ForKobo Policy

Complaints & Escalation Policy

Effective date: March 13, 2026

This policy explains how merchants can raise complaints about billing, refunds, payouts, withdrawals, account restrictions, support handling, or policy enforcement.

1. Initial Complaint

Start with merchant@forkobo.com and include your account email, transaction or ticket reference, the issue, the outcome you are requesting, and any supporting records.

2. Specialized Escalation

• Compliance, payout holds, and restriction reviews: trust@forkobo.com
• General support intake or operational follow-up: support@forkobo.com

3. Review Expectations

• ForKobo may ask for more information before completing a review.
• Complex cases can require partner, processor, or compliance input.
• Where fraud, legal, or sanctions obligations apply, detail may be limited.

4. Internal Escalation

If your issue remains unresolved after the initial review, reply to the active thread and state that you want the matter escalated under this policy. ForKobo will route the matter to the relevant owner or compliance reviewer where appropriate.

5. Recordkeeping

ForKobo may retain complaint records, review notes, and supporting documentation for legal, audit, compliance, and service-quality purposes.