Dispute Resolution Policy

1. What You Can Dispute

• Non-delivery or delayed delivery of marketplace orders
• Misleading listing / item not as described
• Failure to provide tracking where shipping applies
• Billing issues (duplicate charge, payment captured but not reflected)
• Abuse, harassment, fraud attempts, or policy violations

2. How to Submit a Dispute

Email support with your order/booking ID, Paystack reference, and a clear description of the problem. Provide evidence where possible (screenshots, tracking, messages).

3. Investigation & Escrow Hold

• Warm Nest Enterprise reviews order details, timestamps, logs, and communications.
• For shipped orders, we request and verify tracking details from the seller.
• Funds remain on hold until the dispute is resolved, unless already released after buyer confirmation.
• We may temporarily restrict accounts/listings involved in suspected fraud or repeated complaints.

4. Outcomes

• Release funds to seller after proof of delivery and buyer confirmation (or strong evidence where confirmation is unreasonably withheld)
• Refund buyer where non-delivery, fraud, or valid complaints are confirmed
• Offer partial resolutions where appropriate (case-by-case)
• Issue warnings, suspensions, or permanent bans for policy violations

5. Chargebacks

If a chargeback is filed with the bank/payment provider, we will respond with supporting evidence such as payment references, escrow status, tracking, delivery proof, and platform logs. Users are encouraged to contact support first for faster resolution.