Dispute Resolution Policy
Last updated: Jun 28, 2024, 9:16 AM
Comprehensive dispute resolution process for an Agropests e-commerce platform:
Customer Service Contact: Incase of dispute, contact customer support using on our e-commerce https://agropests.co.ke/contact . You may as well contact us via email [email protected] or by phone +254728400331.
Documentation and Evidence Collection:
Customer involved in the dispute should provide relevant documentation and evidence to support their claims. This could include order confirmation emails, product photos, proof of delivery, and any communication between the customer and the e-commerce platform.
Initial Investigation:
We shall conduct an initial investigation into the dispute based on the evidence provided. This investigation shall be impartial and thorough, aiming to understand the nature of the dispute and identify any potential resolution options.
Mediation:
If the initial investigation does not resolve the dispute, the next step is mediation. A trained mediator, either internal or external to the e-commerce platform, shall facilitate discussions between the customer and the platform to reach a mutually acceptable resolution. Mediation can be conducted through phone calls, video conferences, or in-person meetings, depending on the preference of the parties involved.
Arbitration or Escalation:
If mediation fails to resolve the dispute, the next step is arbitration or escalation. This involves appointing a neutral third party to review the evidence and make a binding decision on the dispute. The decision of the arbitrator shall be final and legally enforceable.
Legal Action:
As a last resort, if all other dispute resolution methods fail, the parties involved may choose to pursue legal action through the appropriate legal channels. This could involve filing a lawsuit in the relevant jurisdiction or pursuing alternative dispute resolution methods such as small claims court or arbitration.
Feedback and Improvement:
Throughout the dispute resolution process, the e-commerce platform will collect feedback from both customers and internal stakeholders to identify areas for improvement. This feedback will be used to refine the dispute resolution process and prevent similar disputes from arising in the future.