Disputes Policy

1. Direct Resolution First

Before escalating a dispute, buyers and sellers should make a good-faith effort to resolve the issue through the order thread, conversation history, or other FlowSouq platform communication.

2. Common Dispute Reasons

Disputes may arise from non-delivery, damaged goods, inaccurate listings, fulfillment delays, failed service delivery, custom-order disagreements, payment concerns, abusive conduct, or suspected fraud.

3. Information Reviewed

When reviewing a dispute, FlowSouq may consider order records, listing content, conversation history, offers, fulfillment notes, delivery details, uploaded proof, moderation reports, payment status, and other platform activity connected to the transaction.

4. Seller Cooperation

Sellers are expected to respond promptly and provide accurate information when a dispute is raised. Failure to respond may affect how the dispute is reviewed or resolved.

5. Buyer Cooperation

Buyers are expected to explain the issue clearly, provide relevant proof when available, and avoid abusive, fraudulent, or misleading claims.

6. Objectionable Content and Abusive Behavior

FlowSouq has no tolerance for objectionable content or abusive users. If a dispute involves harassment, threats, hate speech, fraud, abusive messaging, spam, illegal activity, or other safety concerns, users should use FlowSouq's report and block tools or contact support.

FlowSouq reviews objectionable content and abusive-user reports within 24 hours. Confirmed violations may result in content removal, account restriction, suspension, user removal, cancellation of related activity, or other marketplace safety action.

7. Possible Outcomes

Depending on the circumstances, outcomes may include no action, seller response required, buyer response required, order cancellation, partial refund, full refund, content removal, account review, or account restriction for misuse of the platform.

8. Platform Discretion

FlowSouq may use reasonable discretion when reviewing disputes, but does not guarantee a particular result in every case. Outcomes depend on the facts available in the platform record, applicable payment rules, seller obligations, and marketplace safety requirements.

9. Fraud and Abuse

Fraudulent conduct, repeated abusive disputes, fake listings, intentional misuse of the marketplace, abusive messaging, or attempts to manipulate payments or refunds may lead to account restrictions, suspension, removal, or referral to payment processors or authorities when appropriate.

10. Chargebacks and External Claims

If a chargeback or payment dispute is opened with a payment processor, FlowSouq may use platform records to respond. Opening a chargeback does not guarantee a refund through FlowSouq. Buyers should attempt to resolve concerns through the platform first unless the matter involves fraud, unauthorized activity, or another urgent payment-security issue.

11. Policy Updates

This disputes policy may be updated over time. Continued use of FlowSouq means you accept the current version.