To provide qualified buyers with the protection they deserve and create a safer trading environment, Firstnaija offers buyers on its site the Firstnaija Buyer Protection scheme. This scheme covers transactions that have ended using either the regular auction or using the buy out option.
The scheme reimburses buyers when:
- An item they purchased was not received.
- An item they purchased was received but significantly not as described.
Firstnaija.com offers this service free of charge to its buyers for qualifying transactions.
The maximum amount payable for each claim:
From a seller that is BOTH bank verified AND address verified with a feedback of at least 0: up to a maximum of N10,000
From a seller that is BOTH bank verified AND address verified with a feedback of at least 10: up to a maximum of N30,000
From a seller that is BOTH bank verified AND address verified with a feedback of at least 50: up to a maximum of N50,000
Details:
Firstnaija Buyer protection programme covers ONLY the following situations:
1. Payments made via SitePay (What is SitePay?).
2. Transactions concluded on Firstnaija.com
Submission of a claim must be dated more than 25 days but no more than 45 days after the end of the transaction
Items that are delivered in person or picked up in person are not covered by this scheme
The claimant must have opened an 'Item Not Received or Significantly Not as Described' dispute for the transaction in question. This dispute must have been closed without a resolution
Buyers are only allowed to make a maximum of two claims in a lifetime, even if more than one item is bought from the same seller
This scheme only covers tangible goods. Non-tangible goods, for example services, are not covered by this scheme
Items that are stolen, damaged or lost in transit are not covered under this scheme
The buyer and seller involved in any transaction for which a claim is being made MUST each have a feedback rating of zero or above - and the seller must have a percentage positive rating greater than or equal to 90% at the time the bid or buy now is placed
The value of the winning bid must be between N2,000 and N100,000.
If you are not covered due to the above restrictions then it is recommended that you use Firstnaija Escrow to ensure a safe transaction
An administration fee is charged at 3% on all claims.
Making a Claim
To make a claim, you must have opened an Item Not Received or Significantly Not as Described Dispute for the transaction in question. You need to follow the dispute resolution process to try and resolve the issue by contacting the seller and giving the matter a chance for resolution. You can only make a claim if you are unable to resolve the matter. If you cannot resolve the matter and at least 25 days have passed since the close of auction or buy out date, you should make a claim by sending an email with as much information as possible about the auction/buy out item your claim is about. Ensure you at least have the details below in your email, but the more information you supply, the better:
Your Firstnaija.com username
The item number of the auction your claim is about
Proof of email communication with the seller of the item
Send these details by email to: admin@firstnaija.com
Once your claim is filed, a administrator will investigate the particular transaction.
