Dispute Resolution Policy

KasiRoots provides a fair, structured dispute resolution process to protect both buyers and sellers. This policy applies to all transactions made on the platform. Both parties agree to this process when opening a store or placing an order.

A dispute may be raised when:

• An item was not received within the stated delivery timeframe.
• An item arrived damaged, defective, or significantly different from its listing.
• The wrong item was delivered.
• A return was not processed or a refund was not issued by the seller within the required timeframe.
• The seller is unresponsive to reasonable buyer communication for more than 3 business days.

Disputes about personal taste, change of mind (outside the 14-day return window), or items clearly marked "Final Sale" are not eligible.

1. Navigate to My Account → Orders and open the relevant order.
2. Click "Report an Issue".
3. Select the dispute reason and provide a clear description.
4. Upload supporting evidence: photos, screenshots, tracking info, or any relevant correspondence.
5. Submit — you will receive an acknowledgement email within 24 hours.

Disputes must be opened within 30 days of the order's delivery date or expected delivery date.

Once a dispute is opened, the seller is notified via email and their dashboard. The seller has 3 business days to respond with:

• Their account of the transaction.
• Evidence (proof of dispatch, tracking, product photos, correspondence).
• A proposed resolution (full refund, partial refund, replacement, or rejection with justification).

If the seller does not respond within 3 business days, the dispute is automatically ruled in the buyer's favour and a full refund is issued.

After both parties have submitted their evidence, a KasiRoots dispute administrator will review the case within 5 business days. The administrator may:

• Request additional information from either party.
• Contact the courier for tracking confirmation.
• Make a binding decision based on the evidence provided.

During the review period, the order funds remain in escrow and are not released to the seller.

The administrator's decision will be one of:

• Full refund to buyer — the entire order amount (excluding shipping) is refunded.
• Partial refund — a portion of the order amount is refunded, based on the nature of the issue.
• Dispute dismissed — the evidence supports the seller; funds are released to the seller.
• Replacement — the seller agrees to send a replacement item at their cost.

The administrator's decision is final within the KasiRoots platform. Either party may escalate to the appropriate South African legal forum if they believe the decision violates their statutory rights.

KasiRoots tracks each seller's dispute rate. A dispute rate exceeding 5% of orders in any 30-day period will trigger a review. Sellers with persistent dispute issues may face:

• A warning notice.
• Temporary suspension pending an internal review.
• Permanent removal from the platform.

Buyers who repeatedly raise false or fraudulent disputes may have their accounts suspended. Evidence of fraud may be referred to the South African Police Service (SAPS).

All dispute-related communication must take place through the KasiRoots dispute portal. Off-platform pressure, threats, or harassment of any party is a violation of our community standards and may result in immediate account suspension.

For dispute-related queries, email disputes@kasiroots.co.za or contact us through the Help Centre in your dashboard.