Zaelo Hub is committed to fair and transparent dispute resolution. Our process is designed to protect the rights of both Buyers and Sellers, consistent with the Federal Competition and Consumer Protection Act 2018 (FCCPA), the Consumer Protection Council Act, and the principles of natural justice under Nigerian law.
1. When Can You Open a Dispute?
You may open a dispute in the following situations:
As a Buyer
- Item not received: The Seller has not delivered the item within the agreed timeframe.
- Item not as described: The item received materially differs from the listing description, photos, or specifications.
- Defective or damaged item: The item is broken, damaged, or non-functional and this was not disclosed in the listing.
- Wrong item: You received a different item from what you ordered.
- Counterfeit goods: The item is a fake or counterfeit version of the advertised product.
As a Seller
- False claim by Buyer: The Buyer falsely claims non-receipt or misrepresents the condition of items received.
- Buyer harassment: The Buyer is making unreasonable demands not covered by the listing terms.
2. How to Open a Dispute
Go to Your Orders
Navigate to Dashboard → Orders and find the relevant order.
Click "Open Dispute"
Select the order and click the dispute button. Choose a reason from the dropdown.
Describe the Issue
Provide a clear, detailed description of the problem. Be specific about what went wrong.
Upload Evidence
Attach photos, screenshots of chat conversations, videos, or any other supporting evidence. The more evidence you provide, the faster we can resolve your case.
Submit
Your dispute will be assigned a case number and our team will begin review within 24 hours.
3. The Resolution Process
Stage 1: Direct Negotiation (24–48 hours)
We encourage both parties to attempt resolution through the in-app chat. Many disputes are resolved when the Buyer and Seller communicate directly. During this stage, escrow funds remain frozen.
Stage 2: Zaelo Hub Mediation (3–5 business days)
If direct negotiation fails, a Zaelo Hub Dispute Resolution Officer will be assigned to your case. The officer will:
- Review all evidence submitted by both parties.
- Review the chat history and transaction records.
- Contact both parties for additional information if needed.
- Make a fair ruling based on the evidence and our policies.
Both parties will be given a fair opportunity to present their case, in accordance with the principles of natural justice under Nigerian law.
Stage 3: Final Decision
The Dispute Resolution Officer will issue a final decision, which may include:
- Full refund to Buyer: If the Seller failed to deliver, sent the wrong item, or the item was materially misrepresented.
- Partial refund: If both parties share some responsibility (e.g., minor discrepancy from the listing).
- Funds released to Seller: If the Buyer's claim is found to be unsubstantiated or fraudulent.
- Account penalties: Repeated policy violations may result in account suspension or permanent ban.
4. Timelines
| Stage | Timeline |
|---|
| Dispute filing deadline | Within 48 hours of delivery |
| Acknowledgement by Zaelo Hub | Within 24 hours |
| Both parties provide evidence | 72 hours from dispute opening |
| Mediation and decision | 3–5 business days |
| Refund processing (if applicable) | 1–3 business days |
5. Evidence Guidelines
Strong evidence improves your chances of a favourable outcome. We recommend:
- Photos: Clear photos of the item received, including any defects, wrong items, or packaging damage.
- Videos: Unboxing videos are highly valued as evidence — we recommend recording the moment you open the package.
- Screenshots: Chat conversations where the Seller made specific promises about the item.
- Receipts/Documents: Proof of delivery, tracking information, or third-party authentication reports (for branded goods).
6. Fraudulent Disputes
Warning: Filing a false or fraudulent dispute is a serious offence. Users who submit fabricated evidence, falsely claim non-receipt of items, or abuse the dispute system will face immediate account suspension and may be reported to the Economic and Financial Crimes Commission (EFCC) under the Cybercrimes (Prohibition, Prevention etc.) Act 2015 and the Advance Fee Fraud and Other Fraud Related Offences Act 2006.
7. Escalation & External Remedies
If you are unsatisfied with Zaelo Hub's mediation outcome, you may pursue the following external remedies:
- Consumer Protection Council (CPC): File a complaint with the CPC under the Consumer Protection Council Act. Website: cpc.gov.ng
- Federal Competition and Consumer Protection Commission (FCCPC): File a complaint under the FCCPA 2018. Website: fccpc.gov.ng
- Arbitration: Either party may request formal arbitration under the Arbitration and Mediation Act 2023. Arbitration proceedings shall take place in Lagos, Nigeria.
- Court Action: As a last resort, you may bring legal proceedings before the High Court of Lagos State or the National Industrial Court, as applicable.
8. Tips for Avoiding Disputes
For Buyers
- Read the full product description and review all photos before purchasing.
- Ask the Seller specific questions about condition, authenticity, and accessories via chat before buying.
- Record an unboxing video when you receive the item.
- Never share the Delivery PIN until you are fully satisfied with the item.
For Sellers
- Write detailed, accurate product descriptions. Include all flaws or defects.
- Upload clear, genuine photos of the actual item (not stock images).
- Ship items promptly and use a trackable delivery method when possible.
- Communicate proactively with the Buyer about delivery timelines.
9. Contact
For dispute-related questions: