AfriConnect Exchange
A Project of Africonnect Exchange CIC
Vendor Dispute Resolution Policy
Last updated: 6 November 2025
Prepared By: AfriConnect Exchange (a project of Africonnect Exchange CIC)
Address: 21, Maple Terrace, G75 9EF, Glasgow, Scotland
Email: info@africonnect-exchange.org
Company Number: SC869128
Effective Date: 13/12/2025
Last Updated: 6/11/2025
Table of contents
- Purpose
- Guiding Principles
- What Qualifies as a Dispute
- How to Raise a Dispute
- Resolution Process
- Appeals
- Confidentiality
- Contact Us
Purpose
This policy outlines how AfriConnect Exchange handles disputes between vendors and buyers. It ensures that all parties are treated fairly, that issues are resolved promptly, and that the platform remains a safe and trustworthy space for community commerce.
Guiding Principles
- Fairness: All parties are given a chance to explain and resolve the issue
- Transparency: Processes and outcomes are clearly communicated
- Respect: All interactions must remain professional and courteous
- Compliance: All resolutions align with UK consumer protection laws
What Qualifies as a Dispute?
A dispute may arise when a buyer or vendor raises concerns about:
- Non-delivery or delayed delivery of goods/services
- Misrepresentation of product or service
- Faulty or damaged goods
- Unfulfilled refund or cancellation requests
- Unprofessional or abusive communication
- Breach of AfriConnect Exchange's Vendor Agreement or Terms of Service
How to Raise a Dispute
Buyers
Buyers should first contact the vendor directly to resolve the issue. If unresolved, they may email:
Include:
- Order details
- Description of the issue
- Any relevant screenshots or communication records
Vendors
Vendors may also raise concerns about buyer conduct or fraudulent claims by emailing the same address with supporting documentation.
Resolution Process
Step 1: Acknowledgement
- AfriConnect Exchange acknowledges receipt of the dispute within 48 hours
Step 2: Review
- The moderation team reviews all submitted evidence
- Both parties may be contacted for clarification
Step 3: Decision
- A resolution is proposed within 7 business days
- Possible outcomes include:
- Refund or partial refund
- Replacement or re-delivery
- Account warning or suspension
- No action (if claim is unsubstantiated)
Step 4: Communication
- Both parties are notified of the outcome
- Vendors are expected to comply with the resolution within 5 business days
Appeals
Either party may appeal the decision within 14 days by submitting additional evidence. Appeals are reviewed by a senior moderator or legal advisor.
Confidentiality
- All dispute records are handled confidentially
- Personal data is protected under UK GDPR
- AfriConnect Exchange does not publicly disclose dispute outcomes
Contact Us
For dispute resolution support:
AfriConnect Exchange CIC
21, Maple Terrace, G75 9EF, Glasgow, Scotland
Company Number: SC869128
© 2025 AfriConnect Exchange. All rights reserved.
A project of Africonnect Exchange CIC (SC869128)