Tabby Care Policy

Introduction

At Tabby, we are dedicated to providing a seamless shopping experience. However, we understand that sometimes things might go wrong with an order. If a shopper is unable to resolve the issue with the merchant directly, they can raise it with Tabby and we look into the matter. This is where Tabby Care comes into play. Tabby Care focuses on finding fair solutions between a merchant and a shopper when they have a dispute. This Tabby Care policy outlines how Tabby handles disputes, what the rights of the shopper and merchant are, and what steps they can take to resolve issues.

How a shopper can make use of Tabby Care

Eligibility:

  • Customers can raise a dispute within 30 days of placing the order and before making the second payment. After this period, the dispute option will not be available.
  • The purchase was made using a Tabby payment method.
  • The purchase was made online, and not in-store.
  • The shopper’s Tabby account is in good standing.
  • The shopper has contacted the store first to resolve the issue.
  • The shoppers has provided all relevant information to support their claim.

Steps for a shopper to raise a dispute:

  1. Open the Tabby app.
  2. Go to the Payment tab.
  3. Select the order you need help with.
  4. Go to the ‘Details’ tab of the order.
  5. Press “Report issue”
  6. Choose the appropriate dispute topic and attach any relevant proof.
  7. Submit your issue.

Types of issues:

  • Order not delivered: The customer did not receive their order.
  • Refund not received: The customer did not receive a refund for a cancelled order or returned items.
  • Something wrong with the order: The product received is different from the description or some items are missing.
  • I did not place this order: The customer claims they did not place the order.

Dispute Management Process

1. Initiation:

  • Shopper logs an issue via the app
  • The repayment schedule is paused until the final decision on the dispute is made. Disputes are normally resolved in 21 days.
  • The Dispute Agent reviews the reason for the dispute and begins collecting evidence from both the customer and the merchant.

2. Investigation:

  • The Dispute Agent verifies the compliance of the product/service with the description, communication between parties, order delivery status, and return/refund policies.
  • Reminders are sent to both parties if additional evidence is needed.

3. Decision making:

  • A decision is made on whether the customer dispute is valid and should be upheld or not. In the event that Tabby decides to uphold a dispute, the merchant will be given the chance to review and respond to the decision. The ultimate outcome of the dispute will be communicated to the shopper via email.
  • Tabby automatically closes the investigation and updates the shopper’s payment schedule in one of the following ways:
    • if the issue is not upheld, their payment schedule will be resumed. Any payments that would have occurred during the payment pause will become payable shortly afterwards;
    • if their issue is upheld, a full refund will be granted on the amount paid to date;
    • if their issue is upheld but the refund is partial, Tabby will deduct the refund amount from their remaining repayments and their payment schedule will be resumed.
  • If the merchant challenges, the arbitration process begins (see below).
  • If no arbitration is requested, the Dispute Agent makes a decision based on the collected evidence.

Criteria for Decision:

  • Compliance with product/service description.
  • Quality of communication between parties.
  • Adherence to delivery and return policies.
  • Previous history of disputes.
  • Resolution attempts by the merchant.

Arbitration Process

If the customer and/or merchant do not agree, the arbitration process involves:

  • Facilitating consensus-building between parties.
  • Checking and collecting additional data if necessary.
  • Making a decision based on the evidence provided.

Customer Rights

  • Pause your payment: If there is a problem with a shopper’s order, Tabby will pause their payments until the issue is resolved.
  • Impartial decision: Tabby will investigate the matter in full and make a fair and impartial decision based on the evidence provided by both parties.
  • Refund eligibility: If a shopper paid but did not receive their goods or they were significantly different from the description, they may be eligible for a refund, provided all eligibility requirements are met.

Customer and merchant responsibilities

  • Co-operation: For an effective and smooth dispute process, both parties should respond to requests and other communication from Tabby in a timely manner
  • Evidence: Both parties should provide all relevant information and evidence so that Tabby can get a full picture.
  • Honesty and integrity: All information provided should be accurate and authentic. Both parties shall refrain from omitting material information.

How to communicate with Tabby

  • Contact the Store: First, a shopper should try to resolve the issue directly with the store.
  • Report to Tabby: If the store cannot resolve the issue, a shopper can report the problem to Tabby through the Tabby app.
  • Escalation: If the issue is not resolved, Tabby will work with the shopper and the merchant to seek a resolution.

Contact Details:

  • Support for shoppers: [email protected]
  • Support for retailers: [email protected]
  • Phone:
    • UAE: 800 82229
    • KSA: 800 111 0999
  • Customer and partner support chat: Available through the Tabby app and Tabby Business app

Conclusion

Tabby aims to resolve all disputes fairly and promptly, ensuring that both customers and merchants are satisfied with the resolution process. This policy provides a clear framework for handling disputes and protecting your rights, giving you confidence in shopping with Tabby.

For any further assistance or questions, please reach out to our support team.


Tabby LLC-FZ, Dubai