Complaint Handling and Dispute Resolution Policy

At GoSELL, we are committed to fair and transparent dispute resolution between Buyers and Sellers. Our objective is to ensure that all transactions conducted on our platform comply with legal requirements and protect the rights of both parties.

Complaint Handling Process

In the event of a dispute, GoSELL encourages negotiation and mediation as the primary resolution methods. Our process includes the following steps:

Step 1: Submitting a complaint:

Buyers may file a complaint regarding a Seller's product or service by contacting us via:

Email: [email protected]
Direct report to GoSELL's management team

The complaint should include:

A clear description of the issue
Supporting evidence (e.g., receipts, order details, screenshots)

Step 2: Review by GoSELL's customer support team

GoSELL's customer support team will assess the complaint to determine its nature and severity.
Depending on the case, we may facilitate a resolution between the Buyer and Seller or provide recommendations for further action.

Step 3: If the dispute cannot be resolved through GoSELL's intervention or falls outside our authority, the Buyer will be advised to escalate the case to the appropriate government authorities following the law.

Where to file a complaint:

Email: [email protected]

Dispute and Complaint Regulations

Criteria for complaint validity

GoSELL reserves the right to remove or reject complaints that do not meet the following criteria:

Relevance to platform content: The complaint must be directly related to a specific post, transaction, or listing on the GoSELL platform and supported by concrete, verifiable evidence.
Appropriate language and conduct: The complaint must not contain offensive language, profanity, personal attacks, discriminatory remarks, or threats against any individual, business, or entity.
Legality and Compliance: Complaints regarding an entity or individual identified as part of a reactionary or anti-state organization, as defined under applicable laws, will be assessed according to legal and regulatory requirements.

Complaint submission requirements

To ensure fairness and transparency in the complaint resolution process, complainants must provide the following information:

Complainant's identity and account details: The full name, contact information, and GoSELL account details of the complainant.
Transaction or post information: Order numbers, product/service details, or relevant links to the post or listing in question.
Supporting evidence: Screenshots, email correspondence, receipts, contracts, or any other documentation proving the claim.
Detailed description of the issue: A clear, factual explanation of the complaint, including dates, interactions, and outcomes sought.

Commitment to consumer protection

GoSELL is committed to upholding consumer protection laws and ensuring fair trade practices on its platform. All Sellers advertising or selling products and services on GoSELL must adhere to the following obligations:

Honest and accurate advertising: Sellers must provide truthful, complete, and non-misleading product descriptions, including specifications, pricing, and return policies.
Legal compliance: All advertisements and product/service listings must comply with applicable advertising and consumer protection laws.
Prohibition of fraudulent practices: Any deceptive, misleading, or fraudulent conduct, such as false advertising, counterfeit products, or bait-and-switch tactics, is strictly prohibited and will result in immediate enforcement action.

Responsibilities of Buyers and Sellers in Dispute Resolution

Both Buyers and Sellers must actively engage in resolving disputes through communication and negotiation before seeking external intervention.

Upon request, Sellers must furnish documentary proof related to disputed transactions, including order confirmations, invoices, and delivery records.

GoSELL may, upon legitimate request, provide relevant transaction details to either party, ensuring compliance with privacy and data protection regulations.

Seller accountability for violations

If a dispute arises due to a Seller's misconduct, GoSELL reserves the right to take one or more of the following actions based on the severity of the violation:

Formal warning: Issuing an official notice to the Seller regarding the violation and required corrective actions.
Account suspension or termination: Temporarily or permanently restricting the Seller's account, depending on the nature and recurrence of violations.
Removal of listings: Deleting non-compliant product or service listings from the platform.
Compensation requirements: Requiring the Seller to compensate the Buyer, as determined through mutual agreement or legal directives.
Referral to legal authorities: In cases of serious legal violations, GoSELL may report the Seller to regulatory bodies for further action.

If a dispute remains unresolved despite mediation, both parties retain the right to escalate the matter to appropriate legal authorities.

Customer complaint handling for promotional products and services

Customers who experience issues related to the quality or redemption of promotional products or services can follow this structured complaint process:

Step 1: Submission of complaint

The Buyer submits a formal complaint via email to [email protected].
Alternatively, the Buyer may provide direct feedback to GoSELL's administration.

Step 2: GoSELL's Customer Service Review

The Customer Service Department will receive and review the complaint.
Based on the nature and severity of the issue, we will take appropriate action to assist in resolving the dispute.

If a Buyer purchases a voucher or service usage certificate from GoSELL, and the Seller or service provider refuses to honour it in violation of the published terms and conditions, we will:

Investigate the matter and verify the validity of the Buyer's claim.
Provide compensation to the Buyer if the rejection is found to be unjustified and contrary to the terms stated at the time of purchase.
Take appropriate measures against the violating Seller or service provider, including penalties, account suspension, or referral to legal authorities.

Cooperation with legal authorities

In cases where a dispute escalates to legal proceedings, GoSELL will fully cooperate with government authorities by providing requested information regarding the Seller, Buyer, or transaction as required under applicable laws.

Where to file a complaint:

Email: [email protected]