Dispute Policy

1. When you can open a dispute

As a buyer, you can open a dispute on any Block2Pay transaction while it is in PAID_HELD or SHIPPED state, and for up to 7 days after delivery. To open a dispute, use the link in your WhatsApp confirmation message or visit the order page with the buyer link the seller shared.

2. Fast-track (orders ≤ GHS 500)

• The seller has 24 hours to respond.
• If the seller does not respond, you are refunded automatically. The refund is processed within an hour of the deadline lapsing.
• If the seller approves the refund, you are refunded immediately.
• If the seller rejects with evidence, the dispute escalates to manual review.

3. Manual track (orders > GHS 500)

• Both parties have 7 days to submit evidence: photos, screenshots, shipping proofs, chat history.
• A TaafPay dispute officer reviews and decides:
  • Refund buyer (full)
  • Release to seller (full)
  • Split (partial refund)
• Decisions are logged and both parties are notified via WhatsApp.

4. Evidence we look at

• Photos of the item received vs. what was advertised
• Shipping waybill / delivery confirmation
• Date-stamped chat messages between buyer and seller
• Tracking notes the seller added at SHIPPED
• Mobile Money transaction details from the rails partner

5. Insurance pool backstop

For fast-track disputes resolved in your favour, the buyer-side refund timing is covered by our insurance pool — 0.5% of every successful transaction contributes to this pool. The pool is reconciled daily and its balance is published quarterly.

6. Repeat offenders

• Sellers with a dispute rate > 5% have their badge reviewed.
• Buyers who open > 3 disputes in 30 days are flagged for compliance review per Act 1044.
• Confirmed fraud results in account suspension and a Suspicious Transaction Report (STR) filed with the Financial Intelligence Centre.

7. Contact

Disputes about disputes can be escalated to disputes@getblock2pay.com.