Dispute process
What to do when something goes wrong
Important: You have 48 hours after delivery to raise a dispute. After that, auto-release may occur.
When to raise a dispute
- Item never arrived
- Item is counterfeit or fake
- Item is damaged
- Wrong item delivered
- Seller unresponsive after payment
How to raise a dispute
2
Click "Raise Dispute"
Button appears on orders that are delivered or overdue.
3
Select reason
Choose from: Not received, Fake item, Damaged, Wrong item, Other.
4
Upload evidence
Photos, videos, screenshots. Be thorough.
5
Submit
Case is assigned to our dispute team.
What happens next
1
Order frozen (24h)
Money stays in escrow. Seller is notified and can respond.
2
Seller responds (24h)
Seller uploads their evidence (shipping proof, chat logs).
3
Admin review (48h)
Our team reviews all evidence: tracking, photos, messages.
4
Resolution
Full refund to you, partial refund, or release to seller.
Evidence that helps
- Photos of item received (all angles, defects clearly visible)
- Screenshots of conversations with seller
- Video of unboxing (best evidence)
- Waybill or delivery receipt
- Authentication proof if item is fake
Best practice: Always film yourself opening packages. This is the strongest evidence for disputes.
Possible outcomes
- Full refund: Seller at fault (no ship, fake item)
- Partial refund: Item damaged but usable
- Release to seller: Buyer at fault or insufficient evidence
- Split: Both parties share responsibility