Dispute Resolution

We understand that disputes can sometimes arise during online transactions. At Xkrow Limited, we've designed a clear and straightforward process to address and resolve these issues, ensuring fairness for all parties involved.

Dispute Resolution Process

  1. Dispute Initiation: If any party involved in a transaction raises a dispute before the payout, the transaction and funds are temporarily placed on hold until the dispute is resolved.
  2. Resolution Center: Both parties proceed to our Resolution Centre, where they can engage in a discussion using our chat feature.
  3. Evidence Submission: During the resolution process, both parties are encouraged to provide evidence supporting their case, which should align with the listed item and the terms of the sale.
  4. Arbiter's Verdict (Level 1): Our arbiter reviews the evidence presented and issues a verdict. Verdict options are either to credit the merchant or refund the paying customer.
  5. Funds Disbursement: Once a verdict is reached based on the evidence, funds are disbursed accordingly to the wallet of the prevailing party. Withdrawal to a regular account can then be initiated.
  6. Resolution and Completion: With the dispute resolved, the transaction is marked as completed, and both parties can move forward.
  7. Escalation to Level 2: If a dispute remains unresolved after Level 1, either party involved may choose to escalate the dispute to Level 2. Contact our support team to initiate the arbitration process. (More information can be found in the 'dispute area' of your dashboard.)

Further Terms

  • Before you have access to our full features, you must be fully verified and authenticated.
  • We are not accountable for any transaction or discussions outside the Xkrow platform.
  • You must use only our verified logistics partners when sending items across. We will not honour transactions done through unverified logistics companies.
  • Actual pictures, videos and conversations about the transaction should be sent inside the app for reference purposes. Endeavor to upload to your transaction partner the actual pictures, videos, conditions and details of the items they ordered. We advise against using Internet generated pictures and videos.
  • Once you receive your order, you have 1 hour to raise a dispute if there is an issue with the order.