Payments are held by AYA Africa and released to the Vendor only after the Customer confirms receipt. Because AYA Africa manages the shipping logistics and the Customer relationship for all platform orders, we maintain the primary record of delivery and transit status.
Case: Non-Delivery
Situation: The delivery date has passed, and the Customer contacts AYA Africa.
Process: AYA Africa investigates our shipping logs and courier partners. We notify the Vendor that a delivery inquiry is underway.
Resolution: If the item is lost in our network, AYA Africa refunds the Customer. If delayed, we update the Customer and Vendor with a new timeline.
Case: Incorrect or Damaged Item
Situation: The item arrives but is damaged, the wrong size, or not as described.
Process: The Customer sends photos to AYA Africa. We share these with the Vendor to verify the issue.
Resolution: AYA Africa determines if a return or refund is valid and manages the return shipping process.
Case: Unconfirmed Delivery
Situation: AYA shipping records show delivery, but the Customer has not clicked “Confirm Receipt.”
Process: The Vendor notifies AYA Africa of the pending payment.
Resolution: AYA Africa verifies delivery with our courier. If the Customer remains silent for 5 business days, we manually release the funds to the Vendor.
Case: Damaged Returns
Situation: An item is returned via AYA shipping, but arrives back to the Vendor in poor condition.
Process: Vendor submits photos of the damage to AYA Africa.
Resolution: AYA Africa reviews the claim. If proven, we may withhold the Customer’s refund to compensate the Vendor for the loss.
- AYA Mediation: We lead all communication to act as a central point of contact. Vendors and Customers do not need to interact directly during a dispute.
- Transparency: The Vendor is updated via email or the Dashboard at every major step of the investigation.
- Final Decision: AYA Africa makes the final call based on logistics data, photo evidence, and our marketplace standards.
- Non-Delivery: Item lost within the AYA shipping network.
- Misrepresentation: Item does not match the Vendor’s listing details.
- Transit Damage: Item broken during the delivery process managed by AYA.
- Confirmation Delays: Customer is unresponsive after successful delivery.
AYA Platform Policies
Arbitration & Consumer Rights
Data Protection Authorities
- South Africa: POPIA (Information Regulator)
- Ghana: Data Protection Commission
- Nigeria: Data Protection Commission
- Kenya: Office of the Data Protection Commissioner
- Uganda: Personal Data Protection Office
- Lesotho: Data Protection (Ministry of Communications)
- eSwatini: Communications Commission (ESCICOM)
- Europe: GDPR Information