Transparency • Accountability • Fair Trade Governance
At pk.tajjirbaba.com, we recognize merchants as strategic partners.
This Merchant Complaint Portal establishes a formal governance framework to ensure fair resolution of disputes, compliance alignment, and marketplace integrity.
Our system is structured to maintain legal standards, ethical trade practices, and operational transparency.
🎯 Purpose & Scope
This portal applies to all registered merchants operating under TajjirBaba policies and covers:
- 💳 Payment discrepancies
- 📦 Order fulfillment disputes
- ⭐ Rating & review challenges
- 🔐 Account suspensions or restrictions
- 📊 Commission & fee calculations
- 🛠 Technical or system errors
- ⚖ Policy interpretation conflicts
- 🚨 Buyer misconduct or fraud
⚖ Legal & Compliance Framework
- All complaints are processed in accordance with:
- Marketplace Terms & Conditions
- Vendor Agreement Policy
- Consumer Protection Standards (Pakistan)
- Internal Compliance & Audit Guidelines
- Decisions are based strictly on documented evidence and platform data logs.
📊 Complaint Resolution Lifecycle
| 🔎 Stage | 📝 Process | ⏱ SLA Timeline | 📢 Output |
|---|---|---|---|
| 1️⃣ Registration | Merchant submits structured complaint form | Within 24 hrs | Case ID Generated |
| 2️⃣ Preliminary Review | Compliance screening & documentation check | 2 Business Days | Case Classification |
| 3️⃣ Investigation | Cross-department verification | 3–5 Business Days | Evidence Evaluation |
| 4️⃣ Resolution | Formal decision issued | Within 7 Business Days | Written Outcome |
| 5️⃣ Appeal (Optional) | Secondary review panel | 3 Business Days | Final Determination |
📈 Marketplace Performance Metrics (Internal KPIs)
To ensure accountability, we monitor:
| 📊 KPI Indicator | 📌 Current Target |
|---|---|
| Average Response Time | < 24 Hours |
| Resolution Rate | 95%+ |
| Escalation Rate | < 8% |
| Merchant Satisfaction (Post-Resolution) | 90%+ |
| Repeat Dispute Ratio | < 5% |
These metrics are reviewed quarterly by internal governance teams.
🏢 Departmental Responsibility Matrix
| 📂 Complaint Type | 🏢 Responsible Unit | 🔴 Priority Level |
|---|---|---|
| Payment & Settlements | Finance & Accounts | High |
| Account Suspension | Compliance Authority | High |
| Buyer Fraud | Risk & Monitoring | High |
| Technical Issues | IT & Systems | Medium |
| Review Disputes | Marketplace Integrity Team | Medium |
| Policy Escalation | Legal & Governance | High |
🧾 Required Documentation
To maintain procedural integrity, merchants must provide:
- ✅ Registered Store Name
- ✅ Merchant ID
- ✅ Order ID (if applicable)
- ✅ Detailed written explanation
- ✅ Transaction references
- ✅ Screenshots / supporting evidence
- Incomplete documentation may extend processing timelines.
🔐 Confidentiality & Data Protection
All complaints are treated as confidential commercial information.
Data submitted through this portal is securely stored and used solely for internal investigation and resolution purposes.
Unauthorized disclosure is strictly prohibited.
🚫 Misrepresentation & Abuse Policy
To maintain fairness:
- Submission of fraudulent evidence may lead to account penalties
- Repeated misuse of the portal may trigger compliance review
- False claims affecting buyers or the platform may result in suspension
- Integrity is mandatory for all parties.
📞 Escalation Governance Structure
If dissatisfied, merchants may escalate:
| 🏛 Escalation Level | 📧 Channel | ⏱ SLA |
|---|---|---|
| Level 1 | Vendor Support Desk | 48 Hours |
| Level 2 | Senior Compliance Manager | 72 Hours |
| Level 3 | Marketplace Governance Board | Final Review |
All Level 3 decisions are binding.
🕌 Ethical Commerce Commitment
In alignment with ethical trade principles, TajjirBaba upholds:
- 🤝 Amanah (Trust & Responsibility)
- ⚖ Adl (Justice & Fairness)
- 📜 Transparency in dealings
- 🚫 Zero tolerance for exploitation
We strive to ensure that every merchant is treated with dignity, neutrality, and fairness.
📊 Governance & Audit Oversight
- Quarterly internal audits of dispute cases
- Random compliance checks
- Policy revision reviews
- Performance transparency tracking
- Vendor feedback surveys
Our goal is continuous improvement in dispute resolution standards.
🚀 Submit a Complaint
Merchants may:
- 📥 Submit Complaint Form
- 📎 Upload Supporting Evidence
- 🔎 Track Complaint Status
- 📧 Request Escalation
- For urgent matters, contact Vendor Support directly.
🤝 Our Commitment to Partnership
TajjirBaba is not just a marketplace — it is a structured business ecosystem.
We are committed to maintaining a fair, secure, and growth-oriented environment for all merchants.
____________________Your voice matters.
_________________________________Your rights are protected.
___________________________________________________Your growth is supported.
| Section | Suggested Icon | Notes |
|---|---|---|
| Portal Overview | 🛡️ | Security & trust |
| Purpose & Scope | 🎯 | Focus & goals |
| Legal & Compliance | ⚖ | Law & regulation |
| Complaint Workflow | 🔎 | Investigation & monitoring |
| Resolution Stage | 📝 | Documentation & reporting |
| KPIs / Performance Metrics | 📊 | Graph & charts |
| Departments / Responsibility | 🏢 | Teams & structure |
| Required Documents | 🧾 | Forms & receipts |
| Data Privacy | 🔐 | Security & confidentiality |
| Misuse Policy | 🚫 | Restrictions & rules |
| Escalation Matrix | 🏛 | Governance & authority |
| Ethical Trade | 🌙 | Islamic / ethical business principles |
| Submit Complaint | 📥 | Action / form submission |
| Contact / Support | 📧 | Email / support |
