1. When to contact us
Contact Tokosss promptly if a payment is confirmed but the order is not created, an item is unavailable after payment, a pickup code is used incorrectly, an item materially differs from its listing, or a delivery or pickup fails.
2. Information we may request
We may ask for an order number, payment-provider reference, listing photos, chat records already stored on Tokosss, handoff timestamps, pickup or delivery evidence, and a clear description of the requested resolution.
3. Payment reversals
Provider-confirmed reversals follow the mobile-money provider's process and timing. Reversals that need staff action are initiated by Tokosss support, and the staff transaction ledger records the status and provider reference used for reconciliation.
4. Marketplace disputes
Tokosss may temporarily hold a payout, request evidence from the buyer and seller, review handoff records, and decide the platform action permitted by its policies. This process does not remove any non-waivable legal rights.
5. How to open a case
Email support@tokosss.com with the phone number used for Tokosss and the order number. Do not email login codes, mobile-money PINs, or unrequested identity documents.