Complaints

Last updated: April 2026

Step 1 – Talk to the vendor

Message the vendor from the order page first. Most problems are resolved at this stage.

Step 2 – Open a complaint

If messaging does not resolve it, open a complaint on the order page and describe what went wrong and what would put it right. The vendor is notified immediately.

Step 3 – The vendor responds

The vendor responds within the window they have committed to, shown on their storefront and on your order. They may offer a refund, partial refund, or replacement, or explain why no remedy is due. Refunds are issued by the vendor through their own payment provider.

Step 4 – If the vendor does not respond

When the window lapses you are automatically sent the vendor's direct contact details, and the miss is recorded against the vendor. You may then lodge a complaint with the Consumer Goods and Services Ombud or exercise any other right you have under the Consumer Protection Act.

Kooptog's role

Kooptog provides the storefront and order tools. It is not a party to the sale, does not hold payment, and does not investigate, mediate, or decide complaints. Repeated unanswered complaints count against a vendor's standing on the platform.

Abuse

Complaints filed in bad faith or with false evidence may result in account suspension.

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