Dispute Policy

“Dispute” means a formal open case on a specific trade record. “Parties” means the proposer and receiver accounts on that trade. “Staff” means Merkvex operators acting for the Service.

This Dispute Policy applies to peer-to-peer trades on the Merkvex Bazaar (offers, acceptances, shipping, completion, and ratings) between two user accounts, regardless of where the parties live, subject to the Terms (including governing law and venue in Saskatoon, Saskatchewan, Canada, and mandatory consumer carve-outs).

It does not cover:

• Subscription or billing with Merkvex (use billing@merkvex.com and Stripe; see Terms §4, including EU/UK digital-content withdrawal rules where they apply)
• Third-party carrier claims (you deal with the carrier)
• Copyright/DMCA notices (Terms §8): different intake path
• Privacy rights requests (Privacy Policy §10)

• Only a party to the trade (proposer or receiver).
• Both parties must be 18+ account holders (Terms §3 / COPPA age gate).
• Trade status must be accepted, shipped, or completed (not merely proposed/declined/cancelled).
• Only one open dispute per trade at a time.
• Reason required (minimum length enforced in-app).

The other party may respond by cooperating with support, submitting evidence, or withdrawing agreement to resolve offline: but the open flag remains until withdrawn or resolved.

Strong cases include as many of the following as apply:

• On-platform trade chat (already retained with the trade)
• Listing photos and condition claims
• Packing and unboxing photos
• Tracking number entered on the trade + carrier screenshots
• Delivery confirmation or “not received” evidence
• Payment proof only when relevant (redact full account numbers)

Today: You open a dispute in the trade room with a written reason. Full evidence packs are submitted when we ask: by email to hello@merkvex.com or staff Mail: with the trade ID in the subject. Structured in-app evidence upload may be added later; until then, email/Mail evidence is valid.

Silence after we request evidence may result in a decision based on the record we have.

Evidence and account data are processed under the Privacy Policy (including cross-border transfers to Canada/US processors and GDPR/US state rights where they apply).

Complex or multi-trade patterns take longer. Peak volume may delay responses. These targets are operational goals, not guarantees of outcome. Cross-border shipping and time zones may extend practical timelines for parties outside Canada/US.

Withdraw: The raiser may withdraw an open dispute in-app when available. Withdrawal does not erase history for pattern review.

Depending on the facts, we may:

• Ask both parties to complete the trade and rate
• Ask for return shipping or partial resolution they both agree to
• Close the dispute as resolved or withdrawn
• Apply a quiet trading restriction, warning, suspension, or ban under the Community Guidelines (never a public “under investigation” badge)
• Document findings for pattern monitoring

Investigations are private. We do not label public profiles “under investigation.” We may temporarily freeze new trading activity while reviewing serious reports.

We may process trade content, photos, IPs, and related account data as described in the Privacy Policy for fraud, safety, and enforcement (legal bases under PIPEDA and, where applicable, GDPR Art. 6 legitimate interests / legal obligation / contract).

Each report is reviewed on its merits. Repeat complaint patterns may raise priority but do not automatically prove fault.

Opening disputes to dodge ratings, harass a counterparty, or farm support attention may itself lead to enforcement under the Community Guidelines.

Account sanctions (restriction, suspension, ban) arising from a dispute follow the 14-day appeals process in the Community Guidelines and Terms §14. A closed dispute outcome that does not include a sanction is generally final; you may still contact support with new material evidence if facts change.

Appeals supply the human review path for enforcement that used automated or semi-automated signals (Privacy Policy §13 / GDPR Art. 22 where applicable).

This Policy is an operational process between you and Merkvex about platform tools and account status. It does not require you to waive non-waivable consumer rights against a counterparty or against Merkvex where the law forbids waiver.

Claims against Merkvex itself are governed by Terms §12 (limitation of liability; US class action and jury trial waivers with 30-day opt-out) and Terms §16 (Saskatchewan law; Saskatoon venue; mandatory consumer carve-outs for EU/UK and other jurisdictions).

Nothing in this Policy turns Merkvex into escrow or a guarantor of peer-to-peer payment or delivery.

Trade disputes: open in the trade room first, then hello@merkvex.com with subject Dispute: trade ID / @handles.

Billing: billing@merkvex.com.

DMCA / copyright: hello@merkvex.com subject DMCA Notice (Terms §8).

We retain dispute-related records as described in the Privacy Policy (including for fraud prevention, appeals, and legal claims). Withdrawing a dispute does not erase operational history used for pattern review.