ROOTSI COMPLAINTS & DISPUTE RESOLUTION POLICY

Rootsi aims to resolve marketplace problems fairly and efficiently.

STEP 1 — CONTACT ROOTSI

Submit your complaint or dispute to:

admin@rootsi.co.za

Include:

• your name;
• order number where applicable;
• description of the issue; and
• relevant evidence.

STEP 2 — INITIAL REVIEW

Rootsi may review:

• the product listing;
• order information;
• payment records;
• tracking information;
• photographs;
• marketplace communications; and
• information provided by buyer and seller.

STEP 3 — RESPONSE FROM THE OTHER PARTY

Where appropriate, the buyer or seller involved will be given an opportunity to provide relevant information.

STEP 4 — PAYMENT HOLD

Where seller funds have not yet been paid out, Rootsi may temporarily hold the amount associated with the disputed transaction while the matter is investigated.

A payment hold does not constitute a decision in favour of either party.

STEP 5 — RESOLUTION

Depending on the circumstances and applicable law, possible resolutions may include:

• no further action;
• refund;
• partial refund;
• replacement;
• reshipment;
• voluntary Rootsi credit;
• release of seller funds; or
• another reasonable resolution.

FRAUDULENT DISPUTES

Fabricated evidence, fraudulent claims, threats or deliberate abuse of Rootsi’s dispute process may result in account restrictions.

EXTERNAL DISPUTE RIGHTS

Rootsi’s internal process does not prevent a consumer from approaching an applicable ombud, regulator, tribunal, court or other dispute-resolution body where entitled to do so under South African law.

CONTACT

admin@rootsi.co.za

.