Dispute Resolution & Buyer Protection
At Maket Ayisyen, we are committed to maintaining a safe, transparent, and trustworthy marketplace. Our dispute system is designed to protect both buyers and sellers, ensuring fair outcomes and quick resolutions.
How the Dispute Process Works
If a problem arises with an order, we follow a clear step-by-step process:
- Buyer Contacts the Seller First
The buyer should reach out to the seller through the platform to explain the issue and request a solution. - Open a Dispute on the Platform
If the seller does not resolve the issue, the buyer may officially open a dispute. - Both Parties Provide Evidence
Buyers and sellers may be asked to submit proof, such as:- Photos of the product
- Delivery confirmation or tracking details
- Screenshots of conversations
- Any relevant documentation
- Investigation & Decision
Our dispute team reviews all evidence carefully and makes a decision within 14 business days based on platform policies.
This structured process ensures every dispute is handled fairly and efficiently.
Buyer Protection
Maket Ayisyen protects buyers from unfair or dishonest transactions. Buyers may be eligible for:
- Refunds for items never received, after the carrier’s confirmation.
- Refunds for items that are significantly different from the seller’s description.
- Protection from fraudulent or abusive sellers, including banning or suspension when necessary.
- Support with disputes and assistance communicating with sellers.
Our goal is to ensure buyers shop with complete confidence.
Seller Protection
We also protect honest sellers from misuse of the system. Sellers benefit from:
- Fair consideration of evidence, including tracking information and communication history.
- Protection against false or abusive claims made by buyers.
- The right to appeal decisions if new evidence becomes available.
- A clear strike system for buyers who file dishonest disputes.
Sellers who consistently follow platform rules are fully supported throughout the process.
Examples of How Decisions Are Made
- Example 1: Buyer Claims “Item Never Arrived”
If tracking shows the item was delivered to the correct address, the decision will favor the seller.
No refund is issued unless the buyer provides new proof (e.g., carrier error). - Example 2: Seller Not Shipping Orders
If a seller repeatedly fails to ship products or cannot provide proof of shipment, the case will favor the buyer.
The seller may face account suspension or removal.
These examples show how we prioritize fairness, accuracy, and accountability for all users.
Our Commitment
This dispute system is designed to:
- Build trust between buyers and sellers
- Encourage responsible selling and honest buying
- Ensure fair outcomes based on clear evidence
- Maintain a safe and reliable marketplace
