1. Purpose
This policy outlines how AfriConnect Exchange handles disputes between vendors and buyers. It aims to support fair treatment, prompt issue handling, and a trustworthy community marketplace.
2. Guiding principles
- Fairness: all parties should have a chance to explain the issue and provide evidence.
- Transparency: processes and outcomes should be clearly communicated.
- Respect: interactions must remain professional and courteous.
- Compliance: resolutions should align with UK consumer protection law and platform policy.
3. What qualifies as a dispute
- non-delivery or delayed delivery of goods or services;
- misrepresentation of a product or service;
- faulty or damaged goods;
- unfulfilled refund or cancellation requests;
- unprofessional or abusive communication;
- breach of the Vendor Agreement Policy or Terms of Use.
4. How to raise a dispute
Buyers should first contact the vendor directly to resolve the issue. If the matter remains unresolved, they may email info@africonnect-exchange.org with order details, a description of the issue, and any relevant screenshots or communications.
Vendors may also raise concerns about buyer conduct or suspected fraudulent claims by contacting the same address with supporting documentation.
5. Resolution process
- Step 1: Acknowledgement. We aim to acknowledge receipt of a dispute within 48 hours.
- Step 2: Review. The moderation team reviews the submitted evidence and may contact both parties for clarification.
- Step 3: Decision. We aim to propose a resolution within 7 business days where possible.
- Step 4: Communication. Both parties are informed of the outcome and any required next steps.
6. Possible outcomes
- refund or partial refund;
- replacement or re-delivery;
- account warning or suspension;
- no action where a claim is unsubstantiated.
7. Appeals
Either party may appeal a decision within 14 days by submitting additional evidence. Appeals may be reviewed by a senior moderator or appropriate adviser.
8. Confidentiality
Dispute records are handled confidentially, and personal data is protected in line with our Privacy Policy. AfriConnect Exchange does not ordinarily publish dispute outcomes publicly.
9. Contact us
Africonnect Exchange CIC
21 Maple Terrace
G75 9EF
Glasgow, Scotland
info@africonnect-exchange.org
Company Number: SC869128