Seller Complaints Policy

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This policy explains how Wolf & Badger handles complaints from our brand partners ("Sellers") in accordance with the Platform to Business Regulation (EU) 2019/1150.

1. What You Can Complain About

You can lodge a complaint with us regarding:

Non-compliance by W&B: Any alleged failure by Wolf & Badger to comply with our obligations under the Platform to Business Regulation or our Seller Terms
Technical issues: Problems with the Brand Dashboard, website functionality, or other technological issues that directly affect your ability to sell on Wolf & Badger
W&B conduct: Any measures taken by us, or our behaviour, that directly relates to your use of Wolf & Badger, including: - Suspension or restriction of your listings - Termination of your account - Decisions about ranking or visibility of your products - Fee disputes - Payment or remittance issues

2. How to Submit a Complaint

By Email: Send your complaint to [email protected] with the subject line “Seller Complaint”

Information to Include:

Your brand name and account email
A clear description of your complaint
Relevant dates and order/product references (if applicable)
Any supporting documentation
Your proposed resolution (if you have one)

3. Our Complaints Process

Stage 1: Acknowledgement

We will acknowledge receipt of your complaint within 3 business days.

Stage 2: Investigation

We will investigate your complaint fairly and thoroughly. The time required depends on the complexity of the issue:

Simple (e.g., payment query, minor technical issue): 10 business days
Standard (e.g., listing suspension, fee dispute): 20 business days
Complex (e.g., account termination, regulatory matters): 30 business days

If we need more time, we will let you know and explain why.

Stage 3: Response

We will provide you with a written response that:

Addresses the specific issues you raised
Explains our findings
Sets out what action we will take (if any)
Is written in plain, clear language

4. Our Commitments

We commit to handling all complaints:

Fairly: We apply the same standards to all Sellers in equivalent situations
Transparently: We will explain our reasoning and the basis for our decisions
Proportionately: The depth of our investigation will match the importance and complexity of your complaint
Without retaliation: Making a complaint will not negatively affect your standing with Wolf & Badger

5. If You’re Not Satisfied

Internal Escalation

You can request that your complaint be escalated to a senior member of our team by emailing [email protected]

Mediation

You can request that the dispute be referred to an independent mediator:

1. Centre for Effective Dispute Resolution (CEDR) Website: www.cedr.com Specialises in commercial mediation

2. The Chartered Institute of Arbitrators (CIArb) Website: www.ciarb.org Offers mediation services for business disputes

To request mediation, email us at [email protected] with the subject line “Mediation Request”.

We will:

Consider mediation requests in good faith
Bear a reasonable proportion of mediation costs, as determined by the mediator
Engage constructively in any mediation process

We may decline mediation if:

The same dispute has previously been mediated and you were found not to be acting in good faith
The dispute is connected to matters where mediators have repeatedly found in our favour