Dispute Resolution

1. When to report an issue

Use the in-app “Report Issue” action when an order has been delivered but the alteration materially differs from the accepted request, the garment appears damaged, a required item is missing, or another serious order problem needs review.

Ordinary questions, profile changes, payment-checkout difficulties, and requests made after the review deadline should go to support rather than opening an order dispute.

2. How to report

1. Open the affected order from Orders or Recent Activity.
2. Select “Report Issue” during the available review period.
3. Choose the closest issue category and describe what is wrong.
4. Submit the report once. Do not create duplicate reports for the same issue.
5. Keep the garment and relevant evidence available while support reviews the case.

3. Evidence used in review

TailorConnect may preserve an immutable snapshot containing the order request, approved reference photos, alteration details, price and payment status, delivery timeline, relevant chat messages up to the dispute cutoff, and other authorized order events.

The platform builds this evidence package from server records. Users should not send passwords, OTPs, full bank details, or unrelated identity documents as dispute evidence.

4. Review process

1. Support confirms that the report belongs to the customer and order.
2. The order and escrow remain on hold while evidence is reviewed.
3. Support may request a concise clarification from the customer or tailor.
4. An authorized administrator records the reason, responsible party where determinable, and resolution action.
5. The payment or release provider must confirm any financial outcome before it is shown as complete.

Harassment, fabricated evidence, repeated duplicate reports, or attempts to move payment outside TailorConnect can affect account access and the review.

5. Current MVP outcomes

The initial dispute process supports two financial outcomes:

• Full refund to the customer: the refund is submitted to the original payment workflow and becomes final only after provider confirmation.
• Release to the tailor: protected funds are released through an idempotent, audited ledger action after the dispute is resolved.

Partial refunds, split settlements, and a support agent joining the order chat are planned for a later release and should not be assumed available during MVP.

6. Delivery review deadline

Under the current product design, rider-confirmed delivery to the customer starts a six-hour review period. The customer can confirm delivery or report an issue during that period. If neither happens and no dispute is open, the order may complete automatically after six continuous hours.

After the deadline, the normal dispute action is removed. A customer can still contact support, but automatic fund release may already have started and support options can differ.

7. Further help and legal rights

If you believe important information was missed, contact tailorconnectng@gmail.com with the order reference and a brief explanation. Do not open a second dispute.

This process does not remove rights that cannot be waived under Nigerian consumer law. Consumers may use lawful regulator or court processes where appropriate. Official guidance is available from the Federal Competition and Consumer Protection Commission.