Dispute Policy

Section 01

Overview

SafeGate's dispute system is the safety net that protects both buyers and sellers when a transaction goes wrong. Because we hold funds in escrow before releasing them, we are in a unique position to intervene and ensure fair outcomes.

Our Admin team (JKB Global) reviews every dispute personally. We examine evidence from both parties before making any decision. No funds are released or refunded until the dispute process is complete.

Our commitment: Every dispute is reviewed within 24 hours of submission. Both parties receive a clear explanation of the outcome. We do not take sides — we follow the evidence.

Section 02

When Can You Raise a Dispute?

A dispute can only be raised by the buyer after the transaction status reaches SHIPPED. The following situations qualify for a dispute:

Item not received — The seller marked it as shipped but the item has not arrived within a reasonable delivery window.
Wrong item delivered — The item received is different from what was described in the transaction.
Damaged item — The item arrived in a condition significantly different from what was agreed.
Significantly not as described — The item is materially different from the product description provided by the seller.
Fake or counterfeit item — The item delivered is not genuine as described.

Not eligible for dispute: Change of mind, buyer's remorse, minor cosmetic differences not affecting function, or delays caused by logistics companies outside the seller's control. These do not qualify for a refund under this policy.

Your 7-Day Inspection Window

The moment a seller marks an item as SHIPPED, a 7-day inspection window opens. This is your window — use it to receive the item, check it properly, and then either confirm delivery or raise a dispute. The exact closing date is shown on your dashboard and on your payment link, and we email you a reminder before it expires.

If the window closes and you have neither confirmed delivery nor raised a dispute, the transaction is marked complete automatically and the seller's payout is queued for release. This exists so that sellers are not left waiting indefinitely on a buyer who has simply stopped responding — but it does mean the window is real.

If your item hasn't arrived, dispute before the window closes — don't wait. Raising a dispute stops the clock and holds the funds while we review. Once the transaction has auto-completed and the payout has been released, recovering the money becomes significantly harder and is no longer guaranteed under this policy. A late "it never came" is much weaker than a timely dispute.

Section 03

How to Raise a Dispute

Raising a dispute on SafeGate is straightforward. Follow these steps:

1

Log into your Buyer Dashboard

Navigate to the transaction you want to dispute. It must be in SHIPPED status.

2

Click "Report Issue"

The button appears on your active transaction card once the status is SHIPPED.

Must be done within 24hrs of expected delivery

3

Describe the issue clearly

Select the dispute category and write a detailed description of what went wrong. Be specific — vague claims are harder to resolve in your favour.

4

Send evidence via Support

Open a Support ticket referencing your transaction ID and attach photos, videos, or screenshots that support your claim. Our team links it to your dispute.

Screenshots or short videos accepted, max 15MB

5

Submit and wait

Your dispute is submitted and both parties are notified. Admin will review and respond within 24 hours. Do not contact the seller outside of SafeGate during this period.

Section 04

The Review Process

Once a dispute is submitted, the following happens in sequence:

Transaction status is automatically changed to DISPUTE. No funds can be released while a dispute is open.
The seller is notified immediately and given the opportunity to submit a response and their own evidence (dispatch proof, tracking, photos) via a Support ticket referencing the transaction.
SafeGate Admin reviews all submitted evidence from both parties within 24 hours.
Admin may request additional information from either party. Both parties have 12 hours to respond to such requests.
Admin makes a final decision and notifies both parties via email with a full explanation.

Fair process guarantee: Both buyer and seller have equal opportunity to present their case. Admin will not make a decision without reviewing evidence from both sides, unless one party fails to respond within the given timeframe.

Section 05

Dispute Outcomes

SafeGate can issue one of three outcomes following a dispute review:

Full Refund to Buyer

Seller failed to deliver, delivered wrong item, or delivered a damaged/counterfeit item with clear evidence.

Release to Seller

Delivery was confirmed with evidence, buyer provided no valid proof, or dispute was raised in bad faith.

Partial Refund

Item received but with minor issues. Admin mediates a fair split between both parties based on the evidence.

The escrow fee (1.5%, ₦200 minimum) is non-refundable in cases where the dispute is found in the seller's favour. In cases of full refund to the buyer, the escrow fee will be refunded at SafeGate's discretion.

Section 06

Evidence Rules & Standards

The quality of your evidence determines the outcome of your dispute. SafeGate weighs evidence based on its relevance, credibility, and timestamp accuracy.

Evidence Type	Who Can Submit	Weight
Dispatch receipt with tracking number	Seller	High
Courier confirmation (GIG, DHL, etc.)	Seller	High
Photos of undamaged item at dispatch	Seller	Medium
Photos of wrong/damaged item received	Buyer	High
Video unboxing showing item condition	Buyer	Very High
Screenshot of product description vs received	Buyer	High
Delivery location confirmation	Either	Medium

Evidence fraud is a serious offence. Submitting falsified, edited, or irrelevant evidence — including screenshots from other transactions or AI-generated images — will result in immediate dispute dismissal, permanent account ban, and potential legal action.

Section 07

Key Timelines

SafeGate operates on strict time windows to ensure disputes are resolved quickly. Missing a deadline may result in an automatic outcome against you.

Event	Deadline	Consequence of Missing
Buyer confirms delivery or raises a dispute	Within 7 days of dispatch	Transaction auto-completes; seller payout is queued
Seller responds to dispute	Within 24 hours of notification	Admin decides on buyer's evidence only
Either party responds to admin request	Within 12 hours	Decision made without that party's input
Admin resolves dispute	Within 24 hours of submission	N/A — Admin commitment
Seller ships after payment	Within 24–48 hours	Buyer eligible for automatic refund request

Section 08

Prohibited Dispute Behaviour

The following actions during a dispute will result in immediate decision against the offending party and possible account ban:

Initiating a bank chargeback while a SafeGate dispute is in progress.
Contacting or harassing the other party outside the SafeGate platform during a dispute.
Submitting fabricated, edited, or irrelevant evidence.
Filing a dispute with no intention of honest resolution (bad faith dispute).
Attempting to resolve the dispute directly in exchange for dropping the claim on SafeGate.
Filing multiple disputes for the same transaction.

Section 09

Appeals

If you believe the dispute outcome was unfair, you may appeal the decision once. Appeals must be submitted within 48 hours of the original decision via a support ticket, referencing your transaction ID.

To be considered, an appeal must include new evidence or information that was not available during the original review. Appeals based solely on dissatisfaction with the outcome — without new supporting material — will not be reconsidered.

Appeal outcome: SafeGate's appeal decision is final. No further recourse is available through the platform after an appeal has been reviewed. This does not affect your legal rights under Nigerian law.