Complaint Policy

Anyone — including buyers without an account — may file a complaint about a vendor.

How to file

1. Open the vendor's profile and choose Report vendor.
2. Select a category (non-delivery, wrong item, poor quality, fraud, misrepresentation, other).
3. Include your Protection Code if you have one — this strongly accelerates the review.
4. Describe what happened in clear, factual terms.

How we investigate

• We contact the vendor for response within 5 business days.
• We review chat references, photos, and Protection Code records.
• We may temporarily pause a vendor's listings while an investigation is active.

Possible outcomes

• Resolved — vendor refunds, replaces, or otherwise addresses the issue.
• Warning — vendor receives a formal warning logged against the account.
• Suspension — vendor is removed from search until corrective steps are taken.
• Removal — vendor account is permanently terminated for serious or repeated violations.

Effect on Trust Score

Open and reviewing complaints reduce a vendor's Trust Score. Dismissed complaints are removed; resolved complaints stop penalising the vendor once closed.

Bad-faith complaints

We block IPs and contacts that submit clearly false complaints to harm vendors.

Email disputes@pingmart.co for urgent issues.