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CarStrel

Dispute Resolution & Refund Process

When things don't go as expected, we're here to help. Our fair and transparent dispute resolution process ensures both buyers and sellers are treated fairly with clear timelines and outcomes.

How Our Dispute Process Works (Simple Overview)

1. Report Issue

Contact us within 48 hours of discovering the problem

Same Day Response

2. Investigation

We gather evidence and hear from both parties

2-3 Business Days

3. Mediation

We facilitate resolution between parties

1-2 Business Days

4. Resolution

Final decision made and funds processed

Same Day
Detailed Timeline: What Happens When
1h

Within 1 Hour: Immediate Response

  • • Automatic confirmation email with case number
  • • Your case is logged in our system
  • • Payment is automatically held if still in escrow
  • • Relevant documentation is gathered
24h

Within 24 Hours: Human Review

  • • Dispute specialist assigned to your case
  • • Personal call or email to discuss the issue
  • • Initial assessment and classification
  • • Other party is notified and asked for their side
2-3d

2-3 Business Days: Full Investigation

  • • Evidence collection (photos, messages, documents)
  • • Expert vehicle inspection if needed
  • • Background checks on previous disputes
  • • Verification of claims and counter-claims
4-5d

4-5 Business Days: Final Resolution

  • • Final decision communicated to both parties
  • • Detailed explanation of the outcome
  • • Refunds or payments processed immediately
  • • Case summary added to account records

Why Our Timeline is Reliable:

  • • Dedicated dispute resolution team (not general support)
  • • Automated systems handle routine tasks
  • • Priority queue for time-sensitive issues
  • • Clear escalation procedures for complex cases
Common Dispute Types & Likely Outcomes

Buyer Disputes

Vehicle Not as Described

Common Issues: Hidden damage, incorrect mileage, missing features

Likely Outcome: Full refund if major misrepresentation, partial refund for minor issues

95% resolved in buyer's favor
Seller No-Show

Common Issues: Seller disappears, doesn't respond, cancels last minute

Likely Outcome: Immediate full refund plus inconvenience compensation

100% full refund guaranteed
Quality/Condition Issues

Common Issues: Undisclosed wear, mechanical problems, cleanliness

Likely Outcome: Depends on severity and disclosure

Case-by-case basis

Seller Disputes

Payment Issues

Common Issues: Buyer disputes valid charges, payment reversals

Likely Outcome: Seller protected if transaction legitimate

Strong seller protection
False Damage Claims

Common Issues: Buyer claims damage that wasn't there

Likely Outcome: Photos and inspection reports protect sellers

Evidence-based decisions
Buyer No-Show

Common Issues: Buyer disappears after booking, doesn't pick up

Likely Outcome: Seller keeps deposit, gets compensation for time

Seller compensation provided
How to File a Dispute (Step-by-Step)

⏰ Time Limits: Act Quickly!

  • • Report issues within 48 hours of discovery
  • • Vehicle condition disputes: within 24 hours of pickup
  • • Payment issues: within 7 days of transaction
  • • Late reporting may affect resolution options

Method 1: Online Form (Recommended)

1

Log into Your Account

Go to "My Transactions" or "Order History"

2

Find the Transaction

Click "Report Issue" or "Dispute" button

3

Fill Out the Form

Describe the issue, upload evidence

4

Submit & Track

Get case number, track progress in real-time

Method 2: Direct Contact

24/7 Dispute Hotline

+254 XXX XXX XXX

Say "dispute" when prompted for fastest routing

Email Dispute Team

disputes@carstrel.com

Include your order number in the subject line

Pro Tip: Online form is fastest - it automatically pulls your transaction details and routes to the right specialist.

What Evidence to Provide

For Vehicle Condition Disputes:

  • • Clear photos of the issues from multiple angles
  • • Comparison with listing photos if available
  • • Video walkaround showing problems
  • • Screenshots of the original listing
  • • Any inspection reports or expert opinions
  • • Receipts for repairs if applicable

For Communication/Service Issues:

  • • Screenshots of all message conversations
  • • Call logs showing attempted contact
  • • Email chains with timestamps
  • • Documentation of no-shows or cancellations
  • • Any third-party communications
  • • Calendar/scheduling evidence

📸 Photo Tips for Best Results:

  • • Use good lighting (natural light preferred)
  • • Take wide shots and close-up details
  • • Include reference objects for scale
  • • Timestamp enabled if possible
  • • Multiple angles of each problem area
  • • Show VIN numbers and license plates
  • • Include any relevant documents in photos
  • • Don't edit or filter images
Don't Agree with Our Decision? Here's What You Can Do

Appeal Process (Free)

  • • Request appeal within 7 days of decision
  • • Provide new evidence or explain why decision was wrong
  • • Senior dispute specialist reviews your case
  • • Final decision within 3 business days

External Mediation (For High-Value Disputes)

For disputes over KES 500,000, you can request independent mediation:

  • • Professional mediator appointed by mutual agreement
  • • Costs split between CarStrel and disputing party
  • • Binding decision within 14 days
  • • Available for both buyers and sellers
Get Help Right Away

Emergency Line

For urgent safety issues

+254 XXX XXX XXX

24/7 Available

Live Chat

Quick resolution online

Available in your account

Instant Response

Email Support

Detailed case handling

disputes@carstrel.com

24h Response

Our dispute resolution team is available 24/7 to ensure fair and fast solutions.

Average resolution time: 3.2 business days | Customer satisfaction: 94%