Dispute Resolution Policy

The Arbiter

All disputes on Koum are handled by The Arbiter — Koum's dispute resolution system — operated by the Zaphenath Ltd compliance team. The Arbiter reviews evidence submitted by both parties and issues a binding decision.

Filing a dispute

Disputes must be filed through the booking detail page within 24 hours of the expected delivery. Filing a dispute immediately freezes the escrow. Both parties are notified within 1 hour of a dispute being filed.

Resolution timeline

Day 1: Dispute filed. Escrow frozen. Both parties notified.

Days 1–3: Evidence collection. Both parties submit evidence through the platform.

Days 3–5: Review by The Arbiter.

Day 5: Decision issued. Escrow released according to decision.

Possible outcomes

Full release to carrier: Carrier proved delivery. Shipper's claim is unsubstantiated.

Full refund to shipper: Delivery was not completed, or cargo is materially different from the posted description.

Partial resolution: Both parties bear some responsibility. Escrow is split proportionally to fault.

Evidence

Accepted evidence includes: delivery photos, GPS tracking data from the Koum platform, CMR waybill signatures, WhatsApp message logs, and customs clearance documents.

All evidence must be submitted within 72 hours of the dispute being filed.

Appeals

The Arbiter's decision is final within the Koum platform. No appeal process is available within the platform. Parties may independently pursue remedies through the Commercial Court of Rwanda.

False disputes

Filing a false dispute reduces your trust score by 20 points immediately. Repeated false disputes (3 or more) result in permanent account suspension without refund of any subscription fees paid.