Yahoo! Shopping is committed to providing a positive, user-friendly shopping experience for its users. When problems do occasionally occur, we encourage merchants to resolve any issues directly with the customer. From time to time, however, customers file complaints with Yahoo! Shopping.

In an effort to address these complaints and to make sure that the customer and merchant are treated in a fair and equitable manner, Yahoo! Shopping has created a formal complaint resolution process.

Please walk through the complaint resolution process to see how we handle disputes.

Step 1

A customer notifies Yahoo! Shopping that they are having problems with a Yahoo! Shopping merchant or an order placed through Yahoo! Shopping.

Yahoo! does the following:

1. Checks the merchant's posted customer service policy, or other applicable merchant page, to evaluate the legitimacy of the complaint.
2. Notifies the merchant of the complaint. Yahoo! Shopping encourages merchants to offer the best customer service possible. As long as a merchant acts in accordance with their posted customer service policy or other representations, the merchant can resolve the issue as they see fit. If a merchant is not following their policies, Yahoo! might intervene and move on to the next step.

Step 2

If the merchant fails to resolve a customer complaint or hasn't responded to a Yahoo! Shopping inquiry within 1 business day, Yahoo! Shopping forwards the complaint to a Customer Care Specialist.

Yahoo! does the following:

1. Contacts the merchant and attempts to resolve the problem.
2. Notifies the merchant they might be removed from Yahoo! Shopping if the problem is not satisfactorily resolved.

If the merchant still fails to respond to Yahoo! Shopping or to resolve the complaint with the customer, Yahoo! might take the third and final step of the Complaint Resolution Process.

Step 3

If the merchant has failed to resolve the complaint or to respond within three business days, more drastic measures might be taken.

Yahoo! does the following:

1. Determines whether to remove the merchant from Yahoo! Shopping.
2. If applicable, proceeds with the complaint in the Buyer Protection Program.

After every step has been taken to try and resolve the problem between the customer and merchant, and if it has been determined by Yahoo! in its sole discretion that the customer has a legitimate claim against the merchant, the customer can apply for reimbursement through the Yahoo! Buyer Protection Program if applicable.

File a complaint.

More information:

• What is the Buyer Protection Program?
• What purchases are covered by the Yahoo! Buyer Protection Program?
• How does the Buyer Protection Program work?
• What are the conditions of the Yahoo! Buyer Protection Program?
• How do I file a claim?