7 · Corrections, disputes and returns

Who acts: whichever side proposes a change, then the other side; platform staff if they cannot agree. Starts with: a difference between what was ordered and what can be, or was, supplied. Ends with: the change applied as a new PO version, rejected, or settled by mediation.

Where corrections come from

Raised by	When	Typical reasons
Supplier	Confirming the order	Can only supply part; price changed; proposes a substitute; needs a later date
Buyer	Signing off the goods	Short, damaged or wrong items

Either way, a correction lists each change and the effect on the order total.

Answering a correction

Proposed→Accepted/Rejected/Countered→Applied · PO v2· or →Escalated · dispute with Ops

The other side has three answers:

• Accept. The change is applied, the PO becomes its next version, and the order moves on.
• Counter. Propose something else, such as a refund instead of a replacement or a different price. The first side then accepts or rejects the counter.
• Reject. The PO stays as it was. For a supplier's change, the buyer may cancel those lines and source them elsewhere.

A correction that brings in a substitute product may need a company approval first.

Disputes

If the two sides cannot agree, either can escalate the correction. It becomes a dispute that platform staff mediate:

The mediator reads the order, the messages and the photos, talks to both sides, and sends a proposal: a refund, a replacement, a price adjustment, or no change. The agreed outcome is applied to the order. While it is disputed the order shows Disputed.

Returns

When damaged or wrong goods are accepted for a replacement or refund, the supplier collects them. A return moves through four steps:

The buyer is told at each step. A replacement ends when the goods are collected and the new ones sent; a refund ends when the credit is issued.

How it ends

Outcome	Result
Accepted or counter accepted	Applied: the PO's next version carries the change
Rejected	No change; the order continues or those lines are cancelled
Escalated	Mediated by platform staff, then applied as agreed