When should I open a dispute?

Open a dispute before you confirm receipt and usually before the dispute window on the order ends — for example if the item never arrived, is significantly not as described, or handover failed.

What happens to my money while Zweka reviews a dispute?

Held funds are typically frozen from release to the seller until we decide: full refund, partial outcome, or release to the seller based on evidence.

What evidence should I upload?

Listing screenshots or the live listing, chat on the Platform, delivery or meetup proof, and clear photos or video of the item and packaging. On-platform chat carries the most weight.

What if I already paid the seller outside Zweka?

Off-platform payments are not protected by escrow. We cannot reverse bank transfers or cash you sent directly. Use the order payment flow for protection.

Zweka Technologies Ltd

Dispute policy

How Zweka handles disagreements about paid orders while funds are held or recently captured.

Effective / last updated: 6 September 2026 · Governing law: Federal Republic of Nigeria

1. Purpose

Disputes exist so money does not move blindly when goods are missing, not as described, or handover failed. This Policy works with the Return & refund policy and order screens in the product.

2. When you can open a dispute

Item not received / meetup no-show with payment captured
Item significantly not as described (condition, authenticity, completeness)
Wrong item sent
Courier marked delivered but you did not receive (with evidence)
Other material breach of the listing promises

Disputes must be opened before buyer confirmation and usually before the dispute window ends. After confirmation, only exceptional cases (e.g. clear fraud) are reviewed.

3. How to open

Go to the order and choose dispute (or contact live support if the control is unavailable).
Select a reason and describe the issue.
Upload photos/videos and keep chatting on-Platform.

Opening a dispute typically freezes release of held funds until resolution.

4. Evidence we consider

Listing photos and description at time of purchase
In-app chat transcript (immutable system events included)
Delivery tracking, meetup confirmation, photos of packaging/item
Payment and order ledger state
Prior reports or pattern risk on either account

5. Process and timelines

Both parties may be asked to respond within a stated deadline (often 48–72 hours).
Failure to respond may lead to a decision on available evidence.
Complex cases (fraud rings, regulated goods) may take longer; funds remain held.
Admin rulings are logged for audit.

6. Possible outcomes

Full refund to buyer
Partial refund / partial release
Full release to seller
Directed return of goods where practical (buyer protection may depend on compliance)
Account warnings, verification holds, or bans for Policy breaches

7. Seller obligations

Sellers must respond honestly, ship or meet as agreed, and not pressure buyers to confirm early or pay outside Zweka. Misrepresentation can lead to refunds funded from amounts otherwise due to the seller and further enforcement.

8. Abuse

False disputes, “friendly fraud,” or evidence tampering may result in lost claims and account suspension. Repeat chargebacks without using this process may also trigger limits.

9. Escalation

If you disagree with an outcome, email support@zweka.ng with your order ID within 14 days of the decision. For privacy or legal notices use legal@zweka.ng. This does not prevent you from pursuing rights under Nigerian law.

Frequently asked questions

When should I open a dispute?: Open a dispute before you confirm receipt and usually before the dispute window on the order ends — for example if the item never arrived, is significantly not as described, or handover failed.
What happens to my money while Zweka reviews a dispute?: Held funds are typically frozen from release to the seller until we decide: full refund, partial outcome, or release to the seller based on evidence.
What evidence should I upload?: Listing screenshots or the live listing, chat on the Platform, delivery or meetup proof, and clear photos or video of the item and packaging. On-platform chat carries the most weight.
What if I already paid the seller outside Zweka?: Off-platform payments are not protected by escrow. We cannot reverse bank transfers or cash you sent directly. Use the order payment flow for protection.

2. When you can open a dispute

Item not received / meetup no-show with payment captured
Item significantly not as described (condition, authenticity, completeness)
Wrong item sent
Courier marked delivered but you did not receive (with evidence)
Other material breach of the listing promises

Disputes must be opened before buyer confirmation and usually before the dispute window ends. After confirmation, only exceptional cases (e.g. clear fraud) are reviewed.

Frequently asked questions

When should I open a dispute?: Open a dispute before you confirm receipt and usually before the dispute window on the order ends — for example if the item never arrived, is significantly not as described, or handover failed.
What happens to my money while Zweka reviews a dispute?: Held funds are typically frozen from release to the seller until we decide: full refund, partial outcome, or release to the seller based on evidence.
What evidence should I upload?: Listing screenshots or the live listing, chat on the Platform, delivery or meetup proof, and clear photos or video of the item and packaging. On-platform chat carries the most weight.
What if I already paid the seller outside Zweka?: Off-platform payments are not protected by escrow. We cannot reverse bank transfers or cash you sent directly. Use the order payment flow for protection.