Reporting a Dispute

Where a problem arises with an order, product, payment, delivery, refund, or vendor conduct, the customer should contact TopStore eMarket support as soon as possible and provide the relevant order details, a clear explanation of the issue, and any supporting information reasonably available.

Initial Review by TopStore eMarket

Once a dispute is reported, TopStore eMarket may review the complaint, examine the order record, and assess any available information relevant to the matter.

This review may include checking order details, payment status, delivery records, communications, return information, product listing content, and any supporting documents or images provided by the customer or vendor.

Vendor Engagement

Where appropriate, TopStore eMarket may contact the vendor involved in the transaction and request clarification, supporting information, or a response to the complaint. Vendors are expected to cooperate promptly, honestly, and fully with any dispute-related review.

Mediation Through the Platform

TopStore eMarket may mediate between the customer and vendor in an effort to resolve the issue fairly and practically.

Depending on the nature of the dispute, this may involve return approval, refund review, replacement support, order clarification, delivery verification, payout review, or other reasonable platform action aimed at resolving the matter.

Temporary Holds During Dispute Review

Where reasonably necessary, TopStore eMarket may temporarily hold funds, delay payout, pause refund processing, restrict account activity, or take other interim action while a dispute, complaint, or transaction concern is under review.

Evidence and Cooperation

Customers and vendors may be asked to provide relevant information to support dispute review. This may include order numbers, proof of payment, photographs, delivery details, communication records, product condition evidence, or other records reasonably connected to the complaint.

Failure to cooperate with reasonable dispute handling requests may affect how the matter is assessed or resolved on the platform.

Platform Decision for Operational Purposes

Where TopStore eMarket reaches a conclusion during internal dispute review, that decision may be applied for platform management purposes, including refund handling, payout treatment, listing action, account restriction, or other necessary operational steps within the platform.

Referral Outside the Platform

Where a matter cannot be resolved through platform mediation, or where the nature of the complaint requires external handling, the dispute may be referred to relevant consumer protection, regulatory, law enforcement, or other competent authorities in Zambia, as appropriate.

Fraud, Abuse, and False Claims

TopStore eMarket may take strict action where a dispute is found to involve fraud, false claims, dishonest conduct, misleading evidence, payment abuse, or misuse of the complaint process. Such action may include account restriction, suspension, payout hold, platform removal, or referral to relevant authorities where necessary.

Response and Resolution Timing

TopStore eMarket will aim to review and address disputes as promptly as reasonably possible. However, resolution time may vary depending on the complexity of the issue, the availability of evidence, the cooperation of the parties involved, and the nature of the platform or payment processes connected to the dispute.

Contact Support Early

To improve the chances of a quicker and fairer outcome, customers and vendors should report disputes promptly and provide complete, accurate, and honest information at the earliest possible stage.