Complaint Procedure

Our Commitment to Fair Resolution

At ParsaFood Global, we are committed to handling complaints in a professional, impartial, and timely manner. We value feedback from our users and use it to improve our platform, services, and customer experience.

If you are dissatisfied with any aspect of our marketplace, services, or support, you may submit a formal complaint for review.

When Should You Submit a Complaint?

You may file a complaint regarding:

• Customer service experience
• Technical issues affecting your account
• Supplier verification concerns
• Marketplace functionality
• Payment service issues handled by ParsaFood Global
• Trade support services
• Digital services
• Website errors
• Policy violations
• Misuse of the platform
• Any service directly provided by ParsaFood Global

If your complaint concerns a transaction conducted directly between a buyer and an independent supplier, ParsaFood Global may facilitate communication where appropriate but is generally not responsible for resolving contractual disputes unless it acted as the agreed intermediary under a separate written agreement.

Before Submitting a Complaint

Please prepare the following information:

• Full name
• Company name (if applicable)
• Registered email address
• Country
• Order or Inquiry Number (if applicable)
• Product or service involved
• Date of the incident
• Detailed description of the issue
• Supporting documents, screenshots, invoices, or correspondence

Providing complete and accurate information helps us review your complaint more efficiently.

Complaint Review Process

1. Complaint Submission

Submit your complaint using our online complaint form or by contacting our support team.

2. Acknowledgement

We will acknowledge receipt of your complaint by email.

3. Initial Assessment

Our team will review the information provided and may request additional documentation if required.

4. Investigation

Where appropriate, we will investigate the matter by reviewing available records, communications, and supporting evidence.

If the complaint involves another platform user, we may request information from the relevant party before reaching a conclusion.

5. Resolution

Once the review is complete, we will notify you of our findings and, where applicable, any actions we intend to take.

Possible outcomes may include:

• Clarification of the matter
• Technical correction
• Account review
• Policy enforcement
• Service improvement
• Referral to the appropriate department
• No further action where the complaint cannot be substantiated

Response Time

We aim to provide an initial response within 14 business days after receiving your complaint.

Complex cases that require additional investigation may take longer. If additional time is required, we will inform you whenever reasonably possible.

Complaint Principles

Every complaint is handled according to the following principles:

• Fairness
• Confidentiality
• Professionalism
• Objectivity
• Transparency
• Respect for all parties
• Compliance with applicable laws

Important Limitations

ParsaFood Global is a marketplace platform and international trade service provider.

Unless expressly agreed in writing, ParsaFood Global is not automatically a party to contracts between buyers and independent suppliers and does not guarantee the performance, quality, delivery, legality, or financial obligations of third parties.

Our review of a complaint does not constitute legal advice, arbitration, or a judicial determination of liability.

False or Abusive Complaints

Submitting knowingly false, misleading, fraudulent, or abusive complaints may result in:

• Rejection of the complaint
• Suspension or restriction of platform access
• Removal of user privileges
• Other actions permitted under our Terms & Conditions and Acceptable Use Policy

Confidentiality

All complaints are handled confidentially and shared only with personnel who need access for investigation, legal compliance, or resolution.

Information may be disclosed where required by law, regulatory authorities, or a valid legal process.

How to Submit a Complaint

You can submit a complaint by completing the Complaint Form on our website.

Recommended Form Fields

• Full Name
• Company Name
• Email Address
• Country
• Complaint Category
• Order / Inquiry Number (Optional)
• Subject
• Detailed Description
• Upload Supporting Documents
• CAPTCHA
• Submit Complaint

Need Immediate Assistance?

If your issue is not a formal complaint and only requires support or clarification, we recommend using one of the following services instead:

• Live Chat
• Contact Support
• Help Center
• Business Consultation

Our team is committed to reviewing every legitimate complaint carefully and working toward a fair and reasonable resolution within the scope of our services and responsibilities.