Complaints and dispute process
Version 2026-10-25-draft-1 · Status: draft · Effective date: awaiting approval
A proposed operational process for account, document, service and transaction complaints. Commodexa’s platform review is not a court judgment or automatically binding arbitration.
Raise the issue
Use the relevant Deal Room where available, or [MONITORED COMPLAINTS EMAIL] once confirmed. Give the deal reference, issue, dates, requested resolution and the evidence needed to understand it. Avoid sending unrelated personal information. For suspected bank fraud, stop the disputed payment or dispatch where possible and contact the relevant bank promptly; do not wait for a platform review.
Review and response
An authorised operator should record the complaint, acknowledge it, consider both parties’ information and identify any conflict of interest. Proposed service targets: [ACKNOWLEDGEMENT TARGET] and [RESPONSE TARGET], to be agreed before launch. These are not yet live service commitments. Missing evidence or an external investigation may affect timing and should be explained.
Payment, stock and outcome
A dispute status does not by itself reverse a bank transfer, refund an order, restore inventory or cancel a supply contract. Record any agreed remedy, its approver and the actions still required. Only authorised people should execute settlement or stock corrections after reconciliation. Do not assume Commodexa holds money on behalf of either party.
Escalation and privacy
If unresolved, request review by [ESCALATION OWNER]. The trade contract may provide mediation, arbitration or court proceedings, subject to applicable law. Statutory consumer, privacy and regulator remedies remain available. Restrict complaint evidence to people who need it and preserve it under a justified retention or legal-hold decision.
Back to Commodexa · Policy release 0.1.1