- Claim Investigation Process: When a buyer denies receiving a delivery that the seller claims to have made, the following steps will be initiated: a. Seller Evidence Request:
- The seller must provide tracking information, delivery confirmation, or signature proof within 24 hours of the buyer’s claim.
- For physical goods, dispatch riders are required to provide a geotagged and time-stamped photograph of the delivery.
b. Digital Goods Verification:
- For digital items, our system will automatically track and record the buyer’s visits to the escrow website.
- We will verify the timestamp of the buyer’s access against the seller’s delivery confirmation time.
- Buyer Responsibilities: a. Acknowledgment Requirement:
- Buyers must confirm receipt of goods within 2 hours of the seller’s confirmed delivery date.
- Failure to acknowledge may result in automatic closure of the transaction in the seller’s favor.
b. Evidence Submission:
- If denying delivery, buyers must provide clear evidence supporting their claim within 24 hours.
- Dispute Resolution: a. Evidence Review:
- Our team will review all submitted evidence from both parties.
- We may request additional information or clarification as needed.
b. Decision Making:
- A decision will be made based on the preponderance of evidence.
- In cases where fraud is suspected, we reserve the right to involve law enforcement.
- Fraud Prevention Measures: a. Account Monitoring:
- We actively monitor for suspicious patterns in delivery denials.
- Repeated unsubstantiated claims may result in account restrictions or termination.
b. Two-Factor Authentication:
- For digital goods, buyers must use two-factor authentication to access their purchases.
- Policy Updates:
- This policy is subject to regular review and may be updated to address new fraud tactics or improve user protection.