Complaints Handling
We take all complaints seriously. Choose the right channel depending on the nature of your issue.
Order or Transaction Problem?
Use the Dispute Center — the fastest route for buyer/seller issues. Must be opened within 5 calendar days of delivery.
Go to Dispute Center →General Complaint?
For account issues, policy concerns, or anything outside an active order — contact us by email or WhatsApp.
Part A — Order Disputes
1. How the Dispute Center Works
For problems with a specific order — item not as described, damaged, not delivered, or seller did not ship — open a dispute directly from your order page. This triggers a structured review where both buyer and seller can submit evidence.
2-day window
Disputes must be opened within 2 calendar days of delivery. After this window, the dispute is locked and no further submissions are accepted.
2. Dispute Process
Open Dispute
Go to your order and tap Open Dispute. Describe the issue and attach photos as evidence.
Seller Response
The seller is notified and may respond with their account of events within the 2-day window.
Admin Review & Decision
After the 2-day window closes, our admin team reviews all evidence and issues a binding decision. Both parties are notified of the outcome.
Refund (if approved)
Approved refunds are credited to your Vanteeq Wallet instantly upon decision. See our Refund Policy for eligibility details.
Part B — General Complaints
3. How to File a General Complaint
For account issues, policy concerns, seller conduct, or anything not tied to an active order, contact us through one of the following channels:
Email Support
[email protected]Include your account email, a clear description of the issue, and any relevant screenshots or order numbers.
WhatsApp Support
+92 325 4666226Available for text messaging. Monday – Saturday, 10:00 AM – 6:00 PM PKT.
4. What to Include
To help us investigate and resolve your complaint as quickly as possible, please ensure you provide the following details:
- •Your full name and registered email address
- •Order number (if applicable)
- •Clear description of the issue
- •Supporting photos or evidence (if applicable)
- •What resolution you are seeking
5. Response & Resolution Timelines
Acknowledgement
We will acknowledge your complaint within 48 hours on business days.
Investigation
We aim to investigate and provide an initial response within 3 business days.
Resolution
Complex cases may take up to 7 business days for full resolution. We will keep you updated throughout.
6. Escalation
If you are not satisfied with the resolution provided, you may escalate your complaint by replying to your complaint email thread with the subject line ESCALATION: [Your Complaint Reference]. Escalated complaints are reviewed by our senior team within 3 additional business days.
7. Complaint Closure
A complaint is considered closed when a resolution has been communicated to you and you have acknowledged it, or when 14 days have passed with no further response from you after our resolution has been shared.