At Kijiji, we provide the platform to connect buyers and sellers across Canada, but we are not actively involved in the actual transactions, payments, or item inspections.
If a disagreement, misunderstanding, or dispute happens after an item changes hands, it can be frustrating. Here is our official policy on user disputes and the steps you should take to find a resolution.
Kijiji’s Policy on Mediation
Kijiji does not act as a mediator and cannot intervene in civil disputes between users.
Because we are a classifieds platform and are not present for the physical transaction, we cannot verify the condition of items, determine who is at fault, or force either party to issue a refund or return an item. Once a transaction is completed in person, it is considered a private agreement between two independent individuals.
Recommended Steps to Settle a Dispute
In the vast majority of cases, a calm and polite conversation is the fastest way to fix a misunderstanding. We advise users to try and settle disputes among themselves using these best practices:
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Reach Out Calmly: Send a polite message via Kijiji Chat explaining the issue clearly. Avoid accusatory language, as this usually causes the other person to disengage.
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Propose a Fair Solution: If an item doesn’t work as expected or a defect was missed, suggest a realistic compromise (e.g., a partial refund, or returning the item for a full refund).
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Review the Original Ad: Sometimes details about an item’s condition or “as-is” status were already noted in the listing description. Double-check the details to clarify any misunderstandings.
When to Contact Local Authorities
If a situation escalates beyond a simple disagreement and you believe you have been a victim of criminal activity—such as deliberate fraud, theft, or receiving counterfeit currency—you should take formal action.
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File a Report: Contact your local police department’s non-emergency line to file an official report.
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How Kijiji Helps Legal Teams: While we cannot share private user data directly with other users for privacy reasons, Kijiji cooperates fully with law enforcement. Once the police open an active investigation, their detectives can submit an official request to us, and we will provide any internal account data or chat histories needed to assist them.
Staying Safe Move Forward
To protect yourself in future transactions, always remember to thoroughly inspect and test items in a safe, public place before handing over any money. For more tips on keeping your marketplace experience secure, please visit our Safety Centre.