Complaints Policy

1. Who can complain

Any registered user — store, supplier or representative. A complaint can reference an order, a return, or a party.

2. Categories

Product quality, delivery, pricing, representative conduct, commissions, account & technical, privacy, other.

3. Handling

1. The other party is notified and given a chance to respond. 2. Platform administrators follow up complaints not resolved between the parties. 3. Targets: first response within 2 business days; resolution or reasoned decision within 10 business days. 4. All replies and attachments are kept in the complaint record.

4. Outcomes

May include amicable settlement, a warning, temporary suspension, cancellation of an authorization, or removal of a non-compliant product or rating. The platform cannot refund money because it never holds it; financial settlement is between the parties.

5. Escalation

Users may request reconsideration and may also contact competent authorities such as the Ministry of Commerce.

6. Abusive complaints

Repeated false complaints intended to cause harm may lead to account restrictions.