Trove Marketplace is committed to maintaining a positive experience for both buyers and sellers. As a platform that connects individuals with disabilities to a supportive marketplace, we encourage buyers and sellers to communicate directly to resolve any issues that may arise. While Trove Marketplace is not a party to transactions between buyers and sellers, we have established the following Dispute Resolution and Complaint Process to facilitate communication when necessary and ensure fair outcomes.

We kindly remind buyers that all sellers on Trove Marketplace are individuals with disabilities. We ask that you engage in communication with respect, patience, empathy, and an understanding that some sellers may require additional time or accommodations when responding to inquiries or resolving disputes.

1.1 Scope of the Process
This process covers both general complaints and formal disputes, including but not limited to:

• Complaints about seller behavior, misrepresentation, or violations.
• Disputes such as item not received, item not as described, or refund issues.

All issues should first be resolved directly between buyer and seller. Trove facilitates communication but does not guarantee specific outcomes.

1.2 Encouraging Direct and Respectful Communication
Buyers and sellers should use Trove’s messaging system to resolve issues. Sellers are expected to respond within 48 hours, though accommodations can be made.

2.1 Types of Complaints

• Seller Misconduct
• Policy Violations
• Platform Issues

2.2 Submitting a Complaint
Submit the Trove Complaint Form with:

• Your contact details
• Description of the complaint
• Order number (if applicable)
• Supporting evidence (screenshots, communication logs)

Email to: [Insert Email Address]
Complaints must be submitted within 30 days of the issue.

2.3 Complaint Review and Response
Trove will:

• Acknowledge receipt within 3 business days
• Investigate and respond within 10 business days

2.4 Outcomes of a Complaint

• Warning
• Account Suspension
• Account Termination
• No Action Taken

3.1 Step 1: Direct Buyer-Seller Resolution
Buyers should contact the seller through messaging and include order number, issue details, and photos if needed. Sellers must respond within 48 hours.

3.2 Step 2: Filing a Formal Dispute
If unresolved within 7 days, either party may submit a dispute via the Trove Dispute Resolution Form, including:

• Contact info
• Order details
• Documentation of communication and evidence

Must be filed within 30 days of transaction.

3.3 Step 3: Trove Facilitation (Optional)
Trove may choose to facilitate and:

• Request additional info
• Recommend resolutions
• Help guide further communication

Note: Trove does not issue refunds or enforce outcomes unless required by law.

4.1 Buyers’ Responsibilities

• Review product details before purchasing
• Provide accurate info when filing complaints
• Communicate with respect and understanding

4.2 Sellers’ Responsibilities

• Provide accurate listings and clear policies
• Respond promptly and professionally
• Honor agreed-upon resolutions

• Warning
• Full or partial refund
• Replacement or repair
• Exchange
• Mutual agreement between buyer and seller

Trove Marketplace acts solely as a facilitator. Trove does not enforce or guarantee outcomes and reserves the right to decline involvement.

Email: support@trovemarket.com
Mail: Trove Marketplace, 1221 Bowers St., PO Box #61, Birmingham, MI 48012

To File a Complaint or Dispute:
Submit the Complaint or Dispute Resolution Form to: support@trovemarket.com