We want users and advertisers to have a clear method for contacting Firstrank regarding transactions, listings, privacy concerns and other grievances.
General Support
For:
- account assistance;
- listing issues;
- ranking questions;
- transaction questions;
- technical problems; or
- general enquiries,
contact:
Payment and Refund Support
For:
- duplicate payments;
- failed transactions;
- refund requests;
- payment errors; or
- payment-status questions,
contact:
Please include:
- purchaser/business name;
- registered email;
- transaction ID;
- payment date;
- amount and currency;
- listing URL; and
- description of the issue.
Privacy Requests
For:
- access requests;
- correction;
- deletion requests;
- consent-related requests;
- privacy complaints; or
- questions regarding personal data,
contact:
Grievance Contact
Grievances may be addressed to:
Information to Include
To help us investigate efficiently, please include where relevant:
- full name;
- business/company;
- email;
- listing URL;
- transaction reference;
- date of the issue;
- description of the grievance; and
- supporting evidence.
Acknowledgement and Resolution
We aim to acknowledge grievances within a reasonable period and resolve them as promptly as practicable according to:
- nature of the complaint;
- applicable law;
- payment-provider requirements; and
- complexity of the investigation.
Where a specific statutory timeline applies, we will endeavour to comply with the applicable requirement.
Payment Disputes
For genuine transaction concerns, users are encouraged to contact us before initiating a payment dispute so that we have an opportunity to investigate and resolve the matter.
This does not restrict rights available under applicable law or card-network rules.