Complaint and Feedback Handling

Complaint and Feedback Handling

Buyers, sellers and other parties may raise feedback or complaints about goods, services, transactions, payments or content on the platform.

1. Channels

• Hotline: 0766 600 138 (business hours)
• Email: hpl247forklift@gmail.com
• The contact form on the website, or directly from the transaction in your account.

2. Information to provide

• Your name and contact details, and the related payment code or transaction number.
• The complaint, photos, documents, delivery records (if any) and the resolution you request.

3. Process and timelines

1. Receipt: HPL247 acknowledges the complaint within 24 hours.
2. Verification: HPL247 contacts the seller/partner concerned and requests an explanation and evidence; sellers must cooperate.
3. HPL247 replies with a proposed resolution within 3 business days of receipt.
4. Resolution is completed within [15] business days at most; complex cases are extended with notice and reasons.
5. The outcome is sent by email and recorded in the transaction history.

While a complaint is being resolved, the related payment may be held and not paid out to the seller. Decisions are reviewed by HPL247 staff and are not based solely on automated processing. If you disagree with the outcome you may request a review, or bring the matter to the competent state authority or court as provided by law.