1. Scope and Purpose

This policy applies to all disputes arising out of or related to:

• a. Purchases made through PopKup storefronts or campaigns.
• b. Product quality, delivery, refunds, or misrepresentation.
• c. Influencer promotions, commissions, or campaign conduct.
• d. Payments, escrow, chargebacks, or payout decisions.
• e. Alleged violations of PopKup policies.

The purpose of this policy is to provide a structured, fair, and efficient mechanism for resolving disputes while protecting the integrity of the Platform.

2. Parties to a Dispute

Disputes on the platform may involve one or more of the following parties:

• a. Buyers—customers who purchase products through the Platform.
• b. Brand Owners—sellers responsible for product fulfillment and accuracy.
• c. Influencers (including dropshippers)—users promoting products for commission.
• d. PopKup—acting as a neutral facilitator and decision-maker where required.

3. Types of Disputes Covered

PopKup may handle, but is not limited to, disputes involving:

• a. Non-delivery or delayed delivery of products.
• b. Damaged, defective, or incorrect items.
• c. Misleading product descriptions or promotional claims.
• d. Refund eligibility and denial decisions.
• e. Escrow fund release or withholding.
• f. Influencer commission reversals or forfeiture.
• g. Chargebacks and payment reversals.

4. Dispute Initiation Process

4.1 Filing a Dispute

• a. Disputes must be initiated through PopKup’s official support channels.
• b. Buyers must file disputes within the timelines stated in the Refund & Returns Policy.
• c. Brand owners and influencers must raise disputes promptly upon becoming aware of an issue.

4.2 Required Information

Users initiating a dispute may be required to provide:

• a. Order or transaction reference details.
• b. A clear description of the issue.
• c. Supporting evidence (photos, videos, communications, delivery records, etc.).

Failure to provide sufficient information may result in dismissal of the dispute.

5. Escrow and Fund Handling During Disputes

• a. Where a dispute is active, PopKup may place related funds in temporary escrow.
• b. Funds shall remain withheld until the dispute is resolved.
• c. PopKup reserves the right to reverse, withhold, or reallocate funds based on the outcome of the dispute.

6. Investigation and Review Process

PopKup reserves the right to:

• a. Independently investigate disputes.
• b. Request additional documentation from any party.
• c. Consult verified third-party logistics partners for delivery confirmation.
• d. Assess platform activity, communications, and compliance history.

PopKup’s investigation may involve automated systems, manual review, or both.

7. Resolution Outcomes

Based on its findings, PopKup may:

• a. Approve or deny a refund or replacement.
• b. Release escrowed funds to the appropriate party.
• c. Reverse or forfeit influencer commissions.
• d. Require corrective action by a brand owner or influencer.
• e. Issue warnings, suspensions, or account termination in line with platform policies.

Resolution decisions are considered final unless an appeal is submitted in accordance with Section 8 below.

8. Appeals Process

9. Chargebacks and External Payment Disputes

• a. Users are encouraged to exhaust PopKup’s internal dispute process before initiating chargebacks.
• b. Delivery confirmation from PopKup’s verified logistics partners shall serve as primary evidence in chargeback disputes.
• c. Users engaging in abusive or fraudulent chargebacks may face account suspension or termination.

10. Conduct During Disputes

All parties involved in a dispute must:

• a. Act honestly and in good faith.
• b. Refrain from harassment, threats, or abusive communication.
• c. Avoid submitting false or misleading evidence.

Violations during a dispute may result in enforcement action independent of the dispute outcome.

11. Limitation of Platform Liability

PopKup acts as a marketplace facilitator and dispute resolution administrator. To the maximum extent permitted by law:

• a. PopKup is not liable for losses arising from the acts or omissions of brand owners, influencers, or buyers.
• b. PopKup does not guarantee specific dispute outcomes.

12. Governing Law and Jurisdiction

This policy shall be governed by and construed in accordance with the laws of the jurisdiction in which PopKup is incorporated. Where PopKup operates in multiple countries, applicable local laws may apply as required.

13. Policy Updates

PopKup may update this Dispute Resolution Policy from time to time. Continued use of the Platform after updates constitutes acceptance of the revised policy.