Complaints & Disputes

Applies to KemyShopping customers and users in South Africa · Last reviewed 4 October 2026

KemyShopping is the central complaint channel for marketplace orders. Customers should not have to coordinate a product dispute alone between a seller, driver, courier and payment provider.

Step 1: Send a complete complaint

Email support@kemyshopping.co.za or use Contact Us. Include:

• full name and preferred contact details;
• order number, product and seller;
• a clear timeline and description of what went wrong;
• the outcome requested;
• relevant photographs, video, messages, tracking, assessment or payment evidence; and
• any access or safety need KemyShopping should accommodate.

Step 2: Acknowledgement and investigation

KemyShopping aims to acknowledge a complete complaint within two business days and provide an outcome or meaningful progress update within ten business days. Complex courier, warranty, authenticity, fraud or multi-party investigations may reasonably take longer; we will explain a material delay and the next expected step.

Evidence and fair process

We may verify identity, inspect the product and obtain relevant seller, driver, courier and payment records. Only information needed to resolve the matter is shared. A complaint is not rejected merely because it is critical or because the customer exercised a statutory right.

Internal review

If the first outcome does not resolve the matter, reply to the complaint reference and request supervisor review. State which finding is disputed, why, and what new or overlooked evidence should be considered.

Payment-provider issues

KemyShopping handles products, delivery, cancellation, return and refund instructions. Payflex or another payment provider handles its own eligibility decision, account and provider-side processing. KemyShopping will cooperate and provide the merchant-side status so the customer is not left without a coordinated response.

Privacy complaints

Send a privacy complaint to support@kemyshopping.co.za. The Information Officer will investigate access, correction, marketing, security, sharing or retention concerns under POPIA and the Privacy Notice.

External escalation

Internal review does not remove any right to approach an appropriate body, including the National Consumer Commission, Consumer Goods and Services Ombud, Information Regulator, National Consumer Tribunal or a court with jurisdiction.

Records and retaliation

KemyShopping keeps a proportionate complaint record for service, legal and fraud-prevention purposes. A customer, seller or driver may not be retaliated against merely for submitting a genuine complaint or evidence.