{"id":4307,"date":"2026-05-17T04:57:22","date_gmt":"2026-05-17T04:57:22","guid":{"rendered":"https:\/\/srilankaexport.com\/dispute-resolution\/"},"modified":"2026-05-17T04:57:22","modified_gmt":"2026-05-17T04:57:22","slug":"dispute-resolution","status":"publish","type":"page","link":"https:\/\/srilankaexport.com\/ta\/dispute-resolution\/","title":{"rendered":"Dispute Resolution &#038; Buyer Protection"},"content":{"rendered":"\r\n<style>\r\n.sle-pg{font-family:Inter,-apple-system,BlinkMacSystemFont,'Segoe UI',sans-serif;color:#1A202C;width:100%;}\r\n.sle-pg *{box-sizing:border-box;}\r\n.sle-legal-hero{background:linear-gradient(160deg,#6E102F 0%,#8D153A 100%);padding:56px 24px 64px;text-align:center;color:#fff;}\r\n.sle-legal-hero__inner{max-width:720px;margin:0 auto;}\r\n.sle-legal-hero__kicker{display:inline-block;background:rgba(255,183,3,.18);border:1px solid rgba(255,183,3,.5);color:#FFB81C;font-size:.7rem;font-weight:700;letter-spacing:.12em;text-transform:uppercase;padding:4px 14px;border-radius:20px;margin-bottom:14px;}\r\n.sle-legal-hero h1{font-size:clamp(1.75rem,4vw,2.5rem);font-weight:800;line-height:1.15;margin:0 0 10px;color:#fff;}\r\n.sle-legal-hero__updated{font-size:.875rem;color:rgba(255,255,255,.7);margin:0;}\r\n.sle-legal-body{max-width:780px;margin:0 auto;padding:56px 24px;}\r\n.sle-legal-body h2{font-size:1.25rem;font-weight:800;color:#8D153A;margin:32px 0 12px;padding-top:24px;border-top:2px solid #FFB81C;display:inline-block;padding-right:24px;}\r\n.sle-legal-body h2:first-child{margin-top:0;padding-top:0;border-top:none;}\r\n.sle-legal-body h3{font-size:1.0625rem;font-weight:700;color:#1A202C;margin:18px 0 8px;}\r\n.sle-legal-body p{font-size:.9375rem;color:#1A202C;line-height:1.7;margin:0 0 14px;}\r\n.sle-legal-body ul,.sle-legal-body ol{margin:0 0 14px;padding-left:24px;}\r\n.sle-legal-body li{font-size:.9375rem;color:#1A202C;line-height:1.7;margin-bottom:6px;}\r\n.sle-legal-body a{color:#8D153A;font-weight:600;text-decoration:underline;text-decoration-color:#FFB81C;text-underline-offset:3px;}\r\n.sle-legal-body a:hover{color:#FFB81C;}\r\n.sle-legal-body strong{color:#8D153A;}\r\n.sle-legal-body table{width:100%;border-collapse:collapse;margin:0 0 14px;font-size:.875rem;}\r\n.sle-legal-body th,.sle-legal-body td{border:1px solid #E2E8F0;padding:8px 10px;text-align:left;vertical-align:top;}\r\n.sle-legal-body th{background:#F8FAFB;color:#8D153A;font-weight:700;font-size:.8125rem;text-transform:uppercase;letter-spacing:.04em;}\r\n.sle-legal-callout{background:#FFF8E1;border-left:4px solid #FFB81C;padding:14px 18px;margin:14px 0;border-radius:0 6px 6px 0;}\r\n.sle-legal-callout p{margin:0;font-size:.875rem;color:#6E102F;}\r\n.sle-legal-cta{background:#F8FAFB;border-radius:12px;padding:24px 28px;margin-top:40px;text-align:center;}\r\n.sle-legal-cta h3{font-size:1.0625rem;font-weight:800;color:#8D153A;margin:0 0 6px;}\r\n.sle-legal-cta p{font-size:.9rem;color:#5A6A7A;margin:0 0 14px;}\r\n.sle-legal-cta a{display:inline-block;background:#FFB81C;color:#6E102F;font-weight:700;padding:11px 24px;border-radius:6px;text-decoration:none;font-size:.9rem;transition:transform .18s,background .18s,box-shadow .18s;}\r\n.sle-legal-cta a:hover{background:#C8910C;color:#6E102F;transform:translateY(-1px);box-shadow:0 4px 12px rgba(255, 184, 28,.35);}\r\n@media (max-width:600px){.sle-legal-hero{padding:40px 20px 48px;}.sle-legal-body{padding:36px 20px;}}\r\n<\/style>\r\n<div class=\"sle-pg\">\r\n<section class=\"sle-legal-hero\">\r\n<div class=\"sle-legal-hero__inner\">\r\n<span class=\"sle-legal-hero__kicker\">Legal<\/span>\r\n<h1>Dispute Resolution &amp; Buyer Protection<\/h1>\r\n<p class=\"sle-legal-hero__updated\">Last updated: May 2026<\/p>\r\n<\/div>\r\n<\/section>\r\n<article class=\"sle-legal-body\">\r\n<h2>1. Three-Tier Process<\/h2>\r\n<p>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.<\/p>\r\n\r\n<h2>2. Tier 1 &mdash; Direct Buyer-Vendor (Days 0&ndash;7)<\/h2>\r\n<p>The first step is always direct discussion between Buyer and Vendor using the on-platform messaging on the order. Most disputes resolve within 48&ndash;72 hours. Suggested process:<\/p>\r\n<ol>\r\n<li>Buyer states the issue clearly, with evidence (photos, lab analysis, shipping documents).<\/li>\r\n<li>Vendor responds within 48 hours with a proposed resolution (refund, replacement, credit note).<\/li>\r\n<li>Buyer accepts, counters, or escalates.<\/li>\r\n<\/ol>\r\n<p>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.