Dispute Resolution Policy
These rules apply to orders, buyers, and sellers using Mobrial stores.
First Step
Any buyer or seller dispute must first be reported to Mobrial through official support channels.
Required Information
The complainant must provide order number, product name, issue details, photos/videos, courier tracking, payment proof where applicable, and any chat/support record.
Review Process
Mobrial will review product listing, order details, seller dispatch video, buyer unboxing video, courier tracking, payment status, IMEI/serial details, chat/support history, and previous fraud/refusal history.
Decision
Mobrial may approve refund, replacement, partial refund, seller penalty, buyer deduction, claim rejection, courier claim, or further investigation. Decisions are based on available evidence and platform policy, without limiting mandatory rights available under applicable Pakistani law.