Effective Date: June 3, 2025

This Dispute Resolution Policy outlines the processes and procedures for resolving disputes that may arise between users on Classiry Nigeria at https://classiry.ng. FirstBy Retail Limited is committed to providing fair, efficient, and accessible dispute resolution mechanisms for our community.

1. Overview and Scope

1.1 Policy Purpose

This policy establishes clear procedures for:

  • Resolving disputes between buyers and sellers
  • Addressing platform-related issues
  • Providing fair mediation services
  • Ensuring compliance with Nigerian laws
  • Protecting user rights and interests

1.2 Types of Disputes Covered

This policy applies to:

  • Transaction disputes (payment, delivery, quality issues)
  • Communication and behavior disputes
  • Account access and security issues
  • Content and listing disputes
  • Policy violation disagreements
  • Refund and return disputes

1.3 Platform Role

Classiry Nigeria serves as a neutral facilitator and does not:

  • Guarantee transaction outcomes
  • Act as a buyer or seller in transactions
  • Take possession of goods or handle payments directly
  • Provide legal advice or representation
  • Replace the Nigerian court system

2. Prevention and Early Resolution

2.1 Best Practices for Avoiding Disputes

Before Transactions:

  • Communicate clearly about item conditions, prices, and terms
  • Ask detailed questions and request additional photos
  • Verify seller/buyer identity and reputation
  • Agree on payment methods and meeting arrangements
  • Document all agreements in writing

During Transactions:

  • Inspect items thoroughly before payment
  • Use secure payment methods
  • Meet in safe, public locations
  • Keep receipts and transaction records
  • Communicate any issues immediately

2.2 Clear Communication Guidelines

Effective Communication:

  • Be specific about your expectations
  • Respond promptly to messages and inquiries
  • Use respectful and professional language
  • Document important agreements
  • Set realistic timelines for transactions

2.3 Documentation Requirements

Keep Records Of:

  • All messages and communications
  • Photos of items and conditions
  • Payment receipts and confirmations
  • Meeting locations and times
  • Any agreements or modifications

3. Self-Resolution Process

3.1 Direct Communication

First Step – Contact the Other Party:

  • Send a polite, clear message explaining the issue
  • Provide specific details about the problem
  • Suggest reasonable solutions
  • Set a reasonable deadline for response (48-72 hours)
  • Remain professional and courteous

3.2 Negotiation Guidelines

Effective Negotiation:

  • Focus on facts rather than emotions
  • Be willing to compromise
  • Consider partial solutions
  • Propose specific remedies
  • Document any agreements reached

3.3 Common Self-Resolution Scenarios

Item Not as Described:

  • Discuss specific differences with the seller
  • Request additional photos or information
  • Negotiate price adjustment or return
  • Agree on remedy within reasonable timeframe

Payment Issues:

  • Confirm payment method and details
  • Verify transaction processing times
  • Discuss alternative payment arrangements
  • Set clear payment deadlines

No-Show or Cancellation:

  • Confirm meeting details and timing
  • Discuss rescheduling options
  • Address any concerns or obstacles
  • Agree on new arrangements or cancellation

4. Platform Mediation Services

4.1 When to Request Mediation

Mediation is appropriate when:

  • Direct communication has failed after 7 days
  • Both parties cannot reach agreement
  • The dispute involves significant value (above ₦10,000)
  • Policy violations are suspected
  • Safety concerns are involved

4.2 How to Request Mediation

Submit a mediation request by:

  • Emailing [email protected] with “MEDIATION REQUEST” in subject
  • Including all relevant details and documentation
  • Providing communication history with the other party
  • Stating your desired resolution
  • Paying applicable mediation fees (if any)

4.3 Required Information for Mediation

Include in your request:

  • Your username and contact information
  • Other party’s username and contact details
  • Listing ID or transaction reference
  • Detailed description of the dispute
  • Timeline of events and communications
  • Supporting evidence (photos, messages, receipts)
  • Proposed solution or desired outcome

4.4 Mediation Process

Step 1: Initial Review (24-48 hours)

