Marketplace Complaints, Dispute Resolution, and Escalation Policy

1. Scope and Types of Complaints Covered

This policy applies to marketplace complaints and disputes involving products, services, delivery, pickup, payment-related issues, order fulfillment, seller conduct, buyer conduct, misleading listings, account misuse, operational failures, suspected fraud, review abuse, and certain other platform-related conflicts.

It also applies to complaints raised by buyers, sellers, service providers, affiliates, guests, logistics participants, and other users where the issue materially relates to Wiroko marketplace activity.

• Return, refund, cancellation, and replacement issues may also be governed by the Returns and Refunds Policy.
• Shipping, failed-delivery, and logistics-evidence issues may also be governed by the Shipping and Delivery Policy.
• Chargebacks, unauthorized transaction disputes, payout holds, and related payment issues may also be governed by the Payments Policy and payment-provider rules.
• Copyright, trademark, counterfeit, and authenticity notices should generally follow the Intellectual Property Policy and be sent to the dedicated IP channel where applicable.

2. Core Principles

• Complaints should be handled with a documented record, not through informal pressure or off-platform coercion.
• Users are expected to act honestly, promptly, and in good faith.
• Wiroko may act based on marketplace risk, available evidence, and platform integrity even when the parties disagree on the facts.
• Wiroko is not required to treat every complaint as a legal claim, but will review marketplace complaints under the standards in this policy and the relevant governing documents.

3. How to Raise a Complaint

• Use the relevant order workflow, support channel, account tools, or seller workflow before escalating elsewhere when that marketplace path is available.
• Provide the order number, account details, dates, a clear description of the issue, the outcome requested, and any supporting documents or images reasonably available to you.
• Do not return goods, destroy packaging, delete messages, or alter relevant evidence while a review is pending if those materials may be needed to assess the dispute.
• If a complaint concerns a safety issue, unauthorized account access, suspected fraud, or a live delivery problem, report it as soon as reasonably possible rather than waiting for the ordinary refund or review window to close.

4. Evidence and Information Standards

Wiroko may request information reasonably necessary to review a complaint. What is needed depends on the type of dispute and may vary by market, category, seller, service model, or payment method.

• Relevant evidence may include photos, videos, packaging images, delivery scans, signatures, tracking logs, invoices, service records, chat history, emails, screenshots, inspection notes, or proof of attempted resolution.
• Sellers and service providers may be asked for sourcing records, production records, fulfillment records, communication logs, service completion evidence, or product-conformity information.
• Users must not submit fabricated, altered, incomplete in a materially misleading way, or retaliatory evidence.
• If you do not provide information reasonably requested for review, Wiroko may decide the matter based on the existing record or may decline further review.

5. Informal Resolution First

Wiroko generally expects marketplace issues to be raised through the platform first so there is a fair opportunity to review the record and, where appropriate, resolve the matter informally.

Informal review may include clarifying the facts, requesting missing information, coordinating a seller response, arranging a replacement or pickup, correcting an operational error, issuing a refund or credit where justified, or directing the parties to the policy that controls the issue.

6. Wiroko's Role and Limits

Wiroko provides marketplace infrastructure, complaint coordination, evidence intake, operational review, payment facilitation support, and policy enforcement. Independent sellers generally remain responsible for the products or services they offer unless Wiroko is identified as the seller or merchant of record in the relevant flow.

Wiroko may coordinate and decide marketplace outcomes under its policies, but Wiroko is not a court, insurer, regulator, or general guarantor of every private dispute between users.

• Some disputes may be resolved by marketplace decision alone.
• Some disputes may also be subject to carrier, payment-provider, bank, insurer, customs, local-authority, or court review.
• Nothing in this policy guarantees that Wiroko will adjudicate every factual disagreement to final legal resolution.

7. Temporary Safeguards During Review

While a complaint or dispute is under review, Wiroko may take temporary protective measures where reasonably necessary to preserve evidence, prevent further harm, reduce fraud risk, or protect marketplace trust.

