Before any escalation, the buyer is encouraged to contact the vendor and/or Kenzoria support through the tools provided on the platform so the matter can be handled quickly and with traceability.

Kenzoria may request photos, videos, message screenshots, tracking number, delivery proof, invoice, package condition, payment evidence, or any other relevant element to analyze the dispute.

Kenzoria may intervene as a platform mediator between buyer and vendor to clarify facts, narrow differences, and seek a reasonable outcome consistent with available evidence and internal rules.

Where marketplace protection or case handling requires it, Kenzoria may decide on platform actions such as a full or partial refund, a return, a vendor warning, a suspension, a product removal, or an account restriction.

Both buyer and vendor must respond in good faith, provide consistent information, and avoid delaying or misleading conduct during the case review.

False claims, forged evidence, tracking manipulation, fake self-deliveries, bad-faith disputes, and fraud schemes may lead to rejection of the case as well as suspension, payout blocking, or account closure.

This policy complements the Terms of Use, Vendor Terms and Conditions, and the Returns and Refunds Policy. Where needed, mandatory rights under Moroccan law remain applicable.