Disputes & Appeals

1. When this applies

A buyer and a seller disagree about how an after-sales request is handled;
a buyer or seller disagrees with a platform decision (such as restricting features, holding settlement, removing listings, deducting a deposit or closing a store).

2. How the platform steps in

First discuss the issue with the seller through the order's “After-sales”;
if that does not resolve it, ask the platform to step in;
both sides provide additional evidence as requested;
the platform reaches a decision based on order records, delivered content, on-site messages and tickets, check results, and stock and fulfilment records.

3. Evidence

Evidence must be genuine, complete and unaltered; screenshots should show the time and order number where possible.
The platform may ask for screen recordings, error messages or other material.
Fabricating evidence is a violation and will be handled accordingly.

4. Outcomes

Outcomes may include redelivery, replacement, a partial or full refund to balance, or rejection of the request. Seller violations are handled under Seller Onboarding & Operations.

5. Appeals and review

If you disagree with a decision, you can appeal through a ticket after receiving it, explaining why and providing any new evidence.
Where possible, the review is handled by someone who was not involved in the original decision. The original status may remain in place during the review.
The review result is communicated through the ticket.

6. Other remedies

These rules do not affect your right to seek other remedies under applicable law.