1. Purpose and scope

This policy creates one review path for delivery, product, seller, return, refund, and post-payment order problems.

It applies when a buyer alleges non-delivery, damage, material misdescription, wrong product or variation, missing quantity or component, seller non-fulfillment, tracking inconsistency, unauthorized payment solicitation, or another material order issue. It also applies to seller responses, return instructions, inspection, refund decisions, and connected finance adjustments.

The policy works with Buyer Protection, Seller Policy, Shipping Policy, Payment Policy, Privacy Policy, Terms of Service, product disclosures, seller-specific information, payment-provider processes, carrier terms, and applicable law. A complaint is an opportunity for structured review; it is not an automatic judgment against the seller or a guaranteed refund for the buyer.

Indovia may use internal support, Dokan or WooCommerce order and refund records, seller-console data, tracking, payment evidence, communications, uploaded files, moderation records, and provider information. Indovia can combine related cases or separate unrelated issues when doing so improves accuracy and privacy.

2. Steps before opening a complaint

Simple status questions can often be resolved without a formal remedy request, but serious issues should not be hidden in informal chat.

Buyers should review the order page, tracking, product listing, selected variation, seller messages, and delivery events. For a delayed parcel, check whether it remains in transit, at customs, held for pickup, waiting for address correction, or awaiting buyer action. For a product issue, compare what arrived with the listing and order snapshot rather than memory or a different listing.

A buyer may ask a factual question through Indovia messaging, but should open the formal complaint when a material remedy may be needed, evidence needs preservation, or seller funds should not be released while the issue is reviewed. Sellers must not pressure a buyer to avoid the complaint path or promise a private solution that leaves the official order unchanged.

If the issue involves immediate safety, suspected fraud, account compromise, prohibited content, privacy exposure, or unlawful conduct, the user should also contact support@indovia.net promptly. Emergency services or relevant authorities should be contacted where personal safety or criminal risk requires them.

3. How to open a valid complaint

A useful complaint identifies the transaction, explains the material issue, and states what outcome is requested.

The buyer should open the affected order and use the available complaint or support action. The report should identify affected product lines and quantities, date of delivery or discovery, condition, relevant tracking event, requested outcome, and facts already discussed with the seller. The buyer should avoid speculation and distinguish direct observation from assumptions.

One case should cover one connected order issue. Duplicate tickets, multiple accounts, public posts, unrelated emails, and repeated chat threads can fragment evidence. Indovia may merge duplicates and treat the earliest complete case as the canonical record.

If the order flow is unavailable, email support@indovia.net with the order number and account email. Do not send passwords, complete payment credentials, or unrelated identity documents. Indovia may require the buyer to verify account or payment control before discussing private order details.

• Order number and affected item or variation.
• Clear description of what happened and when it was discovered.
• Photographs, video, measurements, tracking, labels, or messages relevant to the issue.
• Requested outcome such as information, missing component, replacement discussion, return, or refund review.
• Disclosure of any PayPal dispute, card dispute, private refund, insurance claim, or other recovery already requested.

4. Evidence standards

Evidence should be relevant, authentic, timely, and sufficient to compare the order with the reported result.

Buyer evidence can include the unopened parcel, outer packaging, shipping label, seals, internal packaging, full product, affected area, quantity, included parts, measurements, serial or batch information, use demonstration, and delivery location. Seller evidence can include listing data, variation selection, packing list, pre-dispatch images, product measurements, shipment weight, carrier receipt, tracking, customs documents, and messages.

Files should not be edited in a way that changes meaning. Cropping for privacy is acceptable when context remains clear, but Indovia may request an uncropped version through a secure method. Metadata, timestamps, order records, and independent provider data may be compared. Evidence taken from another product, order, parcel, or date is prohibited.

