This page explains Pasarol's complaint service for merchants (sellers) who post listings on Pasarol. If you are a buyer or visitor, use the Consumer Complaints page instead.
Who can file
Merchants with a Pasarol account. An account that is suspended or banned can still file a complaint, including a complaint about the suspension or ban itself.
How to file
- Log in to your Pasarol account.
- Open the Dashboard, then the Complaints tab.
- Write your complaint. In the same tab you can add messages and read our replies.
If you cannot log in, email [email protected] with the subject "Pengaduan Penjual" and give the email address of your account.
Response time
We give a substantive response to every complaint within 3 (three) business days of receiving it. Business days are Monday to Friday. If we need more information from you, we will ask in writing and the period runs from when we receive the complete information.
Resolution
Complaints are resolved by giving priority to deliberation to reach consensus (musyawarah untuk mufakat) between the merchant and Pasarol. If we mark a complaint as resolved and you do not respond within 7 (seven) days, it closes automatically; you can always file a new complaint. If deliberation fails, the dispute may be settled through the dispute-resolution mechanisms available under Indonesian law.
Your complaint data
We keep records of complaints and their resolution. Details on how we use and store this data are in the Privacy Policy.