GGenerosity.co.nz

Dispute Resolution Policy

Generosity.co.nz

Version: 3.0 · Effective date: 25 August 2026

3.0 changes: made the direct-charge model explicit — the Platform does not receive, hold or route payments and cannot issue refunds directly; added response timeframes, evidence and investigation powers, chargeback fee clarity, Stripe bank-account debits, override powers, and a statement that the Platform is not a legal arbitrator.

1. Purpose

This policy explains how disputes between users (donors, buyers, sellers, fundraisers, organisations) are handled on the Platform. It sits alongside the Refund Policy and the payment network's chargeback process.

The Platform does not receive, hold or route payments, and cannot issue refunds directly. All refunds and chargebacks occur through the seller's own Stripe account: refunds must be initiated by the seller or fundraiser through their own Stripe dashboard.

2. Step 1 — Resolve directly

Start by contacting the other party through the Platform (or the contact details provided on the campaign/listing). Most issues — a late delivery, a wrong item, an update about a campaign — are resolved directly. Sellers and fundraisers should respond to dispute-related messages within two business days.

3. Step 2 — Request platform help

If you can't resolve it, submit a dispute to the Platform within 30 days of the issue (or within the period allowed by law). Provide:

  • your name and account email;
  • the transaction or campaign concerned;
  • what happened, with evidence (photos, messages, receipts);
  • what outcome you want.

Send disputes to: disputes@generosity.co.nz

The Platform may request additional evidence from either side, and may pause payouts or commission invoicing while a dispute is being investigated.

4. Step 3 — What we consider

We review, where relevant:

  • the campaign and listing descriptions;
  • messages and transaction records;
  • fulfilment and delivery evidence;
  • refund history and chargebacks;
  • moderation and verification records;
  • Stripe risk signals or verification status;
  • any prior disputes or moderation history (repeat patterns).

5. Possible outcomes

  • A refund (full or partial) under the Refund Policy;
  • Replacement or re-fulfilment by the seller;
  • Reinstatement or removal of content;
  • Pausing payouts or commission invoicing where fraud is indicated;
  • Freezing commission payouts for wholesale products;
  • Requiring proof of fulfilment or proof of use of funds;
  • Temporary suspension of the seller or fundraiser;
  • Removal of prohibited items;
  • Referral of the dispute to a chargeback process or to authorities.

The Platform may override a seller's or fundraiser's decision in cases involving fraud, prohibited items, safety concerns, or breaches of consumer law.

6. Chargebacks

Chargebacks are decided by the card network based on evidence from both sides and the merchant. The merchant is the seller of record: the business for wholesale items, the fundraiser for their own items and donations. Because payments are direct charges to the seller's Stripe account, the disputed amount — and any chargeback fees applied by Stripe or the card network — is taken from the seller's Stripe balance, not from the Platform. If the seller's Stripe balance is insufficient, Stripe may debit the seller's connected bank account. Chargeback decisions are made by Stripe and the payment networks; the Platform is not responsible for those decisions. The Platform assists with evidence and may pause payouts or commission invoicing while a dispute is open.

7. Escalation outside the Platform

Nothing in this policy prevents you from:

  • taking a claim to the Disputes Tribunal (for claims within its limits);
  • contacting the Commerce Commission or another regulator;
  • seeking legal advice or proceeding in the New Zealand courts;
  • exercising your rights under the Consumer Guarantees Act 1993 or Fair Trading Act 1986.

The Platform does not act as a legal arbitrator and cannot enforce legal remedies beyond moderation actions under these policies.

8. Fraud and safety

Disputes that indicate fraud, prohibited items, or harm to others are escalated to our safety team and, where appropriate, to the authorities. We may freeze payouts or commission invoicing during fraud investigations, and may request identity verification or proof of ownership.

9. Timeframes

We aim to acknowledge disputes within 2 business days and resolve simple cases within 10 business days. Complex cases may take longer, and we'll keep you informed. Some disputes depend on Stripe's chargeback process, which may take up to 75–120 days to complete.

10. Changes

We may update this policy with reasonable notice.