How GeraMarket Protects Buyers: Dispute Resolution and Refund Policy

Why Buyer Protection Matters

The fundamental challenge of e-commerce is trust: you pay money before receiving goods, and you are relying on a seller you may never meet to send exactly what they described, in the condition described, in the time stated. Most sellers are reliable. But most is not all — and buyers need to know that when something goes wrong, there is a clear process and a clear outcome.

GeraMarket's buyer protection framework covers every purchase made through the platform.

What Is Covered

GeraMarket Buyer Protection covers purchases where:

• Item not received: You paid and tracking shows the package was never delivered, or no tracking information was provided within the stated shipping window.
• Item significantly not as described: What you received is materially different from the listing — wrong item, wrong size, wrong colour, or condition substantially worse than described.
• Item arrived damaged: The product was damaged in transit and the seller does not provide a remedy.
• Counterfeit item: The item is a counterfeit or fake representation of a branded product.

What Is Not Covered

Buyer protection does not cover:

• Purchases made outside the GeraMarket platform (cash in person, direct bank transfer arranged separately)
• Change of mind returns (unless the seller offers this voluntarily)
• Items returned not in original condition without documented damage
• Digital goods unless specifically stated as covered in the product listing

How to Open a Dispute

1. Go to your orders list and find the relevant order
2. Tap "There's a problem with this order"
3. Select the issue type (not received / not as described / damaged)
4. Describe the issue and upload supporting photos if applicable
5. Submit — you will receive a confirmation and a case reference number

Disputes must be opened within 30 days of delivery confirmation (or 30 days after the expected delivery date if not received).

The Resolution Process

Once a dispute is opened:

1. The seller is notified and has 3 business days to respond with their position and evidence
2. If the seller and buyer reach agreement (replacement, partial refund, full refund), the case is resolved
3. If no agreement is reached, GeraMarket's dispute review team makes a binding decision based on the evidence from both sides
4. Decisions are final within 5–7 business days of the dispute opening

Refund Processing

Approved refunds are returned to the original payment method. Local payment method refunds (Idram, Bog Pay, M-Pesa) are typically processed within 3–5 business days. Card refunds depend on the card issuer and may take 5–10 business days to appear. GeraMarket holds seller payments in escrow until delivery confirmation, which means approved refunds are drawn from these held funds — not from the seller's personal account after the fact.

Building Trust Between Buyers and Sellers

Buyer protection is not primarily about disputes — most transactions complete without issues. It is about making it safe enough to trust a marketplace you are new to. When buyers know they are protected, they buy with confidence. When sellers know buyers are protected, the bar for listing quality rises. The result is a healthier marketplace for everyone.

Browse the marketplace at GeraMarket or see our full buyer protection policy.