Notice: How to solve an issue with your seller

[TDF_Management]

Notice and info for TDF Members on how to solve an issue with your doll seller

At TDF Management we receive questions about what to do if a doll is received damaged, or different than ordered, or in case of delayed or non-delivery, or if there are issues soon after arrival. We want to help. We offer mediation services to members who are having difficulty resolving purchase issues with any active TDF vendors/manufacturers. We want to share some do’s and don’ts, and we want to share some background on how we mediate in case of a dispute.

First rule of thumb is to act immediately. If your package arrives damaged on the outside, don’t accept the package. If the delivery agent insists, at least be sure that there is a formal note of conditional acceptance because of damage to the package.

If the doll is not what you ordered, or if damage becomes clear after opening the package, stop! Take pictures of the damage. Document everything.

Do not use your doll in any way, not for sex, not for dressing-up. This could be regarded as accepting the product. Call or email your seller to discuss how to proceed. Always follow the seller's instructions.

Do not post publicly before giving the seller an opportunity to address this issue. This would be considered an act of bad faith and although we understand anger and frustration, starting a public rant at TDF will only hurt your chances of getting the best possible result, especially if it goes to mediation. It isn’t easy, but stay to the facts, be clear about the issue, and about wanting it to be solved. And be respectful.

But what if even then there is no good resolution? Contact TDF Management at support@dollforum.com. Tell us about your situation and ask us to mediate.

How does mediation work? To put it simply, we ask you and the seller for all the facts. We review your submissions, and we focus on a resolution that we believe is fair to both buyer and seller based on the evidence provided.

First we will ask you for your order/payment confirmation, and a basic timeline of events: order date and payment, date of arrival, and the date you contacted the seller about the problem. You may blank out personal details, but we want to be sure about the order. We also ask for relevant correspondence between you and the seller. Please know that not all disputes presented to us are sincere. We have to protect sellers from false claims, so evidence is very important.

We can provide a private section at TDF to discuss the issue. We are able to focus on facts and on a resolution. We can talk about all doubts and concerns. All is private.

But how about vendor and manufacturer? “My vendor is telling me that the manufacturer doesn’t want to help.” Please know that both vendors and manufacturers want satisfied customers, both want to help, but sometimes it’s difficult to separate their responsibilities.

So let’s look at it from a formal point of view. If you use a vendor, there is a formal agreement between you and that vendor, which is the order, and there is no formal agreement between you and the manufacturer. We presume there is an agreement between vendor and manufacturer, but we don't know details. This is between businesses.

The vendor is a reseller, not a broker, and is responsible for order fulfillment. In case the vendor isn't able to fulfill the order, they should refund the customer. As shipping is part of the order, the vendor is also responsible for shipment/delivery, even if it is 'outsourced' to the manufacturer or a shipping agent. They should have arrangements or a protocol in place how to handle issues.

NOTE: The vendor is responsible for shipping but liability extends only as far as their stated shipping policy at the time of the order. Customers should always check the vendor's shipping policy and their conditions of sale.

Although the contract is between the customer and the vendor, if a doll has factory defects we may also involve a manufacturer in the discussion. All vendors and manufacturers listed at TDF are vetted. We know them, they know our mission, and our requirements. Although this doesn’t guarantee a trouble free purchase, we do believe our sellers to be legitimate and trustworthy. Please understand that TDF mediation is not a legally binding process and our recommendations have to be accepted by both parties to take affect.


TDF Management

[TDF_Management]

In addition to the above, TDF Management only offers mediation:

• if the doll involved is from a listed vendor and listed manufacturer;
• if the doll involved fully complies to the rules of TDF, which includes our rule about adult-like dolls only, see viewtopic.php?p=1825250&f=80#p1825250;
• if the buyer registered as a member of TDF prior to delivery of the doll (or at least well before the problem occurred), for practical reasons the buyer should be beyond newbie status to start mediation.