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Dispute Resolution Policy

At eShop Naija, we strive to provide a safe and reliable marketplace for both customers and vendors. This Dispute Resolution Policy outlines the steps for resolving any disputes that may arise between customers and vendors. By using our platform, all parties agree to adhere to this policy.

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1. Scope of the Policy

This policy applies to disputes involving:

  • Non-delivery of purchased items.

  • Receipt of defective, damaged, or incorrect items.

  • Misrepresentation of product or service details.

  • Unfulfilled guarantees, warranties, or refunds.

Disputes arising from transactions outside the platform are not covered.

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2. Filing a Dispute

To file a dispute, customers must:

  • Submit the claim within seven days of receiving the product.

  • Provide the following details:

    • Order number.

    • Description of the issue.

    • Supporting evidence (e.g., photos or video of the product, proof of non-delivery, or communication history with the vendor).

How to File a Dispute:

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3. Dispute Resolution Process

Step 1: Acknowledgment

  • Upon receiving a dispute, we will send an acknowledgment within 2 days confirming that the issue is under review.

Step 2: Investigation

  • Customer Input: We will review the submitted evidence from the customer.

  • Vendor Input: We will contact the vendor for their response and supporting evidence, such as shipment tracking details or product records.

  • Platform Review: We will evaluate all evidence against the terms of service and product listing details.

Step 3: Proposed Resolution

After reviewing the case, we will propose one or more of the following resolutions:

  • Replacement or Exchange: If the product is defective, damaged, or incorrect.

  • Refund: Partial or full refunds for unresolvable issues.

  • Vendor Mediation: Facilitating direct communication between the customer and vendor to reach a mutual agreement.

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4. Timeline for Resolution

We aim to resolve disputes within 3 days from the date the dispute is filed. Complex cases may require additional time, and we will keep all parties informed of the progress.

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5. Escalation Process

If either party is unsatisfied with the proposed resolution, they may request escalation to:

  • A senior resolution specialist within our team.

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6. Vendor Responsibilities

Vendors are required to:

  • Respond to dispute inquiries within 48 hours.

  • Provide accurate and complete information during the investigation.

  • Honor agreed-upon resolutions, such as refunds or replacements.

Failure to comply may result in penalties, including suspension or removal from the platform.

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7. Customer Responsibilities

Customers are required to:

  • File disputes in good faith with accurate information.

  • Comply with the return or exchange procedures for eligible resolutions.

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8. eShop Naija’s Role

As a neutral intermediary, eShop Naija:

  • Facilitates communication and resolution between customers and vendors.

  • Reviews evidence and enforces policies fairly.

  • Reserves the right to make final decisions on disputes based on the evidence provided.

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9. Finality of Decisions

Decisions made by eShop Naija regarding disputes are final and binding. Legal action outside the platform is subject to applicable laws.

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10. Policy Updates

This policy may be updated from time to time. Changes will be effective immediately upon posting to the platform. Continued use of the platform constitutes acceptance of the revised policy.

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For questions or assistance with disputes, contact us at:
Email: info@eshopnaija.com
Support Hours: 24 Hours

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Thank you for choosing eShop Naija. We are committed to ensuring a fair and reliable shopping experience for all users.

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