<\/p>\r\n\r\n<h2>3. Tier 2 &mdash; Platform Mediation (Days 7&ndash;30)<\/h2>\r\n<p>If Tier 1 fails or the Vendor does not respond within 7 days, either party may escalate to platform mediation by emailing <a href=\"mailto:info@harker.international\">info@harker.international<\/a>.<\/p>\r\n\r\n<h3>Required evidence package<\/h3>\r\n<ul>\r\n<li>Order number and a brief narrative.<\/li>\r\n<li>Commercial invoice, packing list, and bill of lading or air waybill.<\/li>\r\n<li>The full chat \/ email history with the other party.<\/li>\r\n<li>Photos taken at the factory (Vendor) and at receiving (Buyer).<\/li>\r\n<li>Lab analysis or third-party inspection report where applicable.<\/li>\r\n<li>Customs documentation and any insurance survey report (if shipping damage is at issue).<\/li>\r\n<\/ul>\r\n\r\n<h3>Timeline<\/h3>\r\n<ul>\r\n<li><strong>Acknowledgement<\/strong> &mdash; within 2 business days.<\/li>\r\n<li><strong>Request for missing evidence<\/strong> &mdash; within 5 business days if the package is incomplete.<\/li>\r\n<li><strong>Decision<\/strong> &mdash; within 10 business days of complete evidence.<\/li>\r\n<\/ul>\r\n\r\n<h3>Possible outcomes<\/h3>\r\n<ul>\r\n<li><strong>Full refund<\/strong> to the Buyer (charged back to Vendor payout).<\/li>\r\n<li><strong>Partial refund<\/strong> &mdash; agreed pro-rata adjustment.<\/li>\r\n<li><strong>Replacement shipment<\/strong> &mdash; Vendor reships at own cost.<\/li>\r\n<li><strong>No-fault dismissal<\/strong> &mdash; insufficient evidence of Vendor failure.<\/li>\r\n<li><strong>Escalation to Tier 3<\/strong> &mdash; if the dispute involves contested facts or amounts above USD 25,000.<\/li>\r\n<\/ul>\r\n\r\n<h2>4. Tier 3 &mdash; Binding Arbitration<\/h2>\r\n<p>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.<\/p>\r\n<p>The arbitrator&rsquo;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).<\/p>\r\n\r\n<h2>5. Costs<\/h2>\r\n<ul>\r\n<li>Tier 1 &mdash; no cost.<\/li>\r\n<li>Tier 2 &mdash; no cost to either party. Harker International absorbs mediation costs.<\/li>\r\n<li>Tier 3 &mdash; arbitrator&rsquo;s fees and administrative costs are initially split equally and ultimately allocated by the arbitrator in the award.<\/li>\r\n<\/ul>\r\n\r\n<h2>6. Without Prejudice<\/h2>\r\n<p>Tier 1 and Tier 2 discussions are without prejudice to either party&rsquo;s rights in Tier 3. Settlement proposals made in mediation are not admissible in arbitration.<\/p>\r\n\r\n<h2>7. Limitation Period<\/h2>\r\n<p>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&rsquo;s discretion but are not guaranteed mediation.<\/p>\r\n\r\n<h2>8. Chargebacks<\/h2>\r\n<p>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&rsquo;s payout balance pending the issuer&rsquo;s decision. Buyers are strongly encouraged to use Tier 1 \/ Tier 2 first.<\/p>\r\n<div class=\"sle-legal-cta\">\r\n<h3>Need to open a formal dispute?<\/h3>\r\n<p>Email <a href=\"mailto:info@harker.international\">info@harker.international<\/a> with subject &ldquo;Dispute &mdash; Order [number]&rdquo;. We will respond within 2 business days.<\/p>\r\n<a href=\"\/contact-us\/\">Contact Us<\/a>\r\n<\/div>\r\n<\/article>\r\n<\/div>\r\n\r\n","protected":false},"excerpt":{"rendered":"<p>Legal Dispute Resolution &amp; Buyer Protection Last updated: May 2026 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 &mdash; Direct Buyer-Vendor (Days 0&ndash;7) The first step [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"site-sidebar-layout":"no-sidebar","site-content-layout":"page-builder","ast-site-content-layout":"full-width-container","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"class_list":["post-4307","page","type-page","status-publish","hentry"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/srilankaexport.com\/ta\/wp-json\/wp\/v2\/pages\/4307","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/srilankaexport.com\/ta\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/srilankaexport.com\/ta\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/srilankaexport.com\/ta\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/srilankaexport.com\/ta\/wp-json\/wp\/v2\/comments?post=4307"}],"version-history":[{"count":0,"href":"https:\/\/srilankaexport.com\/ta\/wp-json\/wp\/v2\/pages\/4307\/revisions"}],"wp:attachment":[{"href":"https:\/\/srilankaexport.com\/ta\/wp-json\/wp\/v2\/media?parent=4307"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}