Marketplace Rules & Buyer–Seller Protection

Xamany Buyer Protection gives buyers a structured way to report a problem with an order, work with the seller to try to resolve it, and ask Xamany for help if the problem persists.

You may report issues such as: order not received; wrong item received; damaged item; missing item or quantity; item materially different from its description; another genuine problem with the order.

When a problem is reported: buyer reports issue → seller responds → buyer and seller try to resolve it → unresolved cases can be sent to Xamany for review.

Buyer Protection does not mean every complaint automatically results in a refund. A reported issue does not automatically mean a refund.

Xamany also keeps factual records to help protect sellers against unsupported claims.

Depending on the order, Xamany may retain: products and quantities ordered; agreed price; payment status; delivery or pickup details; time the order was handed to a driver; seller delivery confirmation; 4-digit delivery-code confirmation; customer receipt confirmation; delivery photo where provided; customer issue evidence; seller responses; issue timeline.

These records help Xamany understand what happened. No single record automatically determines the outcome of a dispute.

A delivery confirmation, photo, or delivery code is a piece of information, but it does not automatically decide the outcome of a dispute.

Sellers using Xamany should:

• describe products and services accurately;
• display the correct price;
• avoid misleading photos or descriptions;
• disclose significant defects or limitations;
• keep product availability reasonably current;
• prepare the correct item and quantity;
• fulfil accepted orders using the agreed delivery or pickup method;
• provide accurate delivery/pickup information;
• respond to genuine customer issues;
• cooperate with Xamany when a case requires review.

A seller should not mark an order as completed simply to remove it from their order list. A seller must not pressure a buyer to confirm receipt or provide a delivery code before the order has actually arrived.

Buyers should:

• provide correct recipient and delivery information;
• select the correct product/options where offered;
• pay using the approved Xamany checkout process where applicable;
• be reasonably available for agreed delivery or pickup;
• keep their delivery code private until the order arrives;
• inspect the order reasonably promptly;
• report genuine problems honestly;
• provide useful evidence where appropriate;
• avoid submitting knowingly false or duplicate claims.

The delivery code helps confirm that a delivery interaction took place. The buyer should only share the code when receiving the order.

A valid delivery code confirms that the code was successfully provided during delivery.

It does not automatically prove: that the correct product was delivered; that all items were present; that the item was undamaged; that the item matched its description.

A buyer may therefore still report an issue after using the delivery code.

Only share your delivery code when receiving your order. Xamany or the seller should not ask you for this code in advance.

When the buyer selects I received it, Xamany records that the buyer confirmed receipt.

That does not automatically mean: the item was correct; the item was complete; the item was undamaged; the buyer gives up the right to report a problem.

For example, a buyer may confirm receipt and later notice that the wrong product was supplied.

For delivered orders, buyers should report a problem through Xamany within 7 days of delivery or receipt confirmation.

For an active order that has not yet been delivered, the buyer may report “Order not received” where permitted by the order state.

The 7-day period is a Xamany platform workflow rule. It should not be presented as removing any mandatory rights that may apply under applicable law.

Xamany may ask for reasonable supporting information.

For issues such as damaged item, wrong item, missing item, or item not as described, a buyer may be asked to upload a photo of the product or package.

Photos are supporting evidence, not automatic proof.

Buyers should avoid uploading unnecessary personal information such as: identity documents; payment cards; photos of people; private home interiors.

Sellers should respond to reported issues within a reasonable time, normally within 48 hours.

This is currently a marketplace expectation (Beta).

Missing the deadline does not automatically trigger: refund; seller suspension; cancellation; payout freeze.

Depending on the issue, buyer and seller may agree on a reasonable solution such as: supplying a missing item; replacing an item; correcting the order; re-delivery; another mutually agreed solution; an agreed refund where appropriate.

Xamany’s current dispute workflow does not automatically execute refunds. Payment reversal/refund execution is handled separately from the issue-reporting workflow.

If the buyer and seller cannot resolve a problem, the buyer may request Xamany’s help.

Xamany may review available information including: order record; listing snapshot; payment status; delivery details; delivery-code confirmation; seller completion; customer receipt confirmation; delivery photo; buyer evidence; seller response; issue timeline.

Xamany does not automatically favour the buyer or seller. The presence of delivery evidence does not automatically invalidate a complaint. Likewise, the existence of a complaint does not automatically prove seller wrongdoing.

Sellers may provide additional shop information and conditions.

However, seller rules must not remove the basic Xamany issue-reporting process.

For example, a seller should not rely on statements such as “No complaints accepted”, “Delivery confirmation means no claims”, or “No refunds under any circumstances” to prevent a customer from opening a legitimate Xamany issue.

Seller-specific rules also remain subject to applicable law.

Xamany expects buyers and sellers to use the protection system honestly.

Buyers must not knowingly: submit false claims; fabricate evidence; intentionally create duplicate claims.

Sellers must not knowingly: create false delivery evidence; materially misrepresent products; falsely mark orders as delivered; request a delivery code before delivery; pressure customers to falsely confirm receipt.

For Beta, this policy does not introduce automated punishments or fraud scoring.

Xamany Buyer Protection does not currently mean: guaranteed refund; automatic reimbursement; insurance; escrow; guaranteed delivery; guaranteed product quality; automatic compensation.

Xamany provides the marketplace workflow, records and issue-resolution process.

Xamany is not the courier or delivery company for the order, unless explicitly stated for a given service.