1. What is Dispute Resolution Policy?
Kilimall strives to offer a seamless and user-friendly experience across our marketplace. However, disputes between customers and sellers and/or couriers will occasionally occur. This policy provides guidance to customers on how to report issues or complaints and resolve disputes.
2. How can I report an issue or complaint?
- For general assistance: Kindly describe the issue or a complaint you may contact Kilimall customer service by APP message or directly click here:
- For specific Refund/ Return/ Recharge/ Payment issue/ Report a product/ Suggestions, you can also apply a direct ticket from here
3. What will happen once I raised the complaint?
Once issue reported, Kilimall shall take the following steps:
- Record the following information for purposes of keeping you updated and tracking the issue
- Your name and contact details; and
- the nature of the issue
- And order related information( E.g order no. / payment info)
- Process and resolve in 1-3 days and revert to you
4. What if I want further escalation and above method not helpful?
- You can send mail to firstname.lastname@example.org directly to our manager for report.