At Indo4ward, we believe customer feedback—positive or negative—is an important part of improving our service. Recently, a review was posted on Trustpilot regarding an authenticity dispute involving a limited-edition product. We would like to take this opportunity to clarify how such cases are handled and to reaffirm our commitment to transparency, fairness, and open communication.

This post is not about disputing opinions. It is about ensuring that facts, processes, and standards are clearly understood.

How Authenticity Concerns Are Handled

When a customer raises a concern about product authenticity, Indo4ward does not rely on assumptions or personal judgment. We follow a structured verification process that includes:

• Confirming that the seller is an authorized retailer
• Validating purchase invoices
• Verifying limited-edition serial allocation where applicable
• Seeking written confirmation from the brand’s regional distributor or authorized partner
• Inspecting all communications with the customer

These materials are shared with the payment platform handling the dispute so that the matter can be assessed independently.

The Role of Payment Platforms

Payment platforms such as PayPal act as neutral third parties. Their role is to review documentation submitted by both buyer and seller and determine outcomes based on evidence.

Dispute timelines are governed by the platform’s internal processes and do not reflect misconduct by either party. In the case referenced in recent feedback, the platform reviewed submissions from both sides as part of its standard procedure.

Returns and Product Condition

When a product is returned, it is documented upon receipt to ensure transparency for all parties.

If an item is returned in open-box condition, meaning original protective seals or packaging have been removed, this affects how the item is classified and valued. This is standard practice across industries dealing with high-value or collectible products and is handled in line with established market standards.

Why Evidence and Communication Matter

Public review platforms are valuable spaces for sharing experiences, but complex disputes are best resolved through direct communication.

We strongly encourage customers to contact us directly if they have concerns. Many issues can be clarified or resolved quickly when discussed openly, before misunderstandings escalate or incomplete information is shared publicly.

At Indo4ward, we are always open to:

• Explaining our verification process
• Providing documentation where appropriate
• Working toward fair, evidence-based resolutions

Our Invitation to Customers

If you ever have a question or concern about an order, we invite you to reach out to us directly. Our team is committed to handling issues professionally, transparently, and in good faith.

You can contact us via:

• Email: [email protected]

We believe trust is built through dialogue, not assumptions—and we remain committed to earning and maintaining that trust with every customer.

Transparency isn’t about avoiding criticism. It’s about addressing it with clarity, facts, and accountability.