Indovia may decide from the available record when one party does not respond. Non-response does not automatically prove every allegation. If a technical or expert issue cannot be established from ordinary evidence, Indovia may request an assessment, carrier inquiry, inspection, or other reasonable verification. Cost responsibility will depend on authorization, outcome, law, and the party responsible for the issue.

5. Seller response and cooperation

Sellers must respond through the complaint record with facts and evidence, not pressure or private bargaining.

The seller should confirm the order, selected variation, quantity, listing content, fulfillment date, courier, tracking, and buyer allegation. The response should address each material point and provide relevant documents. A seller should acknowledge a clear error rather than prolong review through irrelevant information.

Sellers must preserve fulfillment and shipping evidence, avoid deleting or materially changing the listing in a way that obscures the original offer, and keep communication professional. They may propose clarification, missing component, repair, replacement, return, or refund options through the case, but those proposals remain subject to buyer agreement, Indovia controls, and applicable law.

A seller may not demand case closure before acting, ask the buyer to confirm receipt early, condition support on a positive review, retaliate against the buyer, redirect the return privately, or issue an undocumented side payment. Failure to cooperate can affect the decision, seller funds, listing access, or account status.

6. Complaint holds and financial controls

An open complaint can pause release of seller product funds while the order is under review.

When the complaint system records an active order issue, Indovia may place or maintain a complaint hold on connected seller product funds. The hold preserves the ability to apply an approved refund or adjustment and discourages pressure to close the case prematurely. It does not mean the buyer has already won.

Shipping-related operational amounts can have separate states and may require their own eligibility or reconciliation. A seller should not assume that product-fund hold status, shipping-advance status, or payout status determines the merits of the complaint. Indovia may block courier changes or other finance actions after certain shipping-finance states have been requested or paid.

After resolution, Indovia may release, adjust, continue holding, or reconcile balances based on order status, refund evidence, chargeback, return inspection, delivery confirmation, and other canonical records. Dashboard values can update after the case closes.

7. Return eligibility and limitations

A return is one possible remedy and is not required or available in every case.

Return may be appropriate for a materially incorrect product, significant damage, certain defects, quantity or component issues that cannot be corrected, or another approved outcome. Indovia may approve refund without return where the item is unsafe, return is unlawful, shipping is disproportionate, evidence is conclusive, or another reason makes return unreasonable.

Change-of-mind returns, sizing mistakes, disclosed variations, used products, altered items, personalized goods, made-to-order goods, perishables, opened consumables, hygiene-sensitive items, hazardous goods, and regulated products may be limited. A material defect, misdescription, counterfeit issue, safety issue, or mandatory legal right can still require review.

A buyer must not continue substantial use after deciding to seek return, except where reasonable testing was necessary to discover the issue. Depreciation, missing parts, unauthorized alteration, improper storage, damage after delivery, or return of a different item can reduce or eliminate a remedy, subject to law.

8. Return authorization and instructions

The authorized case must establish where, how, and under what conditions the item is returned.

Authorized instructions may specify the return recipient, country and address handling, courier, service, tracking, insurance, declared contents, customs description, deadline appropriate to the case, packaging, photographs before dispatch, included components, and documents. The buyer must follow those instructions and keep the receipt and tracking.

Buyers must not use a private seller address copied from packaging, search results, email, WhatsApp, or an earlier transaction. Sellers must not provide unauthorized return instructions outside Indovia. Cross-border returns can create customs, tax, carrier, prohibited-content, and cost issues that require coordinated handling.

Return-shipping responsibility depends on the verified reason, seller policy where valid, applicable law, carrier responsibility, and Indovia decision. A buyer who returns without authorization, chooses an unreasonable service, misdeclares contents, or fails to use required tracking may not recover those costs and may impair the remedy.

9. Return transit and inspection

A return remains part of the open case until receipt and condition can be verified.

The buyer should package the item to prevent new damage, include all required components, remove unrelated personal data, photograph the packed contents, and upload tracking where requested. The seller should monitor the authorized return and report carrier or customs issues in the case.

