Dispute Resolution

Last updated: April 2026

Step 1 – Direct Resolution

We encourage buyers and vendors to first attempt to resolve disputes directly via the order messaging system. Most issues are resolved at this stage.

Step 2 – Raise a Dispute

If direct resolution fails, either party may raise a formal dispute from the order detail page within 30 days of the order date. Kooptog will be notified and will begin review.

Step 3 – Evidence Submission

Both parties will be asked to submit evidence (photos, messages, tracking information). Evidence must be submitted within 5 business days of the dispute being opened.

Step 4 – Kooptog Decision

Kooptog will issue a decision within 10 business days of receiving all evidence. The decision may include a full refund, partial refund, or rejection of the claim.

Step 5 – Escalation

If either party is unsatisfied with Kooptog's decision, they may escalate to the National Consumer Commission (NCC) or seek resolution through arbitration under AFSA rules.

Fraud & Abuse

Any party found to be filing dishonest disputes or engaging in fraudulent behaviour will have their account suspended and may be reported to relevant authorities.

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Questions? Email us at support@kooptog.co.za.