Disputes & Reporting
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- SUPPORT_PHONE
Effective date October 27, 2026 · Last updated October 27, 2026
In short: Report it on Masio, and we will review it within 1 business day. If money was lost, report to the police and to the Cyber Security Authority (call or text 292) too.
1. What you can report
| Report type | Examples |
|---|---|
| Scam or fraud | Asked for a deposit, fake payment alert, no item after paying, fake Masio staff |
| Counterfeit | Fake branded goods |
| Prohibited item | Anything on the prohibited list |
| Misleading listing | Wrong condition, fake discount, stock photo of a used item, wrong category |
| Seller didn't show up | Repeated no-shows |
| Seller won't honor return | See Returns & Refunds |
| Harassment or offensive content | Threats, insults, hate speech, sexual messages |
| Fake reviews | Reviews from the seller or friends |
| Account takeover | Someone else is using your account |
2. How to report
- In the app or on the website: tap Report on the listing, seller profile, review or chat message.
- By email: hello@masiomarket.com. Include the listing link or seller name, what happened, and screenshots or receipts.
- By phone: [Pending: support phone], 24/7 support.
Reports are confidential. We don't tell the seller who reported them, unless the law requires it or you agree.
3. What happens next
| Step | Timing |
|---|---|
| We confirm we got your report | Right away (in-app or email) |
| Safety team reviews it | Within 1 business day |
| Urgent cases (active scam, threats) | The listing or account is frozen during the review |
| We tell you the outcome | When the review ends, usually within 3 business days |
We look at chat history on Masio, your evidence, the seller's account history, and other reports. Outcomes range from no action, to a warning, listing removal, badge removal, suspension or a permanent ban. See the Acceptable Use Policy.
4. Disputes between buyers and sellers
Masio isn't part of the sale, but we help where we can.
- Talk first. Most problems are solved in chat. Be clear about what you want: a refund, a repair or an exchange.
- Ask Masio to help. If you can't agree within 3 days, open a report. We will contact both sides, review the evidence, and tell you what we think a fair outcome is under our policies.
- If the other side won't co-operate, we act on their account under our policies. We can't force a refund, because Masio doesn't hold payments today.
- Further options: mediation, or your local District Court.
5. Working with the police and authorities
If you report a crime to the Ghana Police Service or the Cyber Security Authority, give them your report reference from Masio. We respond to lawful requests for information, and we keep relevant records for investigations, as described in our Privacy Policy.
6. False reports
Deliberately false reports, for example against a competitor, break our Acceptable Use Policy and can lead to suspension.