Escrow Mediation Desk

Dispute Resolution & Buyer Protection

Because your payments are held safely in escrow, our dispute mediation process ensures swift, fair resolution whenever an issue arises.

The 3-Tier Resolution Process

STAGE 1

Claim Lodged

Buyer files a claim in account dashboard with photo/video evidence. Escrow payout to seller is instantly frozen.

STAGE 2

Merchant Response

The seller has 24 hours to review the issue and offer an instant replacement, partial refund, or full return.

STAGE 3

Afoomart Mediation

If both parties cannot agree, our senior mediation team steps in within 24 hours to issue a binding verdict.

STAGE 4

Escrow Settlement

Funds are immediately refunded to the buyer or released to the merchant based on verified evidence.

How to File a Dispute Claim

  1. Navigate to My Account → Orders.
  2. Click on the specific order and select "Open Escrow Dispute".
  3. State the issue clearly (e.g., Wrong item received, item defective, missing parcel).
  4. Attach unboxing photos, clear defect snapshots, or short video evidence.
  5. Our dedicated arbitration team will review your case within 24 hours.