All disputes must be reported to Zuri Market within 7 calendar days of the incident (non-delivery, wrong item, non-refund). Reports submitted after 7 days may not be eligible for Zuri mediation.
Direct Resolution — Buyer contacts vendor
First, contact the vendor directly on WhatsApp with the issue. Many disputes are resolved immediately when the vendor understands the problem. Be clear and professional. Share your M-Pesa confirmation SMS and any photos of the issue.
Report to Zuri Market — If vendor is unresponsive
If the vendor does not respond within 24 hours or refuses to resolve the issue, report the dispute to Zuri Market via WhatsApp: +254 706 459 922 or email: richard@zurimarket.co.ke. Include your full name, vendor name, product ordered, M-Pesa reference, and a description of the issue.
Zuri Investigation — We contact the vendor
Zuri Market contacts the vendor directly and requests their side of the dispute. We review all evidence submitted by both parties including WhatsApp message history, M-Pesa confirmations, photos, and delivery records. Both parties have 48 hours to submit their evidence.
Zuri Decision — Outcome communicated to both parties
Based on the evidence, Zuri Market makes a final decision. Possible outcomes: (a) Vendor instructed to refund or replace; (b) Dispute dismissed — buyer claim unsubstantiated; (c) Vendor suspended pending further investigation. Our decision is final for platform purposes, though legal remedies remain available to both parties.
Enforcement — Vendor action or account suspension
If the decision requires vendor action (refund, replacement, apology) and the vendor refuses to comply within 48 hours, their Zuri Market listing will be suspended until compliance. Repeat offenders are permanently removed and their details shared with relevant Kenyan consumer protection bodies.
- Vendor does not deliver after confirmed M-Pesa payment
- Product received is significantly different from listing description
- Vendor is completely unresponsive after payment
- Vendor refuses to honour an agreed refund
- Suspected vendor fraud (fake listings, wrong payment details)
- Vendor abuses or harasses a buyer during a transaction
- Buyer changes mind after payment (no obligation on vendor)
- Delivery delays due to genuine logistics issues (allow 2× estimated timeline before reporting)
- Minor differences in shade or colour from screen display
- Custom/made-to-order items that match agreed specifications
- Disputes reported more than 7 days after the incident
- Transactions arranged outside the Zuri Market platform
| Evidence Type | Why Required | How to Submit |
|---|---|---|
| M-Pesa transaction SMS | Proves payment was made and amount | Screenshot via WhatsApp |
| WhatsApp conversation screenshot | Shows what was agreed | Long screenshot via WhatsApp |
| Product listing screenshot | Shows what was advertised | Screenshot via WhatsApp |
| Photo of item received (if wrong item) | Documents the discrepancy | Photo via WhatsApp |
| Your name + vendor name | Identifies both parties | Included in report message |
| Date of transaction | Confirms within 7-day window | Included in report message |
Zuri Market investigates all disputes fairly. Buyers who submit false or malicious claims against vendors — including fake screenshots, fabricated evidence, or claims designed to obtain a refund for goods properly received — will have their access to Zuri Market suspended and may be reported to the appropriate authorities. Both buyers and vendors are protected under this policy.
| Obligation | Timeline | Consequence if Not Met |
|---|---|---|
| Respond to Zuri dispute notification | Within 24 hours | Dispute automatically decided in buyer's favour |
| Submit evidence to Zuri team | Within 48 hours of notification | Decision made on available evidence only |
| Execute agreed resolution (refund/replace) | Within 48 hours of decision | Listing suspended until compliant |
| Maintain professional conduct | Always | Immediate suspension for abuse |
Report a Dispute to Zuri Market
Contact us immediately if you have a dispute. We aim to acknowledge all reports within 4 business hours.
Zuri Marketplace acts as a marketplace facilitator and is not a party to transactions between buyers and vendors. Our dispute resolution process is provided as a service to our community and does not waive either party's legal rights under Kenyan law including the Consumer Protection Act (Cap 446) and the Sale of Goods Act. Either party may pursue independent legal remedies regardless of our internal dispute decision.
Last updated: June 2025 · Version 1.0 · Governed by Kenyan Law · Full Terms & Conditions