• Possible temporary measures include payout holds, reserve adjustments, refund delays pending inspection, listing pauses, communication limits, order holds, account restrictions, or additional verification requests.
• Wiroko may preserve transaction logs, account-access logs, messages, order records, support records, and other relevant materials while the matter is under review.
• Temporary measures are not necessarily a final finding of wrongdoing.

8. How Wiroko Reviews and Decides Complaints

Wiroko may consider listing terms, platform policies, order history, delivery records, account behavior, prior dispute history, communications, documentary evidence, category risk, legal obligations, and marketplace integrity when reviewing a complaint.

• Wiroko may uphold, deny, partially uphold, redirect, or close a complaint based on the available record.
• Wiroko may request additional evidence before making or revisiting a decision.
• Wiroko may decline to revisit a matter repeatedly where no materially new information is provided.
• Where the issue turns on specialized legal ownership, criminal conduct, or technical facts outside marketplace review, Wiroko may maintain interim restrictions without finally resolving the underlying private dispute.

9. Possible Outcomes

• A complaint may result in information-only guidance, seller outreach, a corrective action request, cancellation, replacement, repair coordination, partial refund, full refund, return instructions, pickup coordination, account warning, listing removal, reduced visibility, payout offset, reserve increase, suspension, or termination.
• Where appropriate, Wiroko may also refer the user to the controlling specialist policy or to an external provider process such as a card dispute, carrier claim, or legal notice path.
• Not every valid complaint results in a monetary remedy, and not every denied complaint means the complaining party acted in bad faith.

10. Escalation Beyond the Initial Review

If a complaint is not resolved through the initial marketplace review, Wiroko may allow or direct additional escalation depending on the type of issue.

• Payment disputes may proceed through the relevant bank, card issuer, mobile-money operator, or payment provider under their rules and applicable law.
• Intellectual property complaints should be escalated through the IP policy and notice process.
• Serious safety, fraud, sanctions, abuse, or unlawful-conduct issues may be escalated internally for risk, compliance, or legal review.
• Formal legal disputes remain subject to the governing-law and forum clauses in the applicable contract, except where mandatory law requires another forum or process.

11. Seller and Partner Cooperation Duties

• Sellers, service providers, and partners must respond promptly and in good faith to complaint-related requests from Wiroko.
• They must maintain the records reasonably needed to support fulfillment, service completion, delivery, sourcing, refunds, and dispute handling.
• Failure to cooperate can affect payout eligibility, reserve treatment, listing status, dispute outcomes, and overall account standing.
• Users may not pressure the complaining party to move the dispute off-platform in order to hide evidence, avoid fees, or weaken marketplace protections.

12. Bad-Faith, Abusive, or Retaliatory Complaints

• Do not submit complaints you know are false, materially misleading, fabricated, anti-competitive, retaliatory, or abusive.
• Do not use complaints to extort discounts, free goods, waivers, refunds, ranking advantages, competitor harm, or unrelated concessions.
• Do not harass, threaten, shame, or retaliate against another user for raising or defending a complaint in good faith.
• Wiroko may reject, deprioritize, restrict, or escalate abusive complaint behavior and may take separate marketplace enforcement action.

13. Local Law, Consumer Rights, and Non-Waiver

Because Wiroko operates across multiple markets and may support cross-border transactions, complaint handling can intersect with mandatory rights under consumer law, payments law, shipping rules, product-conformity rules, or local court procédures.

This policy is intended as a marketplace framework and does not waive rights that cannot legally be waived. Users remain responsible for meeting any mandatory provider-side or statutory notice deadlines that apply to external disputes or claims.

14. Contact and Formal Notices

For general buyer or user complaints, contact support@wiroko.com. For seller-side complaint, reserve, or dispute-handling questions, contact vendors@wiroko.com. IP-specific complaints should be sent to ip@wiroko.com. Formal legal notices may be sent to legal@wiroko.com.

If a listing, checkout flow, order workflow, program term, or specialist legal policy provides a more specific dispute channel, use that channel first.