Complaints and the figures on them

If you disagree with a decision by 032 Ventures, you may lodge a complaint. In the Seller Center under Settings ▸ Appeal you choose what it is directed against:

• an offer was removed,
• your catalogue page was removed,
• a marketplace was withdrawn from you,
• your brand was suspended,
• your offers were suspended,
• a chargeback was charged to your brand,
• your contract was terminated,
• a commission invoice is wrong in your view,
• another decision by 032 Ventures.

You then state what was affected and why you consider the decision wrong (at least 20 characters). After sending you see a case number. Every team member can lodge a complaint for the brand. Instead of the form, text form to seller@032-ventures.com is also sufficient. The period is six months from receipt of the decision; against the outcome of a chargeback you object within 14 days of our notice (see Chargebacks).

We confirm receipt, review the case again, where possible through a person not involved in the decision, and reply in text form with reasons within 14 days. If the complaint is well founded, we reverse the decision. The procedure is free of charge and does not exclude recourse to the courts.

The figures on the procedure

Once a year we publish how the procedure has worked: how many complaints were lodged, what they were directed against, how they ended and how long we took on average. This is set out in § 22 section 4 no. 6 of the Brand Agreement and in Article 11(4) of the P2B Regulation.

The figures come straight from the cases and are fetched afresh on every visit, not copied by hand. A year still running carries an asterisk: its figures are not final yet.

Objections to a chargeback or a commission invoice run through the same procedure and the same reply deadline, but do not count towards these figures. They are not directed against a moderation decision, and a published figure should measure what its heading says.