When to Open a Dispute
Always try to resolve issues directly with the vendor first. Most problems can be solved through communication. Open a dispute only when:
- Order hasn't arrived past reasonable delivery window
- Product significantly differs from listing
- Vendor is unresponsive for 48+ hours
- Product quality issues that vendor won't address
- Missing items from your order
How to Open a Dispute
- Navigate to your order in Orders → Active Orders
- Click "Open Dispute" before auto-finalize
- Select the dispute reason
- Provide detailed explanation with evidence
- Submit and wait for moderator assignment
The Dispute Process
1. Moderator Assigned
A neutral moderator reviews the case (usually within 24 hours).
2. Evidence Collection
Both parties present their evidence and arguments.
3. Discussion Period
Moderator may ask questions or request additional information.
4. Resolution
Moderator decides: full refund, partial refund, or release to vendor.
Tips for Winning Disputes
📝 Document Everything
Save all communications with the vendor. Screenshots are evidence.
🎯 Be Specific
Clearly explain what went wrong with specific details.
🤝 Stay Professional
Remain calm and factual. Emotional appeals don't help.
⏰ Respond Quickly
Reply promptly to moderator questions. Delays hurt your case.
Common Dispute Outcomes
| Scenario | Typical Outcome |
|---|---|
| Order never received (vendor has tracking) | Partial or full refund depending on evidence |
| Order never received (no tracking) | Usually full refund to buyer |
| Wrong product received | Reship or refund at vendor's cost |
| Quality dispute | Partial refund common, depends on evidence |
| Buyer claims non-receipt but vendor proves delivery | Funds released to vendor |
Most disputes can be avoided by choosing reputable vendors, reading reviews carefully, and communicating clearly about expectations before ordering.