Buyer & Supplier Protection

Claims & Dispute Policy

Every Kacmazsa transaction is structured so that disputes are resolved against objective evidence — the Lot Passport, the pre-shipment inspection report, and shipment documents — not against phone calls or opinions.

The payment waterfall

Why claims are rare: payment is tied to evidence

10%

Reserve deposit

Locks the lot. Refunded in full if supplier fails to deliver or fails inspection. Held by Kacmazsa's payments partner — not accessible by the supplier until milestones pass.

70%

Released after passed inspection

Pre-shipment inspection by SGS or QIMA confirms quantity, packing, marking, dimensions and grade match the Lot Passport. Documents uploaded. Only then does 70% release.

20%

Released after receipt

Held until the buyer confirms receipt and the claims window expires. Valid claims reduce or retain this tranche. If no claim is filed within the window, the 20% releases automatically.

Valid claims

When a claim is accepted

Quantity shortfall: goods received are meaningfully below the quantity declared in the Lot Passport and packing list.
Quality below declared grade: goods are materially worse than the grade taxonomy published in the Lot Passport (e.g. A-grade units showing C-grade defects).
Wrong SKU shipped: SKUs in the container do not match the confirmed order.
Damage not declared in QC: transit or handling damage that was not pre-existing and declared in the inspection report.
Missing compliance documents: supplier-side documents (CE / DoP, OEKO-TEX, origin certificates) not delivered as agreed.
Customs failure due to supplier error: container held or duties assessed due to incorrect documents issued by supplier.

What is not covered

Goods damaged after delivery — once signed for by buyer's logistics, damage is buyer-side responsibility.
Normal commercial tolerances within the declared grade mix (e.g. up to 9% B-grade in a lot with 9% B declared).
Buyer's assembly, modification, or processing errors.
Regulatory requirements the buyer is responsible for (e.g. final fire compliance that the buyer undertakes post-delivery).
Price disputes after a confirmed order — agreed lot price stands.
Incoterm-related costs (freight, insurance, customs clearance, VAT) that were always buyer-side under the agreed Incoterm.

Filing a claim

Claim window and process

Claim window: 14 calendar days from confirmed goods receipt (signed delivery note or confirmed CMR).
How to file: email claims@kacmazsa.com with subject line: [Order reference] — [Lot Passport ID] — Claim.
Required evidence: delivery note or CMR signed by buyer's team, photos/video of the issue, count sheet if quantity claim, comparison to the Lot Passport grade taxonomy.
Review: Kacmazsa reviews the claim against the pre-shipment inspection report and Lot Passport within 5 business days.
If the claim is valid: the 20% final tranche is partially or fully returned to buyer depending on the scale of the shortfall; supplier notified.
If the claim is not valid: the 20% tranche releases to the supplier; buyer receives a written explanation.

Supplier failure before shipment

If the supplier fails to ship, fails pre-shipment inspection, or withdraws after order confirmation: the buyer's 10% reserve deposit is refunded in full. Kacmazsa will identify an alternative lot or issue a full refund. No cancellation fee to the buyer.

Dispute escalation

If buyer and supplier cannot agree after Kacmazsa's initial determination, either party may request escalation to an independent third-party assessor. Costs are shared unless one party is clearly at fault. Governing law and jurisdiction to be confirmed in the buyer/supplier terms.