What is Tazapay's dispute resolution process?

The parties are first required to try and resolve any disputes between themselves but where no resolution can be reached between the parties, Tazapay will assist the parties in resolving any such disputes.

The general dispute resolution process is as follows:

  • Step 1: The buyer raises a dispute by selecting one of the above reasons through Tazapay.
  • Step 2: The seller will be notified through Tazapay that the buyer has filed a dispute and the seller is given a specified number of days to respond to the dispute.

    If the seller does not respond by the deadline, the Applicant will return the money held in the escrow account back to the buyer.

    If the seller counter-disputes, then Tazapay will require both parties to negotiate and come to a mutually accepted resolution within a specified number of days. Should the parties reach an agreement, the parties shall notify Tazapay and then Tazapay will act as per the agreement reached and close the matter. Should the parties be unable to come to an agreement, either party may escalate the issue to Tazapay’s resolutions team, in which Tazapay will be authorised to investigate the issue and determine an outcome.

  • Step 3: If the issue is escalated to Tazapay’s resolutions team, then Tazapay will engage in the dispute resolution process, i.e. Tazapay can give a decision based on the evidence provided. Failure by a party to provide any evidence may result in Tazapay finding in favour of the other party by default. If the parties agree on the decision of Tazapay then the issue is closed and resolved.
  • Step 4: In case the dispute cannot be resolved by Tazapay due to insufficient evidence or if the dispute is related to improper packaging, shipping, or custom related issues, then the parties are required to go for arbitration to resolve the issue and submit the outcome to Tazapay. The monies under the escrow agreement are kept in escrow until the outcome of the arbitration.

For information regarding how to raise disputes, see this FAQ.