After return delivery, the seller or Indovia may inspect identity, quantity, serial or batch data, condition, completeness, use, alteration, and consistency with the complaint. Inspection should be documented. A seller may not reject a return through an unsupported assertion or create new damage after receipt.

If the returned item differs from the order, is missing material parts, shows damage inconsistent with the original complaint, or cannot be verified, Indovia may request more evidence, reduce the remedy, return the item where lawful, or apply account action. Fraudulent return substitution can be reported to providers or authorities.

10. Resolution outcomes

Indovia seeks an outcome proportionate to the verified issue, available value, and transaction record.

Possible outcomes include information or tracking clarification, seller correction, completion of missing fulfillment, replacement discussion, repair or component solution, authorized return, partial refund, full refund, cancellation, shipping-cost allocation, seller balance adjustment, account action, or closure without remedy.

Indovia may choose a partial outcome when part of the order remains correct and usable, only some quantity is affected, a component can be supplied, or the verified loss is smaller than the total. A full refund may require return unless return is unsafe, unlawful, disproportionate, impossible, or unnecessary based on conclusive evidence.

Non-monetary account or listing enforcement may occur even when buyer reimbursement is unavailable. Conversely, a buyer refund does not automatically require seller termination. Indovia evaluates transaction remedy and account risk separately.

11. Refund processing and duplicate recovery

A refund is complete only after canonical order and payment records confirm processing.

Approved refunds are processed through the authorized WooCommerce, Dokan, and payment workflow applicable to the order. Indovia may verify the requested amount, refund status, order status, payment transaction, audit record, and read-back result before treating the decision as complete.

PayPal, a card issuer, or a bank controls when funds become visible after processing. Currency conversion or provider charges can affect the buyer's home-currency statement. Indovia cannot guarantee provider posting time. The buyer should report a missing refund with the order and transaction reference after allowing for provider processing.

Buyers must disclose PayPal disputes, card disputes, insurance claims, carrier compensation, seller side payments, or other recovery. Indovia may pause, reduce, reverse, or reconcile a remedy to prevent duplicate recovery. Sellers must disclose any private amount already sent and should not send additional funds outside the canonical refund path.

12. Appeals, non-cooperation, and abuse

A case can be reconsidered for a material factual or policy reason, not through repetition or pressure.

A buyer or seller may request reconsideration in the existing case by identifying the decision, the specific error, and material new evidence. Indovia may preserve temporary holds while reviewing an appeal. A disagreement without new facts does not require a different outcome.

Indovia may close or decide a case when a party repeatedly fails to respond, refuses reasonable inspection or return instructions, destroys evidence, uses abusive language, creates duplicates, changes the story materially without explanation, or pursues incompatible remedies without disclosure.

False damage, false non-delivery, altered evidence, return substitution, review extortion, retaliatory seller conduct, fake tracking, hidden side payment, and coordinated claim manipulation are prohibited. Indovia may restrict accounts, adjust balances, preserve records, cooperate with payment providers, and take legal action where permitted.

13. Case closure, records, and legal rights

Closure ends the active Indovia workflow but does not erase necessary records or mandatory legal rights.

A case may close after an agreed solution, confirmed refund, completed return, verified replacement, lack of supporting evidence, non-cooperation, duplicate external recovery, or final Indovia decision. Related order, payment, support, tracking, moderation, and finance records may remain for legal, accounting, fraud-prevention, dispute, and policy-enforcement purposes.

Indovia may reopen or reconcile a closed case if a payment reversal, chargeback, carrier finding, legal request, or material new evidence changes the record. Reopening does not guarantee a changed outcome.

Nothing in this policy removes non-waivable rights under applicable law or prevents a party from contacting a payment provider, consumer-protection body, personal-data authority, regulator, mediator, law-enforcement body, or competent court. Parties should disclose the Indovia case and any completed recovery to avoid inconsistent outcomes.