Dispute Resolution Process

  • The Provider is the Seller of Record for their Product(s) (not Snowflake) and is fully responsible for their Product(s).
  • Disputes between Providers and Consumers should be settled between those parties. Snowflake requires that Providers and Consumers reach out to each other directly. Providers are expected to reply to Consumer inquiries within 3 business days per the Provider Policies, and Consumers are expected to respond to Provider outreach within 7 business days.
  • In the event that a Provider or Consumer does not respond to a complaint or inquiry within the appropriate time frames above, Snowflake may reach out to the Provider or Consumer to make them aware of the complaint or inquiry. In the event that the Provider or Consumer does not provide any response to the outreach, Snowflake will take appropriate enforcement actions based on the nature of the inquiry or complaint.
  • If a Provider provides Snowflake with written confirmation by a Consumer that they agree to no longer use the Provider’s listing, Snowflake may remove the Consumer from the Provider’s listing.

 

Refund policies

  • Refunds must be authorized and initiated by the Provider.
  • Snowflake will not get involved in cases where a chargeback was initiated with the card issuer.

 

Filing a dispute with Snowflake

If Providers and Consumers are unable to come to a resolution on a dispute, they may file a Case with Snowflake Marketplace Operations.

 

The Case must include:

  • A description of the issue
  • All relevant information and evidence including: account information, listing information, billing periods and documentation of the policy or terms violation
  • A record of your communications with the other party

 

Please use the below forms to file your dispute: