1. Purpose & Scope

The purpose of this Customer Dispute / Complaint Policy is to outline how customers (“you” or “buyer”) can raise concerns or complaints regarding vendors, products, or transactions on Sahraa Bazaar (“we,” “us,” or “our”). It also clarifies the roles and responsibilities of vendors and Sahraa Bazaar in addressing and resolving these disputes.

1. Multi-Vendor Environment: Sahraa Bazaar is a platform enabling independent vendors to list and sell their products directly to customers.
2. Vendor Accountability: Vendors control their inventory, shipping, and customer service. Disputes related to product quality, shipping delays, or returns should first be addressed with the vendor.
3. Limited Liability: We facilitate transactions but are not the seller of record. Our responsibility in disputes is primarily to maintain a fair, compliant marketplace.

3. Types of Disputes & Complaints

The most common disputes or complaints include, but are not limited to:

1. Product Issues: Damaged, defective, or misrepresented items.
2. Shipping & Delivery: Delayed deliveries, lost packages, or incorrect shipping methods.
3. Refunds & Returns: Vendor refusal to honor stated return/refund policies or missing refunds.
4. Customer Service: Inadequate or unresponsive vendor communication.
5. Payment Problems: Unauthorized charges, billing discrepancies, or payment gateway errors.
6. Policy Violations: Alleged breaches of Sahraa Bazaar’s Terms of Service, Prohibited Items Policy, etc.

4. Initial Steps for Resolution

1. Check Vendor Policies: Review the vendor’s published return, refund, and shipping policies. Some issues (e.g., return timeframes) may be clarified there.
2. Gather Documentation: Keep your order confirmation, receipts, photos (if relevant), and any communication with the vendor.
3. Time Sensitivity: Contact the vendor as soon as you identify an issue. Delays in reporting may affect the outcome of your complaint.

5. How to File a Complaint with the Vendor

1. Contact Methods: Use the “Contact Vendor” function on the order details page, vendor store page, or any contact details provided by the vendor.
2. Provide Details: Explain the issue clearly, including order number, product details, and photos/videos if applicable.
3. Vendor Response Time: Vendors typically respond within their stated business hours (often 24–48 hours). If they don’t respond promptly, you may escalate the dispute (see Section 6).

6. Escalating a Dispute to Sahraa Bazaar

1. Submit a Complaint to Sahraa Bazaar:
   • Online Form / Helpdesk: [Link or instructions to open a ticket]
   • Email: [support@sahraabazaar.com]
2. Required Information:
   • Order number, vendor name, and relevant communication screenshots.
   • A clear description of the unresolved issue.
3. Investigation: Our team will review your submission and may contact both you and the vendor for additional information.

7. Sahraa Bazaar’s Role & Limitations

1. Neutral Facilitator: We aim to mediate disputes impartially to reach a fair outcome.
2. No Guaranteed Outcome: While we strive to assist, we do not guarantee a refund, replacement, or any particular resolution.
3. Non-Legal Authority: We are not a court of law. We attempt to resolve conflicts under our marketplace policies but may advise parties to seek legal counsel for complex or high-value disputes.
4. Potential Actions: Depending on the severity or frequency of complaints against a vendor, we may issue warnings, suspend vendor accounts, or remove listings to maintain marketplace integrity.

8. Resolution Outcomes

1. Refund or Partial Refund: Depending on the vendor’s policy or Sahraa Bazaar’s discretionary input.
2. Replacement or Exchange: If the vendor has stock or a suitable alternative.
3. No Further Action: If the vendor has complied with their stated policies and no breach is found.
4. Account Suspension/Termination: In cases where vendors repeatedly violate marketplace rules or fail to address legitimate customer complaints.

9. Misuse of the Dispute Process

1. Fraudulent Claims: Submitting false or deceptive claims or evidence can lead to the suspension or termination of a buyer’s account.
2. Excessive Disputes: Repeatedly filing frivolous or unjustified disputes may result in restricted access to the Site.

10. Legal & Regulatory Complaints

1. Consumer Protection Agencies: If a dispute remains unresolved, you may consider filing a complaint with a relevant consumer protection authority in your jurisdiction.
2. Law Enforcement: If you believe a vendor’s conduct is illegal (e.g., fraud, counterfeit goods), you should contact local law enforcement or legal authorities directly.
3. Arbitration/Court: As outlined in our Terms of Service, final legal recourse may involve arbitration or court proceedings under the laws of the Province of Ontario, Canada.

11. Policy Modifications

Sahraa Bazaar reserves the right to modify or update this Customer Dispute / Complaint Policy at any time to reflect changes in our procedures or to comply with legal requirements. Any updated version will be posted on this page with a revised “Last Updated” date. By continuing to use the Site after such changes, you accept the new policy.

12. Contact Information

If you have any questions, concerns, or feedback regarding these Terms or our Services, please contact us at:

• Email: [support@sahraabazaar.com]
• Mailing Address: [Sahraa Bazaar, Your LLC Name, Address, City, Province, Country]
• Or visit our Contact Us page.