Working draft · Version draft-2026-10-24 · Not effective
Raising a concern
Buyers should be able to report order, payment, delivery, product or account problems. Vendors and shippers should be able to challenge review or enforcement decisions. A live case should provide a reference, identify the issue and preserve relevant order events and evidence. The current Help form is a preview and sends nothing.
Investigation and response
Vuta should acknowledge a case, assign an owner, request only necessary evidence, keep the parties informed and explain the outcome. The final policy must set response and escalation times, urgent safety handling, appeal rights and when an order or payout is held. Support staff must not alter payment status or refund destinations based only on a message.
Resolution
Possible outcomes may include a corrected charge, delivery investigation, repair, replacement, return, refund, listing removal or account action. Eligibility and cost allocation depend on the approved buyer, vendor, shipper, return and warranty terms. A case opening alone does not promise a refund.
External routes
The final terms must identify the contracting entities, governing law and appropriate external dispute routes without limiting statutory rights. Privacy complaints may be raised with Kenya's Office of the Data Protection Commissioner. The Vuta support contact and postal address are still to be confirmed.