All Tabby retailers are part of Tabby Care, our shopper protection program. When a shopper faces an issue with their order—and they are not able to resolve it directly with the merchant—shoppers can file a claim through Tabby. Merchants can view and manage these claims in the Disputes section in the Merchant Dashboard and the Tabby Business app.
How it works:
1. The shopper faces an issue
Shoppers will always have to contact you as the merchant first to resolve any issues. If the issue remains unresolved, the shopper can escalate it through Tabby.
2. Merchant receives a notification
When a dispute is raised, merchants are notified via email and the Merchant Dashboard. Notifications include details about the dispute, such as the shopper’s claim and any supporting documents. After receiving the notification, a merchant has 14 days to respond to the dispute.
3. Approve or Challenge the dispute
Merchants can respond to the dispute in two ways:
- Approve: If the claim is valid, the merchant can approve the dispute, and the disputed amount will be refunded to the shopper.
- Challenge: If the merchant deems the claim invalid, they can challenge the dispute. They'll be required to provide additional information so that Tabby can accurately review the case.
4. Tabby reviews challenged disputes
If challenged, Tabby will act as an arbitrator and review information provided by both the merchant and the shopper to make a final decision according to the Tabby Care Policy. If needed, Tabby will reach out to the merchant and shopper to ask for more information.
5. Resolution
The dispute is resolved, and the outcome is communicated to both the shopper and the merchant.