Dispute resolution policy

Effective Date: 1 April 2026

Shop South operates as a marketplace connecting Australian customers with independent vendors based in India. We take disputes seriously and are committed to fair, timely, and transparent resolution for both customers and vendors.

This policy explains how disputes are handled, what you can expect from us, and your options if a resolution cannot be reached directly.

1. Scope of This Policy

This Dispute Resolution Policy applies to:

• Disputes between a customer and a vendor regarding a product, order, or delivery
• Disputes between a vendor and our platform regarding commissions, payouts, or account decisions
• Complaints about the conduct of either party on our platform

This policy does not apply to general refund or returns requests, which are handled under our Refund & Returns Policy.

2. Our Role as a Marketplace

Shop South is a platform provider, not the direct seller of goods. However, we take our responsibility to both customers and vendors seriously. We will act as a neutral facilitator in disputes, reviewing the facts and working with both parties to reach a fair outcome.

We do not automatically side with either party. Our decisions are based on the evidence provided, our platform policies, and applicable Australian Consumer Law.

3. The Dispute Resolution Process

Stage 1 — Direct Contact

Before raising a formal dispute, we encourage you to first attempt to resolve the matter directly:

• Customers: use the messaging feature in your account to contact the vendor directly
• Vendors: respond to all customer messages within 2 business days

Many issues — such as shipping delays, sizing questions, or minor product concerns — can be resolved quickly through direct communication. We encourage good faith dialogue as the first step.

Stage 2 — Raise a Formal Dispute with Us 

If direct contact has not resolved the issue within 5 days, either party may raise a formal dispute with Shop South by emailing info@shopsouth.com.au.

Your dispute submission should include:

• Your full name and order number
• A clear description of the issue
• Any relevant evidence (photos, screenshots, tracking information, correspondence)
• The outcome you are seeking (refund, replacement, explanation, etc.)

We will acknowledge your dispute within 2 business days and begin our review.

Stage 3 — Our Investigation & Decision

Once a formal dispute is raised, we will:

• Review all evidence submitted by both parties
• Contact the other party to request their response and any supporting evidence
• Assess the matter against our platform policies and Australian Consumer Law
• Issue a written decision to both parties within 14 business days of receiving the dispute

Our decision will outline what action, if any, will be taken — such as a refund, payout adjustment, account suspension, or no further action.

Stage 4 — External Resolution

If you are not satisfied with our decision, or if the dispute involves a matter beyond our authority, you may escalate to an external body:

4. External Dispute Resolution Bodies

 

5. Specific Dispute Scenarios

5.1 Item Not Received

If a customer claims an item was not received:

• We will review the tracking information provided by the vendor
• If tracking shows delivered, we will consider whether the address provided was correct and request the customer check with neighbours and their local post office
• If tracking shows the item is lost or stuck in transit for more than 14 days beyond the estimated delivery date, we will treat it as lost and arrange a remedy

5.2 Item Not As Described

If a customer claims an item does not match its listing:

• The customer must provide photos clearly showing the discrepancy
• We will compare against the original listing at the time of purchase
• If the discrepancy is confirmed, the vendor is required to offer a replacement or full refund

5.3 Vendor Payout Disputes

If a vendor disputes a commission deduction or payout amount:

• Submit your dispute to info@shopsouth.com.au with your vendor ID and a breakdown of the expected payout
• We will review the transaction records within 5 business days
• If an error is confirmed, the correct amount will be paid in your next payout cycle

5.4 Vendor Account Suspension

If a vendor's account has been suspended and they wish to appeal:

• Submit a written appeal to info@shopsouth.com.au within 14 days of suspension
• Include your reasoning and any supporting evidence
• We will review appeals within 10 business days and provide a written response
• Our decision on appeals is final

5.5 Fraudulent or Counterfeit Products

If a customer or vendor suspects a product is counterfeit or fraudulently listed:

• Report it immediately to info@shopsouth.com.au with all relevant evidence
• We will investigate within 5 business days
• If fraud or counterfeiting is confirmed, the vendor's account will be suspended immediately and all affected orders refunded
• We may also report the matter to relevant authorities

6. Good Faith Obligation

Both customers and vendors are expected to participate in dispute resolution in good faith. This means:

• Providing accurate and complete information
• Responding to our requests for information within 5 business days
• Not making false, exaggerated, or misleading claims
• Treating all parties with respect throughout the process

We reserve the right to close a dispute without a finding if a party repeatedly fails to respond or is found to be acting in bad faith. Repeated bad faith conduct may result in account suspension.

7. Record Keeping

We keep records of all disputes and their outcomes for a minimum of 3 years. These records may be used to identify patterns of non-compliance and improve our platform. Records may also be required in legal proceedings.

8. Contact

To raise a dispute or for any questions about this policy:

Email: info@shopsouth.com.au

Subject line: Dispute — [Your Order Number]