Dispute Resolution Policy

A dispute may be raised if the buyer does not receive the item within the agreed delivery terms.

Conditions

• The vendor fails to ship or deliver the product within the stated timeframe.
• Delivery status is falsely marked as "delivered".
• The buyer has no physical receipt of the item.

Verification Factors

• Delivery tracking status.
• Courier confirmation records.
• Buyer acknowledgment (or lack thereof).
• Communication between buyer and vendor.

Outcome Consideration

If non-delivery is confirmed:

• Buyer may receive a full refund.
• Vendor may be penalized for non-fulfillment.

A dispute is valid if the delivered item materially differs from what was listed.

Examples of Significant Differences

• Wrong product (different model, brand, or variant).
• Incorrect specifications (e.g., lower storage, RAM mismatch).
• Different condition (e.g., used item delivered as new).
• Missing key features or functionality.
• Undisclosed defects or damage.

Materiality Standard

Minor variations (e.g., slight color shade differences) may not qualify. Differences must be substantial enough to affect value, usability, or buyer expectations.

Outcome Consideration

• Partial refund (if buyer accepts item with compensation).
• Return and full refund (if mismatch is significant).

A dispute is valid if the product is determined to be fake or unusable due to network restrictions.

Counterfeit Products

• Device is not an original product from the stated manufacturer.
• Branding, packaging, or specifications are falsified.

Blocked / Blacklisted IMEI

• Device cannot connect to mobile networks.
• IMEI is flagged as stolen, blocked, or invalid.

Outcome Consideration

• Immediate eligibility for full refund.
• Vendor may face suspension or permanent ban.

A dispute may be raised if the vendor does not meet agreed delivery obligations.

Examples

• Late delivery beyond agreed timeframe without justification.
• Delivery to wrong address due to vendor error.
• Incomplete delivery (missing items).
• Failure to update shipping status.

Outcome Consideration

• Refund (full or partial depending on case).
• Vendor performance penalty.

Buyers are required to provide relevant proof to support their claim.

Acceptable Evidence Types

1. Photos

• Clear images of the received product.
• Images highlighting defects, damage, or discrepancies.
• Packaging and labeling images.

2. Videos

• Unboxing videos (highly recommended).
• Demonstration of product faults or issues.
• Real-time evidence of missing components.

3. Delivery Records

• Courier receipts.
• Delivery confirmation messages.
• Proof of non-delivery (if applicable).

4. Communication Logs

• Chats, emails, or messages with vendor.
• Agreements or promises made by vendor.
• Delivery-related conversations.

Evidence Standards

• Must be clear, unedited, and relevant.
• Must directly relate to the dispute claim.
• False or manipulated evidence may lead to account penalties.

Vendors must provide evidence to defend against claims.

Acceptable Evidence Types

1. Shipment Proof

• Courier receipts.
• Tracking numbers.
• Dispatch confirmation.
• Delivery acknowledgment (if available).

2. Authenticity Proof

• Purchase invoices.
• Supplier documentation.
• Manufacturer verification (if applicable).

3. Listing Details

• Original product listing.
• Product images submitted.
• Description and specifications.

Additional Supporting Evidence

• Packaging photos before shipment.
• Dispatch videos.
• Communication with buyer.

Burden of Proof

Vendor must prove that the product delivered matches the listing exactly. Failure to provide sufficient evidence may result in a decision in favor of the buyer.

All disputed transactions remain held in CypherX escrow. Vendors cannot access funds during the investigation. Funds are only released after final resolution.

Purpose

• Protect both buyer and vendor.
• Prevent premature fund withdrawal.
• Ensure fair dispute resolution.

After reviewing all evidence, one of the following outcomes will be applied:

1. Full Refund (Buyer Wins)

Applicable when:

• Item not delivered.
• Product is counterfeit.
• Major mismatch or defect.

2. Partial Refund

Applicable when:

• Buyer agrees to keep item with compensation.
• Minor but significant issues exist.

3. Release to Vendor (Vendor Wins)

Applicable when:

• Vendor proves successful delivery.
• Product matches listing.
• Buyer claim is invalid or unsupported.

In certain cases, a refund is conditional upon product return.

Return Conditions

• Buyer must return the product to vendor.
• Product must be in received condition.
• Return tracking must be provided.

Process

• Return approved.
• Buyer ships item back.
• Vendor confirms receipt.
• Refund is issued.

Cost Responsibility

Determined based on dispute outcome. May be borne by vendor in valid claims.

To maintain platform integrity, CypherX may initiate fraud investigations when suspicious activity is detected.

Triggers for Investigation

• Repeated disputes from same user.
• Conflicting or suspicious evidence.
• Unusual transaction patterns.
• Reports of counterfeit or stolen devices.

Investigation Actions

CypherX may:

• Review transaction and account history.
• Analyze behavioral patterns.
• Request additional verification documents.
• Cross-check IMEI or product authenticity.

Account Suspension During Investigation

Accounts may be temporarily restricted:

• Status set to UNDER_INVESTIGATION.
• Buying or selling privileges may be limited.
• Withdrawals may be blocked.
• Escrow funds may be frozen.

Purpose

• Prevent further fraudulent activity.
• Protect marketplace participants.
• Preserve integrity of investigation.

Outcome of Investigation

Based on findings, CypherX may:

• Reinstate account (no violation found).
• Issue warnings.
• Suspend or permanently ban account.
• Reverse transactions.
• Escalate case to authorities.

Final Authority

All fraud investigation decisions are:

• Final and binding.
• Based on available evidence and system records.