss is not paid twice. Using a legally available provider remedy is not prohibited, but concealing an existing recovery is unacceptable. Refunds and reversals can affect the seller's financial position and require reconciliation with payout-related records. A ledger entry, order completion or dispute closure is not proof of actual settlement. There is no universal seller-payment hold or guaranteed payout date created by this policy.

22. Courier loss, damage and separate claims

Carrier claims have their own acceptance, evidence, packaging, value-limit and reporting conditions. Report shipment damage or loss promptly and preserve the packaging and relevant records. Prohibited delivery goods, inadequate packaging, incorrect labels or missing evidence may exclude compensation. A provider's packaging example does not override the selected service's restrictions or establish insurance for the goods.

BeanJars' transaction review and a carrier's compensation process are separate. Do not assume that one automatically opens or resolves the other, that every loss is covered, or that the carrier will repay a buyer refund. The platform's 10-day protection period is not a carrier claim deadline. Applicable provider requirements may require earlier action. A provider refusal does not automatically remove statutory rights against the responsible party or decide a buyer-seller dispute.

23. Direct arrangements and marketplace safety reports

For Meet-up, collection, privately arranged delivery or another direct transaction outside supported checkout, the parties should agree inspection, payment, handover and any return terms themselves. Retain the agreement and evidence. Such arrangements do not receive supported-order Buyer Protection merely because the listing or initial conversation appeared on BeanJars.

You may still report a fraudulent listing, threats, counterfeit offers, prohibited items or other platform misuse. BeanJars may review the report and take appropriate platform action, but reporting does not give us control of a privately transferred payment or guarantee recovery. Property, vehicle, employment and service disputes may require their own professional, contractual or statutory process. Meet-up status does not excuse unlawful conduct or remove a supplier's applicable obligations.

24. Integrity, escalation and final review

Do not collude in fabricated transactions, manipulate evidence, threaten another party or seek duplicate compensation. Proportionate account action may accompany a supported finding of abuse. Honest mistakes should be corrected clearly, and a complaint should not be dismissed as fraudulent simply because its outcome is uncertain.

To request a review of a decision, provide the case reference, the specific reason and relevant new or overlooked evidence. Reopening is not unlimited or guaranteed; an established error or material new information is different from repeatedly submitting the same rejected assertion. You may pursue available statutory, provider, regulator, tribunal or court remedies, subject to their own requirements. Our contact details below provide a route for unresolved questions without replacing those rights.