Marketplace Dispute Resolution

This page explains how disagreements between suppliers, resellers and the platform get resolved — through the record the system already keeps, not through argument. It sits under the Marketplace Terms and applies to every marketplace order.

1. What can be disputed

• Payout amount — the transfer does not match the settlement record.
• COD remittance — cash the courier collected has not landed, or was recorded wrong.
• Return inspection — a return was accepted or rejected unfairly, or its cost landed on the wrong side.
• Order fault — who bears an RTO, a wrong item or a broken dispatch window.
• Commission or settlement entries — a line on the monthly invoice or the ledger looks wrong.

2. Evidence the system already keeps

Most disputes are decided by evidence the platform recorded at the time:

• Order state history — confirmations, accepts, rejects and their reasons.
• Tracking numbers and courier status per fulfillment.
• Return reason codes — customer_return, damaged, wrong_item.
• Payout transfer references and uploaded proof images.
• Dispute notes and journal entries on the ledger.

You can add to the record — photos of returned stock, courier slips, screenshots — uploaded against the order or payout so the review sees the same file you do.

3. How to raise a dispute

Raise the dispute on the record it concerns — the payout, the order or the settlement — with a written note saying what is wrong and what you believe the right outcome is. A dispute without a note is a complaint without a file: say what happened, attach the proof, and the review has something to work with.

4. The review steps

• The platform reviews the order, the ledger and the uploaded evidence on the dispute.
• The other side is asked to respond within 3–5 business days (platform default, may be set per marketplace terms) — a service target, not a guarantee.
• The resolution is applied to the settlement — a corrected payout, a reallocated cost or a ledger adjustment — and both sides see the same result.
• Every step lands on the record: the note, the evidence and the decision.

5. Timelines

We aim to acknowledge disputes quickly and to resolve straightforward ones — a missing remittance, a mismatched payout — inside the response window above. Complex cases that need courier claims or physical inspection take longer; the dispute stays open on the ledger until it resolves. All timelines here are service targets, not guarantees.

6. Escalation and appeal

If you disagree with a resolution, appeal it once — reply on the same dispute with the additional evidence or the specific point you believe was missed. The platform's decision on appeal is final inside the marketplace; nothing here removes the legal rights you hold outside it.

7. Fair use of disputes

Disputes are a control, not a negotiating tactic. Do not use them the way card networks get abused with chargebacks — disputing every payout to slow payment, confirming a receipt then reopening it to renegotiate, or raising returns that never happened. Bad-faith dispute patterns are account-conduct issues under the Marketplace Terms.