Reporting, Disputes & Corrections Policy

What a report must contain

A report records the outcome of a transaction your business actually handled. Every report requires the delivery city, the order number, factual notes describing what happened, at least one controlled factual tag, and at least one supporting evidence file. Notes must describe facts rather than conclusions about a person, and placeholder text is not accepted.

Controlled factual tags

Tags are chosen from a fixed factual list, for example refused delivery, refused at doorstep, unreachable, incorrect address, fake order indicators, returned shipment, payment issue, or another factual transaction issue. Accusatory labels are not available and are not permitted.

Report lifecycle

• Pending review — submitted, with no effect on network signals.
• Verified report — accepted after review; counts toward signals.
• Rejected — not accepted; never counts toward signals.
• Disputed report — challenged; excluded from signals while the dispute is active.
• Resolved — the dispute concluded and the outcome was recorded.

How risk signals are produced

Signals are produced by defined platform rules applied to verified reports. No verified reports shows Clear. One verified report shows Caution. Two or more verified reports from independent businesses show High risk. Repeated verified fake-order or refused-at-doorstep outcomes weigh more heavily. A record with an active material dispute can show Under dispute instead of a risk level. A risk signal is an indicator drawn from reported transactions, not a finding of wrongdoing about any person, and the fulfilment decision remains with the seller.

Raising a dispute

A person named in a report, or a business affected by a report, may ask for review. A dispute should explain what is inaccurate and include any supporting information. While a dispute is open or under review, that report cannot increase a risk signal.

Requesting a correction

Where only part of a report is inaccurate — for example a city, an order number or a tag — a correction can be requested instead of a full dispute. Accepted corrections update the record, and the change is recorded in the audit trail.

Submitting additional information

Both the reporting business and the disputing party may be asked for further information or evidence during review. Requests, submissions and deadlines are recorded with the case.

Moderation review

Moderators review the report, the tags, the notes and the evidence against these rules and the Community Guidelines, then verify, correct, reject or resolve it. Every moderation decision is recorded in an audit trail that ordinary users cannot modify.

Appeals

Where an appeal route applies to a moderation or dispute decision, an appeal may be submitted with new information that was not available during the original review. Appeals are reviewed by staff who can uphold, vary or reverse the decision.

Evidence

Evidence is private and access-controlled. It is visible to the business that uploaded it and to authorised moderators reviewing the matter, is never served through public links, and is retained in line with the Privacy Policy.

Contact

To raise a dispute concern or appeal a decision, contact the Grievance Officer / HisabKhana Support Team at arthurmarston581@gmail.com. This policy is governed by the laws of the Islamic Republic of Pakistan, with the courts having appropriate jurisdiction in Lahore, Punjab, Pakistan.