Communicating online can often be confusing: it is hard to grasp the mood or genuine intentions of the person behind the screen. Cultural differences and language barriers may also come in the way.
We strongly encourage all our members to follow the Community Guidelines, be honest and polite.
However, if something went wrong during the communication on the website, a dispute may occur.
If you assume that another website member might have violated the platform’s Terms of Use, you may contact our Support Center support@okgirl.com and report an issue.
Many disputes may be resolved at hand. Our Dispute Management Team will review the ones that need additional consideration.
Our Work Basics
Dispute Management Team is committed to conflict-solving and will be happy to assist you:
• in case of misunderstanding between several website members which led to a conflict;
• when one of our services operates incorrectly;
• if you have reason to believe there has been a violation of website rules or policies;
• if there is a need to hold a detailed investigation upon your request;
• as a decision-maker in disputes where refund matters arose.
People often seek attention and support. We respect our members' privacy and boundaries; therefore, there are some red lines we cannot cross.
Please note that our Dispute Management Team is not authorised to:
• deal with any personal issues that happened outside the platform;
• provide members with psychological help or coaching services;
• transfer other members' personal data to you;
• by any means force other members to communicate with you;
• provide a refund that does not fall under the rules of our Payment and Refund Policy.
We will also not help you in case of your inappropriate behavior towards any website employees.
Standard Situations Workflow
In case you submitted a basic request (like delivery changes/specification or minor clarifications) to our Support Center, such request is managed in the following way:
1) Website member submits a request to our Support Center via chat/phone/email.
2) Provided the request was submitted properly, the responsible employee processes it.
3) Your request is satisfied immediately, or a respective case is created in our system for further consideration.
4) We contact all involved parties if necessary and get back to you with the decision.
5) Your request has been successfully processed.
Complaints Handling
If your request has a more complex nature and requires a detailed investigation from our team, we will process it under the following workflow:
1) Website member submits a request to our Support Center via chat/phone/email.
2) You submitted your request properly: added necessary documentation and a detailed explanation of the situation.
3) The case is created and transferred directly to the Dispute Management Team.
4) We contact all involved parties and conduct a detailed investigation if necessary.
5) You receive variants of the possible case solution or are asked to provide more details for case processing.
6) We come back to you with a final decision and consider the case closed.
Request Processing Time
Premium service for all customers is our top priority. We are doing our best to process all requests as fast as possible. However, various parties are involved if clarifications are needed, and it takes time to come to a suitable resolution.
Basic requests usually take up to 7 business days to be reviewed.
A detailed investigation by the Dispute Management Team may take 30 business days and more.
