Order Disputes (Seller Guide)

What is an order dispute?

A dispute is a formal case opened by a buyer when they report a major issue.

It is used to:

• review the complaint

• collect evidence from both sides

• allow seller response

• reach a fair decision

More serious than standard support communication.

What happens when a dispute is opened?

1. Dispute case is created

   • Buyer submits reason and explanation

2. Order is locked

   • Prevents changes during review

3. You are notified

   • Review and respond required

4. Response deadline begins

   • Action required before expiry

What can I do as a seller?

1. Accept the claim

Use if the buyer is correct.

2. Respond or counter

Provide explanation or propose alternative resolution.

3. Escalate

Request platform review if needed.

Why response speed matters

If you do not respond in time:

• case may proceed without your input

• automatic escalation may occur

• outcome influence is reduced

Fast responses improve outcomes.

What evidence should I provide?

Provide:

• screenshots

• delivery proof

• account/item details

• chat history or timeline

• proof listing matched delivery

Evidence must be clear and verifiable.

What happens after I respond?

• buyer accepts resolution

• buyer rejects and escalates

• platform reviews and decides

Possible outcomes

• refund issued

• decision in buyer’s favor

• decision in seller’s favor

• case closed after review

Outcome depends on evidence and order history.

Best practices

• keep listings accurate

• deliver exactly as described

• communicate clearly

• store proof of delivery

• respond quickly

• never ignore disputes

Common mistakes

• late responses

• incomplete evidence

• emotional or unclear replies

• relying only on chat without proof

• promising fixes without execution

FAQ

Does a dispute mean I lost?

No. It is a review process, not a decision.

Can I still explain my side?

Yes. You are given time to respond.

What if I already resolved it?

Submit proof of resolution.

Can platform intervene?

Yes. Cases can be escalated.

Do disputes affect performance?

Yes. Frequent disputes or poor handling may impact trust and performance metrics.