Dispute Resolution Policy

Scope

This process is for marketplace transaction complaints between a buyer and independent seller and for reports involving listings, safety, fraud, counterfeit goods, stolen devices, or account conduct. A dispute submission does not automatically establish fault or guarantee a refund. It does not replace a card issuer dispute, legal rights, or required government reporting.

Proposed process

1. Open a case: Buyer or seller uses the order's “Report a problem” control or emails vendiaro.shop@gmail.com with the order/listing reference and requested outcome. Urgent safety and stolen/counterfeit claims should be marked for immediate escalation.
2. Acknowledge and preserve: System confirms receipt, assigns a case ID, preserves relevant order/listing snapshots and messages, and states a realistic response timeframe. Do not promise an SLA until staffing supports it.
3. Collect evidence: Ask both parties for relevant facts: actual-item photos, listing as seen at purchase, carrier tracking, shipment/drop-off proof, communications, device lock/test evidence, and return tracking. Do not request unnecessary sensitive data; use secure upload for serial/IMEI evidence.
4. Human review: A trained staff reviewer assesses published standards, law, payment status, and evidence. AI can summarize or flag but cannot make final eligibility, fraud, counterfeit, or account-termination decisions.
5. Decision and remedy: Send both parties a concise decision and reason. Available outcomes may include no action, listing correction/removal, cancellation, return, partial/full refund, seller warning, payout restriction if contractually and legally permitted, or account action. Reconcile any refund with the payment provider and connected-account transfer.
6. Appeal: Provide a defined appeal window and a human reconsideration route. For significant adverse seller action, where practical the reviewer should differ from the initial decision. State the appeal deadline only after owner/counsel selects and system enforcement exists.
7. Close and retain: Notify parties of closure, retain evidence only under an approved schedule and legal hold, and record trends for policy improvement.

No fabricated deadlines or escrow promise

Final policy must set exact report windows, evidence deadlines, seller response time, expected resolution time, return-shipping procedure, payout holds/release criteria, and appeal period. These must match the interface and Stripe configuration. Do not describe any balance as escrow or imply Vendiaro safeguards funds in a regulated fiduciary capacity absent explicit legal and provider approval.

Escalation

Immediately restrict access to a credible unsafe/recalled/counterfeit/stolen listing as appropriate, preserve evidence, and notify relevant parties without tipping off a suspected wrongdoer where prohibited. Cooperate with valid legal process. For an emergency, users should contact emergency services; Vendiaro support is not an emergency response service.

Informal resolution and legal forums

The current proposed Terms encourage a 30-day informal contact period but do not impose mandatory arbitration or waive class-action rights. Any future arbitration clause, class waiver, small-claims carve-out, choice of law, or venue term requires separate attorney drafting and conspicuous assent; none is created by this policy.