Dispute Resolution Policy
eDhumashi is committed to upholding the integrity of its platform as a trusted marketplace. To ensure the equitable resolution of disputes that may arise between buyers and sellers, eDhumashi provides a structured mechanism for addressing grievances on its website. In the process of investigating disputes, eDhumashi diligently considers the information supplied by both parties to arrive at just decisions.
Disputable Scenarios
A buyer is eligible to initiate a dispute through eDhumashi if any of the following conditions are not met:
- Receipt of damaged items
- Items have not been delivered
- Absence of tags and labels
- Discrepancies in size or weight
- Non-conformity with the advertised description
- Receipt of the wrong item
- Missing parts or ingredients
Dispute Resolution Procedure
- Initiation: Either the buyer or the seller may initiate the dispute resolution process.
- Evaluation: eDhumashi evaluates the case.
- Inform: eDhumashi takes a decision and informs both the parties,
- Appropriate Actions: If deemed necessary, eDhumashi will take requisite actions to facilitate resolution.
- Arbitration or Legal Recourse: If any party remains dissatisfied with the resolution, they retain the option to escalate the matter to arbitration or legal proceedings.
How to raise a Dispute?
To raise a dispute the customer or supplier needs to raise a ticket through eDhumashi platform via store.edhumashi.mv. In the ticket, the customer/merchant needs to provide complete and accurate information regarding the case.
What happens when you raise a dispute?
When a dispute has been raised, the funds associated with that particular transaction, will be placed on hold until the dispute is resolved. These funds will be released to the Supplier or refunded to the Customer based on the decision made by eDhumashi after evaluating the case.
Closing the dispute
eDhumashi will close the ticket after the dispute has been resolved and the decision has been communicated to both parties. If an understanding has been made between the Customer and Supplier after the ticket was raised, the ticket will be closed by eDhumashi.
After a ticket has been closed, the dispute cannot be reopened. If either party is unsatisfied by the eDhumashi’s decision, after the ticket is closed, either party can apply for arbitration/court.