Dispute resolution

When the customer says "this isn't right":

Step 1 — diagnose, don't argue

We share the customer's complaint with you, including any photos / measurements they sent. Look at the data; respond within 24 hours with one of:

• "We agree, this is on us. Rework / refund / replacement?"
• "We disagree, here's why" + your evidence.
• "We need more data" + what specifically.

Step 2 — the three remedies

• Rework: you fix the part, we ship it back to you for the rework, you ship to customer at your expense. Best for surface defects, finish, dimensional callouts within a small range.
• Replacement: you remake the part. Cost + time at your expense unless the issue is in our brief. Best for damaged, lost, or unrepairable parts.
• Refund: Mekka refunds the customer. We charge the cost back to you only if the issue is on your side per the Partner Agreement.

Step 3 — recording

Every dispute, including the resolution, gets a partner comment in the RFQ thread. We track these for the partner-relationship review.

Escalation

If we can't agree within 7 days, the Partner Agreement's dispute-resolution clause governs. Email foundry@mekka.co immediately on any escalation.