Legal
Dispute Resolution Policy
How Nexra handles conflicts between buyers and sellers — fairly, transparently, and fast.
Last updated: 7 August 2026 · NEXRA GLOBAL TEAM LIMITED
1. Overview
Payments are released to sellers when buyers confirm delivery. This means that if something goes wrong with an order, the funds have not yet been released to the seller — giving Nexra the ability to investigate and issue a fair outcome.
Nexra acts as a neutral mediator. Our admin team reviews all evidence from both parties and issues a binding decision. Neither the buyer nor seller can unilaterally release or reverse funds while a dispute is active.
2. When You Can Raise a Dispute
If you are unsatisfied with your order, do not confirm delivery. The dispute option becomes available 20 days after your order was placed.. Once opened, the dispute remains active until it is resolved by Nexra.
Once you confirm delivery, the dispute window for that order closes permanently. Only confirm delivery when you are satisfied that your item has been received in acceptable condition. This action cannot be undone.
There is no dispute option for orders where the buyer has already confirmed delivery.
3. Valid Grounds for a Dispute
You may raise a dispute if:
- You did not receive your order at all.
- The item received is significantly different from what was described or shown in the listing.
- The item arrived damaged or defective and this was not disclosed by the seller in the listing.
- You received an incomplete order — wrong quantity, missing items, or wrong product entirely.
- The seller has been unresponsive and failed to make contact or arrange delivery after the order was placed.
4. Invalid Grounds
The following are not valid grounds for a dispute:
- Change of mind or buyer's remorse, where the item accurately matches its listing.
- Dissatisfaction with a product that is as described — e.g. the colour "looks different in person."
- Disputes about service pricing agreed between buyer and seller outside the platform.
5. Before Raising a Dispute
We strongly encourage direct resolution first:
- Wait for a seller update message — sellers can send up to 3 order update messages to keep buyers informed on availability and delivery.
- If no update has been received and delivery has not occurred, allow the seller a reasonable opportunity to respond before raising a dispute, where applicable.
- If the issue remains unresolved after 20 days from your order date, proceed to raise a formal dispute.
Direct resolution is faster for everyone. Many issues — such as delayed meetups or missing items — are resolved quickly without admin intervention.
6. The Dispute Process
-
Buyer raises a dispute — Go to your order via My Orders (registered) or Track My Order (guest). Tap Raise a Dispute, describe the issue, and attach any evidence. This option becomes available 20 days after your order date, provided you have not confirmed delivery.
-
Funds release — The payment remains held in Nexra's account for the duration of the dispute. Neither party can access it.
-
Seller is notified — The seller receives a notification and has 24 hours to submit their response and evidence.
-
Admin reviews both sides — Nexra's admin team reviews all submissions impartially, without favouring either party.
-
Decision is issued — Nexra issues a binding decision and funds are disbursed accordingly.
7. Evidence Requirements
Both buyers and sellers should submit relevant, honest evidence. Accepted types include:
- Clear photographs of the item received (showing damage, wrong product, packaging, etc.).
- Screenshots of seller order update messages or Services chat conversations.
- Photos or confirmation of delivery by the seller.
- Screenshots of the original product listing showing the described condition or specifications.
All evidence must be submitted within 48 hours of the dispute being opened. Late submissions may not be considered in the decision.
Submitting fabricated, altered, or misleading evidence is a serious violation and will result in immediate account suspension and may be referred to Nigerian law enforcement.
8. Possible Outcomes
After reviewing all evidence, Nexra admin may decide:
-
Full refund to buyer — Funds are credited to the buyer's Nexra wallet. The buyer may contact nexra.support@gmail.com to request a direct bank refund instead.
-
Full release to seller — Funds are credited to the seller's Nexra wallet as normal. Seller can withdraw to their bank account at any time.
-
Partial refund — A split decision based on the circumstances (e.g. some items delivered, others missing). Buyer's portion goes to buyer wallet; seller's portion to seller wallet.
-
Return required — The buyer must return the item to the seller before the refund is processed. Both parties are notified of the return arrangement.
Nexra's decision represents the platform's final determination for the transaction and is binding for the purposes of using the Nexra platform. By using the platform, you agree to accept and abide by our dispute resolution outcomes.
9. Resolution Timeline
- Dispute window opens: 20 days after order placement.
- Dispute window closes: When buyer confirms delivery (permanently) or when admin resolves the dispute.
- Seller response window: 24 hours from dispute notification.
- Evidence submission deadline: 48 hours from dispute opening.
- Admin review & decision: Within 24–72 hours of the evidence deadline.
- Wallet credit: Immediately upon decision.
- Bank refund (buyers who request it): 3–5 business days via support.
10. Bad-Faith Disputes
Nexra takes misuse of the dispute system seriously. The following constitute bad-faith conduct:
- Submitting fabricated or altered photos or screenshots as evidence.
- Providing false information about an order, delivery status, or item condition.
- Colluding with another party to defraud sellers or Nexra.
- Repeatedly raising disputes without valid grounds.
Users found to have acted in bad faith will have their accounts permanently suspended. Wallet balances may be frozen and the matter may be escalated to Nigerian law enforcement.