Grievance Redressal Policy

01Purpose

GiftSello wants every completed transaction to end the way it was promised. Where it did not, this policy gives you a formal, recorded way to complain — a grievance — with a ticket number, a named officer, fixed response targets and a second review. It applies in addition to ordinary support (live chat and support tickets), which stays the fastest way to ask a question.

02What a grievance is about

A grievance concerns a completed transaction on your own account in the last 180 days:

• a gift card order you paid for (not received, invalid or used code, wrong amount or balance);
• a gift card you sold that was paid or rejected (the amount, the decision, the time it took);
• a withdrawal that was sent or returned (not received, wrong amount);
• a restriction on your account that followed one of these — a freeze, a limit, a refused verification — or a request about your personal data (category "My personal data").

A payment that is still pending, an order that is still being delivered or a question about how the Platform works is handled by support, not by a grievance.

03How to register one

Sign in, open Account → Grievances → New grievance, choose the transaction, say what it is about and describe what happened. You receive a ticket number of the form GRV-XXXXXX at once, on the page and by e-mail. One open grievance per transaction; add to it rather than opening another.

04Who answers

Grievances are answered by the Grievance Officer, who is independent of the team that took the original decision, through our central support desk that serves all our gift card sites. You can also write to grievance@giftsello.com; quote the ticket number. Replies always come from the Platform's own address and never ask you to pay anything.

05Response times

Where a decision depends on a third party (a card issuer's balance check, a blockchain confirmation, a payment partner), the Grievance Officer tells you what is awaited and the new date. Every step is recorded on the grievance page of your account and e-mailed to you.

06What a decision can be

Depending on the facts: delivery or replacement of a gift card, a refund to the wallet or to the payment method used, a corrected credit for a sale, the release of a held withdrawal, the lifting of a restriction, a correction of your data — or a reasoned explanation of why the original outcome stands. Credits that result from a grievance follow the wallet rules of the Terms: added balance and refunds buy gift cards; only sale earnings are withdrawn, in cryptocurrency, after the cooling period and identity verification.

07Compliance holds

A freeze or hold placed for anti-money-laundering, sanctions or fraud reasons stays in place while the grievance is reviewed. The reviewer may ask for documents (proof of source of the gift cards, proof of address, a selfie with your ID). Where a law prevents us from explaining a decision, we say so.

08Fairness

Raising a grievance never affects how your account is treated. Grievances are decided on the records of the transaction — order, delivery and balance-check logs, blockchain records, messages — and the Platform's published rules, applied the same way to every customer. If the same problem affects several customers, we fix the cause and tell you.

09Records

The grievance, its messages and its decision are kept with the transaction for five (5) years, as required for financial record-keeping, and are covered by the Privacy Policy.

10Beyond the Platform

This process does not limit any right you have under the law of your country of residence to bring the matter to a consumer authority, an ombudsman or a court.

11Contact

Sign in to register a grievance