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If an order has a problem, AZIMART provides an issue and dispute workflow so the case can be reviewed and resolved according to the circumstances.
The current dispute implementation uses a 12-hour window after delivery or pickup handover when a handover time is recorded. This is an issue-reporting/dispute window, not a promise that every case qualifies for a return or refund.
Keep the order information and relevant evidence.
Submit the issue against the affected order.
Cases can move through review and resolution states.
The implemented dispute service currently recognizes these issue types.
Dispute status is managed through the platform rather than promising a fixed outcome or resolution time.
Provide the order, issue type, subject, description and any useful evidence.
A dispute starts in an open state. Only one active dispute can exist for an order at a time.
The case can move through review, response, escalation and other supported states as it is handled.
Possible outcomes include refund issued, replacement, seller contact, evidence required, mutual agreement, dismissal or platform escalation.
The implemented service checks the delivery or pickup handover time and allows issue reporting for up to 12 hours after that point. If no handover time is recorded, the service does not apply that elapsed-time check.
When escrow is enabled, opening or maintaining an eligible dispute can place the order into a disputed escrow state and prevent normal payout progression. A resolved dispute can then move the escrow state toward refunded, released or another applicable state.
No. AZIMART does not currently document a universal return guarantee for every order. Return or refund outcomes depend on the order, issue, evidence, applicable policies and dispute resolution.
The implemented dispute flow supports product not received, product damaged, product not as described, payment issues, refund issues, duplicate charges, unauthorized charges and other order-related issues.
Report the issue promptly. The current dispute workflow applies a 12-hour window after delivery or pickup handover when a handover time is recorded. Orders that are cancelled or fully refunded are not eligible for new issue reporting.
Provide a clear description of the problem and relevant evidence, such as photos where appropriate. Evidence can be attached to the dispute submitted for the order.
No. A dispute can have different resolutions, including a refund, order replacement, seller contact, evidence request, mutual agreement, dismissal or escalation.
When the platform escrow feature is enabled, an eligible dispute can move the order escrow state to disputed and pause the related payout state while the issue is handled. The final escrow outcome depends on the dispute resolution.