Most transactions go through without friction. When one does not, the speed and quality of the response usually determines whether a supplier relationship survives it. This page sets out how to raise a complaint, what evidence to include, and what to expect in return.
Submit the complaint in writing through the platform as soon as the issue is identified — not after the goods have sat in the warehouse for a month. Include the order reference, the product and specification as confirmed, a clear description of the discrepancy, and supporting evidence. Complaints that arrive promptly, with documentation, are resolved far more often than ones that arrive late and vague.
We review the complaint and the evidence, and put the issue to the supplier for response. The most common resolutions are a correcting shipment, a replacement of the affected portion, a price adjustment reflecting the actual delivered specification, or a credit against the next order. Where the evidence shows the goods conformed to the confirmed specification, we will say so — an honest assessment is more useful to both sides than a diplomatic one.
Quality claims should be raised within the window agreed in the order, and in any case as soon as the discrepancy is discovered. Claims raised after the goods have been consumed, processed or resold, with no retained sample, are materially harder to substantiate. If you are buying a category for the first time, retain a sealed sample of the received goods until you have verified performance — it costs nothing and settles most arguments.
We are a matching platform, not the seller, and we do not hold funds in escrow. Where a dispute is fundamentally a commercial matter between buyer and supplier, we can facilitate, document and apply pressure through listing and verification status — but we cannot compel a settlement we have no contractual standing to enforce. We would rather state that boundary clearly than imply a level of protection that does not exist.