Such situations can be really frustrating, but we have your back! Let's sort this out step by step.
1️⃣ Contacting your Seller
If you encounter problems with your order, your first point of contact should be the seller.
Most sellers are committed to providing excellent customer service and are usually able to address concerns quickly and efficiently. By reaching out to them directly, you give the seller an opportunity to rectify the situation, whether it involves a delay in delivery, a wrong item, or any other issue.
You can contact your seller by locating the message window on the order page:
2️⃣ Contacting Eldorado
In case you already contacted the seller and you are unable to reach a satisfactory resolution with them, or if the seller is unresponsive or uncooperative, you can always raise a Dispute.
You can do this directly from your order page - just look for the "Raise a dispute" button.
⚠️ The "Raise a dispute" button only appears when your order status is "Order Delivered". If the current status of your order is "Completed" or "Received" the option is not available.
Here's what happens when raising the dispute:
⏰ Seller and buyer has 24 hours to cooperate, provide proof in order chat and solve the issue together
🔍 Our Dispute team than will review everything fairly and make final decision
💰 The order will be refunded if the Dispute is solved in your favour
📆 Most disputes are fully resolved within 3 days
You can find more about Dispute process here.
Our Dispute Team is dedicated to helping you resolve conflicts and ensuring that you have a positive experience with your purchase. They will review the situation impartially and work with both you and the seller to find a fair solution 🚀