Complaints Policy

Who resolves a complaint

Every order on Kooptog is a contract between you and the vendor that supplied it. The vendor is the seller of record and is responsible for delivery, returns, refunds, replacements and warranties. Kooptog provides the storefront and the order tools. Kooptog is not a party to the sale, does not hold your payment, and does not decide the outcome of a complaint.

How to raise a complaint

1. Message the vendor first from the order page. Most problems are sorted out here.
2. Open a complaint on the order page if messaging does not resolve it. Describe what went wrong and what would put it right.
3. The vendor responds within the response window they have committed to, which is shown on their storefront and on your order. They may offer a refund, a partial refund, a replacement, or explain why no remedy is due.

If the vendor does not respond

When the vendor's response window lapses, Kooptog automatically sends you the vendor's direct contact details and marks the complaint as overdue on the vendor's record. You may then take the matter to the vendor directly, or lodge a complaint with the Consumer Goods and Services Ombud, which handles consumer complaints against South African suppliers at no cost to you. You retain every right you have under the Consumer Protection Act.

What Kooptog does with complaints

• Stores the complaint and the vendor's response so both of you have a record.
• Enforces the vendor's own response deadline and makes misses visible.
• Uses repeated unanswered complaints as a signal in deciding whether a vendor may continue to trade on Kooptog.

Kooptog does not investigate, mediate, recommend outcomes, or execute refunds. Refunds are issued by the vendor through the vendor's own payment provider.

Abuse

Complaints filed in bad faith, with false evidence, or repeatedly after goods have been received may result in account suspension.