Dispute Resolution

Last updated: 28th October 2025

Overview

Part Sync provides a structured dispute resolution process designed to resolve disagreements fairly and efficiently. The contract is between buyer and supplier - Part Sync acts as a facilitator and mediator.

Internal Dispute Resolution (Mandatory First Step)

Step 1: Direct Resolution

Buyer and supplier attempt resolution via internal messaging
Supplier has 5 working days to respond
Both parties should provide evidence (photos, descriptions, tracking)
Good faith effort required before escalation

Step 2: Platform Mediation

If direct resolution fails, escalate to Part Sync Escalation Team:

Contact via platform escalation button or email: info@partsync.co.uk
Part Sync reviews evidence from both parties
Evidence includes: messages, order data, delivery proof, photos, tracking
Part Sync issues determination (refund, replacement, release of payment, etc.)

Step 3: Evidence Collection

Part Sync collects and reviews:

All internal messages between buyer and supplier
Order details and quote history
Delivery tracking and proof of delivery
Photos of parts (condition, packaging, labels)
Return tracking (if applicable)
Payment and refund history

Step 4: Determination

Part Sync issues binding decision for platform transactions:

Decision based on evidence and platform terms
Typical timeframe: 7-10 working days from escalation
Decision is contractually binding under platform terms
Not a legal ruling, but enforceable for platform transactions

Possible Outcomes:

Full Refund: Buyer receives full refund, supplier takes loss
Partial Refund: Compromise based on evidence
No Refund: Supplier's position upheld
Replacement: Supplier sends replacement part
Account Action: Warning, suspension, or termination if terms violated

30-Day Good Faith Negotiation Period

Before commencing any legal proceedings (arbitration or court), parties must attempt 30 days of good-faith negotiation through Part Sync's dispute process or mediation.

This requirement:

Filters out noise and reduces frivolous claims
Provides audit trail showing reasonable resolution attempt
Reduces legal costs for all parties
Maintains positive business relationships where possible

Escalation Hierarchy by Value

If internal resolution fails, parties may pursue legal remedies based on dispute value:

Small Claims Court (Under £10,000)

Jurisdiction: County Court (England & Wales)
Benefits: Quick, cheap, no lawyers required
Best For: Consumer or minor B2B disagreements
Process: Informal, simplified procedures
Costs: Low court fees (typically £25-455 depending on claim value)

Arbitration (£10,000 - £50,000)

Rules: LCIA (London Court of International Arbitration) or CIArb
Location: London
Language: English
Binding: Enforceable under Arbitration Act 1996
Benefits:
- Confidential and private proceedings
- Arbitrator with relevant technical/automotive expertise
- Avoids public court exposure
- Faster than court litigation
Best For: Substantial B2B disputes requiring confidentiality

High Court (Over £50,000 or Injunctive Relief)

Court: High Court of Justice (England & Wales)
Division: Business & Property Courts
Best For: Major issues like IP infringement, data breaches, serious contract violations
Powers: Injunctions, disclosure orders, setting precedent
When Required:
- Claims exceeding £50,000
- Urgent injunctive relief needed
- Complex legal issues
- Need for equitable remedies

Equitable Relief (Without Prejudice)

Either party may seek urgent injunctive relief from court even if arbitration applies, without prejudice to arbitration proceedings.

Examples when immediate court action permitted:

IP infringement requiring immediate stop
Data breach requiring immediate action
Fraud or criminal activity
Urgent preservation of evidence

Governing Law & Jurisdiction

Governing Law: Laws of England and Wales
Jurisdiction: English courts have exclusive jurisdiction
Applies To: All users (including Scottish users)
Language: All proceedings in English

Common Dispute Scenarios

Wrong Part Delivered:

Buyer contacts supplier with photo evidence
Supplier has 5 working days to respond
Supplier arranges return collection or buyer returns
Full refund or replacement sent
If supplier unresponsive, escalate to Part Sync

Part Damaged on Arrival:

Buyer photographs damage immediately
Contact supplier within 24 hours
Supplier liable (transit risk)
Return at buyer's cost, full refund
Supplier pursues courier for damages

Partial Refund Dispute:

Supplier issues partial refund with justification
Buyer disputes within 48 hours if unreasonable
Escalate to Part Sync with evidence
Part Sync reviews photos, messages, terms
Part Sync determines fair outcome

Delivery Failure:

Buyer reports non-delivery after timeframe
Supplier provides tracking evidence
If genuinely lost, supplier issues refund
If delivered but buyer claims not received, Part Sync reviews delivery proof
Determination based on tracking, signature, photos

Warranty Claim Rejected:

Buyer makes warranty claim with evidence
Supplier rejects (e.g., claims improper fitment)
Buyer escalates with detailed evidence
Part Sync reviews warranty terms, exclusions, evidence
Determination based on facts and warranty policy

Evidence Best Practices

To support your case, provide:

Photos: Clear, well-lit, showing issue from multiple angles
Timestamps: Photos with date/time metadata
Packaging: Photos of packaging showing condition on arrival
Labels: Photos of part labels, serial numbers, barcodes
Tracking: Screenshot or PDF of tracking history
Communications: All messages (Part Sync has access to internal messages)
Receipts: Purchase confirmation, VAT invoice
Expert Opinion: For technical disputes, mechanic's report