How Upfrica reviews a resolution case

Staff decisions should be based on the recorded order and policy context, not private pressure from either party.

Review can consider

• The original order, product and address snapshot.
• Payment state, refundable balance and previous refund actions.
• Dispatch, tracking, delivery and receipt information.
• Buyer and seller messages, evidence and response timing.
• Applicable country, category and protection policy.

Decision record

• A staff action requires a reason and creates a timeline event.
• The case shows the outcome and the next operational step.
• Internal risk notes are not shown as ordinary party messages.

View the Resolution Centre