1. Purpose
This process governs how disputes are escalated and resolved between Customers, Vendors, and Resellers on the Platform, and clarifies when and how Nusoko will intervene.
2. Scope
This process applies to disputes concerning: product quality or description; non-delivery or late delivery; returns or refunds not resolved directly with a Vendor; suspected fraud or counterfeit goods; and disputes between a Supplying Vendor and a Reseller relating to a reseller arrangement recorded on the Platform.
3. Stage 1 — Direct Resolution
3.1 Most disputes should first be raised directly between the Customer and the Vendor (or the Supplying Vendor, for a resold order) using the Platform’s messaging and order tools.
3.2 The Vendor must respond within 48 hours.
4. Stage 2 — Nusoko Mediation
4.1 If Stage 1 does not resolve the matter, or the Vendor does not respond within 48 hours, either party may escalate to Nusoko Support at [disputes@nusoko.co.ke] or via the Platform.
4.2 Nusoko will:
- review the order record, communications, and any evidence submitted (photographs, tracking data, payment records);
- request additional information from either party within a reasonable timeframe; and
- propose a resolution — such as replacement, refund, partial refund, or no action — based on the Returns & Refunds Policy, the Vendor Agreement, and applicable Kenyan consumer law.
4.3 Nusoko aims to resolve escalated disputes within 5 business days of receiving all information reasonably required.
5. Stage 3 — Nusoko Determination
5.1 Where Stage 2 mediation does not produce agreement, Nusoko may make a binding platform-level determination, which may include ordering a refund (full or partial), requiring replacement or correction, or — for repeated or serious breaches — suspending or terminating a Vendor’s or Reseller’s account.
5.2 Vendors and Resellers agree, under the Vendor Agreement, to be bound by determinations made under this process, without prejudice to any statutory right either party has to pursue the matter through the courts of Kenya or other lawful means.
5.3 A Nusoko determination is a platform-management decision, not a judicial or arbitral ruling, and does not itself finally determine legal rights between the parties.
6. Reseller-Specific Disputes
6.1 For disputes about a product sold via a Reseller — quality, non-delivery, or refund — this process applies with the Supplying Vendor as the responding party.
6.2 For disputes between a Supplying Vendor and a Reseller — for example, disagreement over an agreed margin, or alleged misuse of listing content — Nusoko will review the terms recorded in the Platform’s reseller-permission tools at Stage 2 and may assist in resolving the matter, but such disputes are primarily a commercial matter between those two parties.
7. Fraud & Safety Escalations
Reports involving suspected fraud, counterfeit goods, or safety risks may be actioned immediately by Nusoko — including listing takedown or account suspension — ahead of, or in parallel with, the standard dispute stages, and may be referred to the relevant Kenyan authorities where required by law.
8. Record-Keeping
Nusoko retains records of disputes and their resolution for the period set out in the Privacy Policy, to support future reference, regulatory requirements, and repeat-offence tracking.
9. External Recourse
Nothing in this process limits a Customer’s, Vendor’s, or Reseller’s right to pursue a matter through the Kenyan courts, a relevant regulator, or the Office of the Data Protection Commissioner (for data-related complaints), at any stage.
10. Contact
Disputes: [disputes@nusoko.co.ke] General support: [support@nusoko.co.ke]
This process is incorporated by reference into, and should be read together with, the Nusoko Terms of Service, Vendor Agreement, and Returns & Refunds Policy.