Dispute Resolution Policy

At Mona Marketplace, we strive to foster a fair and transparent online trading environment for all our users. In the event of a dispute between buyers and sellers, we have established a robust Dispute Resolution Policy to ensure that conflicts are addressed promptly and effectively.

Our Dispute Resolution Policy is designed to provide a structured approach to resolving conflicts while promoting communication and collaboration.

We encourage both buyers and sellers to make every effort to resolve issues amicably through direct communication. Open and honest communication is key to achieving a successful resolution.

If a dispute arises that cannot be resolved directly between the parties involved, Mona Marketplace provides a step-by-step process for escalating the issue. Here’s how it works:

1. Open Communication: Initiating Contact

The buyer or the seller should first attempt to contact the other party to discuss the issue and find a mutually agreeable solution. We encourage them to provide clear documentation, such as order details, timestamps, receipts, or tracking information, to support their case.

2. Escalation to Mona Marketplace Support

If direct communication fails to resolve the dispute, either the buyer or the seller can escalate the matter to our dedicated support team.

This can be done by submitting a detailed dispute resolution request to Mona Marketplace Support and providing relevant evidence and any other supporting information. Our support team will then review the case and guide the parties involved through the resolution process.

3. Mediation and Facilitation

Upon receiving a dispute resolution request, Mona Marketplace Support will act as a neutral party to mediate the conflict. Our support team will gather additional information, communicate with the parties involved, and assist in finding a mutually agreeable resolution. Throughout this process, confidentiality and fairness are of utmost importance.

4. Resolution Determination

In situations where a resolution cannot be reached through mediation, Mona Marketplace may step in to make a final determination based on the evidence provided by both parties. Our decision will be impartial and based on the applicable terms and conditions of our platform. We may consider factors such as shipping records, tracking information, product descriptions, and any other relevant evidence to reach a fair resolution.

5. Enforcement and Follow-up

Once a resolution has been determined, both buyers and sellers are expected to comply with the decision. Failure to do so may result in penalties, including but not limited to temporary or permanent account suspension. Mona Marketplace reserves the right to take appropriate actions depending on the severity and frequency of violations.

At Mona Marketplace, our commitment to fair and transparent trading extends to our dispute resolution process. We are here to assist our users throughout the process, aiming to find resolutions that are satisfactory to all parties involved.

By offering a comprehensive and structured Dispute Resolution Policy, we aim to maintain a trustworthy and reliable online marketing place for the benefit of our entire community.