  • Platform team reviews the mediation request
  • Determines if mediation is appropriate
  • Contacts both parties to confirm participation
  • Assigns a neutral mediator

Step 2: Information Gathering (2-3 days)

  • Mediator contacts both parties separately
  • Reviews all evidence and documentation
  • Clarifies facts and circumstances
  • Identifies key issues and interests

Step 3: Mediation Sessions (3-5 days)

  • Facilitates communication between parties
  • Helps identify mutually acceptable solutions
  • Guides negotiation process
  • Documents agreements reached

Step 4: Resolution and Follow-up (1-2 days)

  • Finalizes written agreement if reached
  • Monitors compliance with agreed terms
  • Closes mediation case
  • Provides feedback mechanisms

5. Escalation Procedures

5.1 Platform Investigation

When mediation fails, we may:

  • Conduct formal investigation of the dispute
  • Review platform policies and terms of service
  • Interview witnesses or additional parties
  • Examine technical evidence and system logs
  • Make binding decisions on policy violations

5.2 Account Actions

Possible enforcement actions:

  • Temporary suspension of accounts
  • Permanent banning for serious violations
  • Removal of listings and content
  • Restriction of platform features
  • Referral to law enforcement if necessary

5.3 External Resolution Options

If platform resolution is unsuccessful:

  • Nigerian Consumer Protection Council
  • Small Claims Court for monetary disputes
  • Nigerian Police for criminal matters
  • Professional arbitration services
  • Legal representation and court proceedings

6. Specific Dispute Categories

6.1 Payment Disputes

Non-Payment by Buyer:

  • Grace period: 48 hours after agreed payment time
  • Seller may cancel transaction and relist item
  • Buyer may be subject to account restrictions
  • Mediation available for disputes over payment terms

Payment Not Received by Seller:

  • Buyer should provide payment proof
  • Investigation of payment processing delays
  • Assistance with alternative payment methods
  • Protection against fraudulent payment claims

6.2 Item Quality Disputes

Item Not as Described:

  • Review original listing description and photos
  • Compare with evidence of actual item condition
  • Consider reasonable expectations for used items
  • Mediate between return, refund, or price adjustment

Defective or Damaged Items:

  • Determine if damage occurred before or after sale
  • Review disclosure of known defects
  • Consider repair, replacement, or refund options
  • Evaluate seller’s responsibility and liability

6.3 Delivery and Logistics Disputes

Failed Delivery:

  • Verify agreed delivery method and timeline
  • Investigate logistics provider issues
  • Determine responsibility for delivery failures
  • Mediate solutions for redelivery or refunds

Shipping Damage:

  • Review packaging and shipping methods
  • Determine liability between seller and shipper
  • Facilitate insurance claims when applicable
  • Negotiate compensation arrangements

6.4 Communication and Behavior Disputes

Harassment or Abuse:

  • Immediate investigation of reported behavior
  • Review communication history and evidence
  • Implement protective measures for affected users
  • Apply appropriate account sanctions

Misrepresentation or Fraud:

  • Thorough investigation of fraud allegations
  • Review evidence of intentional deception
  • Coordinate with law enforcement when necessary
  • Permanent account bans for confirmed fraud

7. Resolution Outcomes

7.1 Possible Resolutions

Common dispute outcomes:

  • Full or partial refunds
  • Item returns or exchanges
  • Price adjustments or credits
  • Apologies and corrective actions
  • Account warnings or restrictions
  • Transaction cancellations

7.2 Binding Decisions

Platform decisions are binding for:

  • Policy violation determinations
  • Account status and restrictions
  • Content removal requirements
  • Community guideline enforcement
  • Terms of service compliance

7.3 Appeals Process

Appeal rights:

  • Right to appeal binding platform decisions
  • 30-day deadline for filing appeals
  • Review by senior management team
  • Final decision within 14 business days
  • No further platform appeals after final decision

8. Legal Framework and Jurisdiction

8.1 Applicable Laws

Disputes are governed by:

  • Nigerian Consumer Protection Act
  • Nigerian Civil Procedure Rules
  • Federal Competition and Consumer Protection Act
  • Relevant state and local regulations
  • International commercial law where applicable

