Support & Dispute Resolution
Last updated: December 2025
How support works :
ShopLocal Business is a marketplace platform operated by Framz Limited. While sellers are responsible for their products and fulfilment, we provide support tools and mediation to help resolve issues fairly and efficiently.
Orders before seller acceptance :
- When you place an order, your payment method may be authorised but not charged immediately.
- You may cancel the order at any time before the seller accepts it.
- If the seller rejects the order or does not respond within the acceptance window, the authorisation is cancelled.
Please note that your bank may take some time to release the authorisation after cancellation.
Orders after seller acceptance :
Once a seller accepts an order, payment is captured and the order becomes confirmed.
- Orders cannot be cancelled directly through the platform after acceptance.
- Any issues must be raised through our support channels.
Common order issues :
- Item missing or incorrect
- Poor quality or damaged product
- Delivery not completed
How to report an issue :
If you experience an issue with an accepted order, please contact support through the app or website as soon as possible. Providing clear details and, where relevant, photos helps us resolve issues faster.
Investigation and resolution :
When an issue is reported, we may:
- Review order and payment details
- Contact the seller for clarification
- Request additional information from the customer
Based on our findings, we may issue a refund, partial refund, or other appropriate resolution.
Refunds :
Refunds, where approved, are processed by ShopLocal Business. The time it takes for funds to appear back in your account depends on your payment provider.
Seller involvement :
Sellers are required to cooperate with investigations and provide accurate information. Repeated issues or failure to cooperate may result in account suspension or termination.
Limits of our role :
While we aim to help resolve disputes fairly, ShopLocal Business does not guarantee a specific outcome and does not replace the seller's legal responsibilities to customers.
Contact support :
For help with an order or account, please contact us through the app or via the Contact page.