Dispute Resolution Process

Introduction

Mosaic Biz Hub is committed to maintaining a trusted marketplace where Customers and Vendors can resolve concerns quickly, fairly, and respectfully.

This Dispute Resolution Process outlines the steps both parties must follow when issues arise related to orders, refunds, returns, or customer experiences.

1. Step One — Customer Contacts the Vendor Directly

Customers must first attempt to resolve the issue directly with the Vendor.

If the issue is resolved at this stage, the dispute is considered closed.

2. Step Two — Vendor Provides a Resolution

Vendors may provide one of the following resolutions:

• Replacement
• Refund
• Exchange
• Store credit (if allowed by Vendor policy)
• Policy-based denial with explanation

If the Customer accepts the resolution, the matter is closed.

3. Step Three — Customer Escalates to Mosaic Biz Hub Support

If the Vendor fails to respond within 48 hours or the Customer believes Platform policies were violated, the issue may be escalated to Mosaic Biz Hub Support.

Customer Must Provide

• Order details
• Proof of purchase
• Screenshots of communication attempts
• Photos or supporting evidence
• Explanation of the unresolved issue

4. Step Four — Mosaic Biz Hub Review

Mosaic Biz Hub will review all submitted documentation and compare the Vendor’s actions against:

• Vendor Return & Refund Policies
• Mosaic Biz Hub Standard Policy
• Platform Terms & Conditions
• Platform performance standards

Vendor Responsibilities During Review

• Respond within 48 hours
• Provide requested documentation
• Cooperate in good faith

Failure to cooperate may result in badge downgrades, suspension, or removal from the Platform.

5. Step Five — Determination & Guidance

After reviewing the dispute, Mosaic Biz Hub may issue one of the following outcomes:

• Vendor must issue a refund
• Vendor must replace or resend the item
• Vendor must honor their posted policy
• Customer request denied with explanation
• Mutual compromise recommended

Mosaic Biz Hub does not process payments or directly issue refunds. Vendors remain responsible for completing all required actions.

6. Step Six — Enforcement

If a Vendor refuses to comply with a final determination, Mosaic Biz Hub may take corrective action including:

• Badge downgrade
• Temporary suspension
• Permanent termination
• Removal of non-compliant listings
• Performance remediation requirements

7. Step Seven — Final Closure

A dispute is considered closed when:

• The Vendor completes the required action
• The Customer confirms resolution
• Mosaic Biz Hub issues a final determination

All decisions made during dispute review are final.

8. Guiding Principles

Mosaic Biz Hub resolves disputes using the following principles:

• Fairness
• Transparency
• Documentation
• Vendor policy compliance
• Consumer protection best practices

Our goal is to maintain a marketplace built on trust, accountability, and community integrity.