8.2 Jurisdiction and Venue

Legal proceedings:

  • Nigerian courts have exclusive jurisdiction
  • Venue determined by location of transaction or parties
  • Alternative dispute resolution encouraged
  • Compliance with Nigerian procedural requirements

8.3 Legal Representation

Users have the right to:

  • Seek legal counsel at any time
  • Terminate platform mediation to pursue legal action
  • Request legal advice during mediation
  • Represent themselves or use attorneys in proceedings

9. Fees and Costs

9.1 Platform Mediation Fees

Current fee structure:

  • Disputes under ₦50,000: Free mediation
  • Disputes ₦50,000 – ₦500,000: ₦5,000 mediation fee
  • Disputes over ₦500,000: ₦10,000 mediation fee
  • Fees refunded if platform error is determined

9.2 External Resolution Costs

Users are responsible for:

  • Legal fees and court costs
  • Professional arbitration expenses
  • Travel and documentation costs
  • Expert witness fees if required

9.3 Fee Disputes

Challenges to fees:

  • Submit fee dispute to [email protected]
  • Provide justification for fee challenge
  • Review by finance and legal teams
  • Decision within 7 business days

10. Record Keeping and Privacy

10.1 Documentation Standards

We maintain records of:

  • All dispute reports and communications
  • Mediation proceedings and outcomes
  • Evidence and supporting materials
  • Resolution agreements and compliance
  • Appeal proceedings and final decisions

10.2 Privacy Protection

Confidentiality measures:

  • Limited access to dispute information
  • Protection of personal and financial data
  • Secure storage of sensitive materials
  • Privacy compliance during investigations

10.3 Information Sharing

Limited sharing with:

  • Law enforcement when legally required
  • Courts when subpoenaed
  • Professional arbitrators when authorized
  • Insurance companies for covered claims

11. Continuous Improvement

11.1 Feedback Collection

We gather feedback on:

  • Dispute resolution process effectiveness
  • User satisfaction with outcomes
  • Suggestions for process improvements
  • Identification of recurring issues

11.2 Policy Updates

Regular reviews consider:

  • Changes in Nigerian law
  • Platform growth and new challenges
  • User feedback and suggestions
  • Industry best practices
  • Technology improvements

11.3 Training and Development

Ongoing improvements include:

  • Mediator training and certification
  • Customer service enhancement
  • Technology platform updates
  • Process streamlining initiatives

12. Emergency Procedures

12.1 Urgent Safety Issues

Immediate action for:

  • Threats of violence or harm
  • Suspected criminal activity
  • Identity theft or fraud
  • Safety hazards from products
  • Child safety concerns

12.2 Emergency Contacts

Report urgent issues to:

12.3 Immediate Response Protocol

Emergency response includes:

  • Immediate account suspension if necessary
  • Contact with law enforcement
  • User safety notifications
  • Temporary platform restrictions
  • Expedited investigation procedures

13. Contact Information and Support

13.1 Dispute Resolution Team

Contact our dispute resolution team:

  • Email: [email protected]
  • Subject line: “DISPUTE RESOLUTION – [Brief Description]”
  • Response time: 24-48 hours for initial contact
  • Business hours: Monday-Friday, 8:00 AM – 6:00 PM WAT

13.2 Legal and Compliance

For legal matters:

  • Email: [email protected]
  • Complex legal disputes
  • Policy interpretation questions
  • Compliance and regulatory issues

13.3 General Support

For general assistance:

  • Email: [email protected]
  • Platform usage questions
  • Account management issues
  • Technical support needs

14. Acknowledgment and Agreement

By using Classiry Nigeria, you acknowledge that you have read, understood, and agree to be bound by this Dispute Resolution Policy. You understand that this policy is subject to change and that continued use of our platform constitutes acceptance of any modifications.

Important Note: This policy supplements but does not replace your legal rights under Nigerian law. You always retain the right to seek resolution through Nigerian courts or other legal mechanisms available to you.

Last Updated: June 3, 2025 FirstBy Retail Limited – Classiry Nigeria Website: https://classiry.ng