1. Three-Tier Process

Harker International operates a structured dispute-resolution process for transactions on SriLankaExport.com. It moves from direct buyer-vendor resolution to platform mediation, and only escalates to binding arbitration if both earlier tiers fail.

2. Tier 1 — Direct Buyer-Vendor (Days 0–7)

The first step is always direct discussion between Buyer and Vendor using the on-platform messaging on the order. Most disputes resolve within 48–72 hours. Suggested process:

1. Buyer states the issue clearly, with evidence (photos, lab analysis, shipping documents).
2. Vendor responds within 48 hours with a proposed resolution (refund, replacement, credit note).
3. Buyer accepts, counters, or escalates.

If the parties reach agreement, the resolution is implemented and the case is closed. Harker International is not involved at Tier 1 except to facilitate messaging.

3. Tier 2 — Platform Mediation (Days 7–30)

If Tier 1 fails or the Vendor does not respond within 7 days, either party may escalate to platform mediation by emailing info@harker.international.

Required evidence package

• Order number and a brief narrative.
• Commercial invoice, packing list, and bill of lading or air waybill.
• The full chat / email history with the other party.
• Photos taken at the factory (Vendor) and at receiving (Buyer).
• Lab analysis or third-party inspection report where applicable.
• Customs documentation and any insurance survey report (if shipping damage is at issue).

Timeline

• Acknowledgement — within 2 business days.
• Request for missing evidence — within 5 business days if the package is incomplete.
• Decision — within 10 business days of complete evidence.

Possible outcomes

• Full refund to the Buyer (charged back to Vendor payout).
• Partial refund — agreed pro-rata adjustment.
• Replacement shipment — Vendor reships at own cost.
• No-fault dismissal — insufficient evidence of Vendor failure.
• Escalation to Tier 3 — if the dispute involves contested facts or amounts above USD 25,000.

4. Tier 3 — Binding Arbitration

Disputes not resolved at Tier 2 may be referred by either party to binding arbitration. The arbitration is conducted under the Sri Lankan Arbitration Act No. 11 of 1995, seated in Colombo, in English, by a single arbitrator. Harker International maintains a panel of independent commercial arbitrators with trade-and-export experience; the parties may select from the panel, and absent agreement, Harker International appoints.

The arbitrator’s award is final and binding on the parties and may be enforced in any court of competent jurisdiction (including under the New York Convention 1958, to which Sri Lanka is a signatory).

5. Costs

• Tier 1 — no cost.
• Tier 2 — no cost to either party. Harker International absorbs mediation costs.
• Tier 3 — arbitrator’s fees and administrative costs are initially split equally and ultimately allocated by the arbitrator in the award.

6. Without Prejudice

Tier 1 and Tier 2 discussions are without prejudice to either party’s rights in Tier 3. Settlement proposals made in mediation are not admissible in arbitration.

7. Limitation Period

Disputes must be raised through Tier 2 within 90 days of the event giving rise to the dispute (typically delivery date, or scheduled delivery date for non-shipment). Disputes raised later may be considered at Harker International’s discretion but are not guaranteed mediation.

8. Chargebacks

Initiating a credit-card chargeback bypasses this process. If a chargeback is initiated, we will provide the card issuer with the evidence on file and freeze the disputed amount in the Vendor’s payout balance pending the issuer’s decision. Buyers are strongly encouraged to use Tier 1 / Tier 2 first.