1. What Buyer Protection Is
Buyer Protection is AgriVesta's commitment to fair, secure, and transparent marketplace transactions. It combines secure payment processing through IntaSend, continuous transaction monitoring, and a professional, evidence-based dispute resolution process available on every eligible order.
2. How Buyer Protection Works
- Secure payment processing: Your payment is processed through IntaSend via M-Pesa STK Push.
- Transaction monitoring: We track every eligible transaction from payment through delivery.
- Evidence-based dispute resolution: Our team reviews evidence from both parties and makes a fair decision.
- Controlled settlement: Funds are released to sellers only after delivery confirmation or dispute resolution.
3. The Payment Flow
- Buyer submits payment via M-Pesa STK Push
- IntaSend processes and verifies the payment
- Seller ships or dispatches the order
- AgriVesta Buyer Protection monitors the transaction
- Funds are settled to the seller once delivery is confirmed or a dispute is resolved
4. Covered Situations
- Product quality — items that don't match the description or arrive damaged
- Non-delivery — orders paid for but never shipped or delivered
- Payment disputes — unauthorized or incorrect charges
- Seller performance — failure to meet agreed terms
5. Not Covered
- Buyer's remorse or change of mind
- Issues caused by force majeure events
- Transactions conducted outside AgriVesta
- Products explicitly listed "as-is"
6. Evidence We Accept
Strong evidence speeds up your case. Acceptable evidence includes:
- Clear photos of the received item and its condition
- Videos of unboxing or the item in use
- Delivery records, dispatch notes, or courier confirmations
- Payment receipts and M-Pesa confirmation messages
- Screenshots or records of in-app communication with the seller
7. Responsibilities
7.1 Buyer duties
- Review product listings thoroughly before purchasing
- Document delivery conditions upon receipt
- Report issues promptly through our dispute system
- Provide clear evidence to support any claim
- Communicate professionally with sellers
7.2 Seller duties
- Provide accurate product descriptions and images
- Ship items promptly after payment verification
- Communicate proactively with buyers
- Respond to disputes in a timely manner
- Maintain reasonable customer service standards
8. The Resolution Process
- Report issue: Submit a dispute within the timeline with evidence.
- Review period: Both parties submit documentation.
- Investigation: The AgriVesta team reviews the evidence (typically 3–5 business days).
- Decision: A resolution is issued with clear reasoning.
- Settlement: Funds are released or refunded based on the decision.
9. Stage-by-Stage Dispute Timeline
| Stage | Timeline |
|---|---|
| Dispute filing | Within 2 days of delivery |
| Evidence submission | 48 hours from request |
| Investigation | 3–5 business days |
| Decision issued | At end of investigation |
| Settlement | Within 48 hours of decision |
10. Settlement Process and Partial Refunds
Once a decision is made, settlement follows automatically: funds are released to the seller, refunded to the buyer, or in some cases split between the two.
Partial refunds
A partial refund may be issued where part of an order was fulfilled correctly, where goods were delivered but with a minor defect, or where both parties share some responsibility for the issue.
11. When Disputes May Be Rejected
A dispute may be rejected where:
- No supporting evidence is provided
- The claim falls outside the covered situations listed above
- The transaction was conducted off-platform
- The dispute was filed outside the applicable timeline
False claims
Intentionally false or exaggerated claims may result in the claim being rejected and may lead to account suspension.
12. Why This Matters
Every transaction on AgriVesta is protected by our marketplace rules. We've built this framework so you can focus on growing your agricultural business — not worrying about payment security or dispute resolution.
Secure payments by IntaSend · M-Pesa STK Push