Dispute Resolution Policy

SellAfrrik strives to ensure fair and transparent resolution of disputes for all stakeholders – customers, vendors, and delivery agencies. Our system tracks all orders, returns, and payments through the Afrrika Pay Wallet to maintain accountability and real-time updates.

1. Raising a Dispute

• Disputes can be raised by customers or vendors directly from the order or order item page on the platform.
• For returns or order issues, customers click the “Dispute” button and must provide a reason (mandatory).
• Vendors can raise disputes related to incorrect returns, missing items, or payment discrepancies.
• Delivery agencies can raise disputes for lost, damaged, or delayed parcels.
• Once submitted, SellAfrrik, the relevant vendor, customer, and delivery agency are immediately notified via the system, email, and SMS.

2. Dispute Status and Tracking

• All disputes are tracked on the platform in real-time with statuses: Pending, In Review, Resolved, Rejected.
• Notifications are sent automatically to all affected stakeholders at each status update.
• The system logs all actions and communications to ensure transparency.

3. Resolution Process

• SellAfrrik investigates disputes using order details, delivery updates, and evidence provided by stakeholders.
• For returns, the product is shipped via the delivery agency back to SellAfrrik, then to the vendor for inspection.
• Vendors confirm receipt and condition of returned items through the system.
• Refunds or adjustments are processed via the Afrrika Pay Wallet to ensure instant and traceable transactions.

4. Timeline

• Disputes must be raised within 15 days of delivery or return.
• Investigation and resolution are typically completed within 5–7 business days.
• All status changes are automatically logged and communicated to stakeholders.

5. Customer Responsibilities

• Provide accurate details and evidence when raising a dispute.
• Follow the instructions for returning items to the nearest delivery agency or pickup station.
• Track dispute progress through the system and respond promptly if requested.

6. Vendor Responsibilities

• Respond promptly to disputes and inspect returned items.
• Provide accurate information regarding refunds, order fulfillment, or product condition.
• Process refunds to SellAfrrik via the Afrrika Pay Wallet for transparent transactions to the customer.

7. Delivery Agency Responsibilities

• Update parcel statuses promptly (e.g., “At Pickup Station”, “Delivered”).
• Ensure safe and timely transit of disputed items back to SellAfrrik or vendor.
• Communicate any delays, damage, or missing parcels immediately.

8. Final Resolution

SellAfrrik’s decision, based on the investigation, is final. Refunds, replacements, or adjustments are processed transparently through the Afrrika Pay Wallet and notifications are sent to all relevant parties.

9. Contact Support

If you have questions regarding disputes, please contact customersupport@sellafrrik.com for assistance.