Dispute resolution

1. Operator

CartFlow is operated by Sanskrit Limited. Support: support@bizclinic.africa · +254113132508. Related: Returns and refunds, Shipping.

2. Report an issue

From your orders or cycle member view, open Report an issue. Supported types include non-delivery; missing, damaged, wrong, or defective items; duplicate or incorrect payments; unauthorised transactions; and refund delays.

Each case receives a reference, links to order lines and payment references, records the seller and fulfilment party, and keeps a timeline of evidence and staff actions.

3. Operating targets (not guarantees)

• Acknowledge: within 2 business days
• Decision: within 7 business days

These are internal operating targets. Provider refund completion and card/mobile-money timelines are outside CartFlow’s sole control. Provider dispute deadlines (for example chargebacks) take priority over internal targets when shorter.

4. Provider disputes

When a payment provider opens a dispute, staff record the provider deadline, prepare order/payment/delivery evidence, and must not miss that deadline because of slower internal SLAs.

5. Refunds and double payment

Refunds cannot exceed the remaining refundable goods and delivery amounts. An initiated refund is not marked completed until the provider confirms. We aim to prevent refund-plus-chargeback double reimbursement.