1. When to contact us
Contact Tokos promptly if a payment is confirmed but the order is not created, an item is unavailable after payment, a pickup code is used incorrectly, an item materially differs from its listing, or a delivery or pickup fails.
2. Information we may request
We may ask for an order number, payment-provider reference, listing photos, chat records already stored on Tokos, handoff timestamps, pickup or delivery evidence, and a clear description of the requested resolution.
3. Payment reversals
Provider-confirmed reversals follow the mobile-money provider's process and timing. Some reversals may require staff action while Tokos completes its production provider agreements. The staff transaction ledger records the status and reference used for reconciliation.
4. Marketplace disputes
Tokos may temporarily hold a payout, request evidence from the buyer and seller, review handoff records, and decide the platform action permitted by its policies. This process does not remove any non-waivable legal rights.
5. How to open a case
Email support@tokosss.com with the phone number used for Tokos and the order number. Do not email login codes, mobile-money PINs, or unrequested identity documents.