Dispute Resolution
Fair, transparent, and efficient resolution process to protect both buyers and sellers.
Disputes can ONLY be filed for escrow transactions. Direct payments to sellers have NO protection or dispute options.
The Resolution Process
File a Dispute
Report the issue through your dashboard or contact support. Provide order details, description of the problem, and supporting evidence (photos, messages).
Within 7 days of payment
Investigation Begins
Our dispute team reviews the case, contacts both parties, and gathers all relevant information. We aim to understand both perspectives fairly.
1-2 business days
Mediation
We facilitate communication between buyer and seller to find a mutually acceptable solution. This may include partial refunds, replacements, or other remedies.
2-5 business days
Resolution
Based on evidence and our policies, we make a final decision. Funds are distributed accordingly, and the case is closed with documentation.
Within 7 business days total
Common Dispute Types
Item Not Received
Buyer paid but never received the goods
Typical Resolution: Full refund if seller cannot provide proof of delivery
Item Not as Described
Product differs significantly from listing description
Typical Resolution: Return for refund or partial refund depending on severity
Quality Issues
Product is damaged, expired, or poor quality
Typical Resolution: Partial or full refund based on documentation
Quantity Shortfall
Received less than the ordered quantity
Typical Resolution: Refund for missing portion
Late Delivery
Significant delay beyond agreed timeframe
Typical Resolution: Case-by-case, may include partial refund
Tips to Avoid Disputes
For Buyers
- Always use escrow - NEVER pay sellers directly.
- Read product descriptions carefully before purchasing.
- Ask questions and clarify details before buying.
- Inspect goods immediately upon receipt.
- Document any issues with photos and videos.
- Communicate respectfully with sellers.
For Sellers
- Provide accurate, detailed product descriptions.
- Use clear, honest photos of actual products.
- Communicate shipping timelines clearly.
- Package goods securely to prevent damage.
- Respond promptly to buyer inquiries.
- Keep proof of shipping and delivery.
Dispute FAQs
How long do I have to file a dispute?
You must file a dispute within 7 days of payment confirmation. After this period, the escrow funds are automatically released to the seller.
What evidence should I provide?
Provide clear photos or videos of the issue, screenshots of conversations with the seller, delivery receipts, and any other relevant documentation that supports your claim.
What if the seller doesn't respond?
If the seller doesn't respond within 48 hours, we will proceed with the investigation based on available evidence and may rule in favor of the buyer.
Can I get a full refund?
Full refunds are possible depending on the nature of the dispute. If goods were not received or are completely unusable, a full refund is typically granted.
What if I'm not satisfied with the resolution?
You can request a review of the decision by our senior dispute team. Provide additional evidence or information that wasn't considered in the initial resolution.
What happens to repeat offenders?
Sellers with multiple disputes may face account restrictions, suspension, or permanent ban from the platform. We take pattern behavior seriously.
Need to File a Dispute?
Our dispute resolution team is here to help. Contact us with your order details.