VBS SUPPORT & DISPUTE RESOLUTION SYSTEM

1. General Support

Users may raise support requests through the official VBS platform.

  • All issues must be submitted via support tickets only

  • Response time: within 24–48 hours (business days)

  • Support covers:

    • Payments & transactions

    • Orders & delivery

    • Account & verification issues

    • Technical problems

⚠️ VBS reserves the right to prioritize critical cases and request additional information where required.

2. Structured Dispute Resolution System

Level 1 — Initial Support Review

  • Complaint is reviewed by the VBS support team

  • Both parties may be asked to submit clarification or evidence

  • Initial decision issued within 24–48 hours

✔ If accepted by both parties → Case Closed

Level 2 — Senior Case Review

  • Case escalated upon request by any party

  • Reviewed by senior VBS management

  • Re-evaluation of all submitted evidence

✔ A revised and more detailed decision will be issued

Level 3 — Internal Arbitration Panel (VBS Authority)

  • Case handled by an internal arbitration panel appointed by VBS

  • Submission of complete and final evidence is mandatory

⚠️ At this stage:

  • New claims may not be accepted without justification

  • Proceedings become more formal and strict

✔ Decision at this level is considered binding within the platform

Level 4 — Final Administrative Decision

  • Escalation to VBS senior authority / executive level

  • Full case audit including user history and conduct

✔ This decision is:

  • Final

  • Non-negotiable

  • Enforced across the platform

Level 5 — Enforcement & Disciplinary Action

In cases involving fraud, misconduct, or policy violations, VBS may take one or more of the following actions:

  • Account suspension (temporary or permanent)

  • Account termination

  • Financial penalties

  • Payment hold, adjustment, or release

  • Restriction of platform access

3. Evidence & Documentation Policy

All claims, complaints, and disputes must be supported with valid and verifiable evidence.

Accepted evidence includes:

  • Images and videos

  • Delivery receipts or logistics records

  • Agreements, invoices, or contracts

  • Platform communication records

⚠️ Important:

  • Cases without sufficient evidence may be rejected without review

  • Submission of false or manipulated evidence may result in immediate penalties or suspension

4. Payment Protection & Escrow Policy

To ensure security and fairness:

  • All payments must be processed through VBS only

  • VBS may hold payments under a controlled escrow system

  • Funds are released based on:

    • Milestone completion

    • Delivery confirmation

    • Dispute resolution outcome

In case of dispute:

  • Payments will remain on hold until a final decision is made

5. User Conduct & Dispute Rules

Users must adhere to the following:

  • Submit complaints in good faith

  • Avoid misuse of the dispute system

  • Cooperate during investigations

Prohibited actions:

  • False or malicious complaints

  • Repeated unnecessary disputes

  • Attempts to bypass VBS processes

⚠️ Violations may result in:

  • Account restrictions

  • Penalties

  • Permanent removal from the platform

6. Platform Authority & Final Decision Rights

  • VBS reserves the exclusive right to review, manage, and resolve all disputes

  • All decisions made by VBS within this system are binding for platform users

  • Use of the platform constitutes full acceptance of this dispute framework