Order Disputes: How They Work

What is an order dispute?

An order dispute is a formal review process for orders where the delivered product or service may not match what was promised.

A dispute helps us:

• collect your explanation and evidence

• notify the seller

• pause the case for review

• work toward a resolution

When should I open a dispute?

You should open a dispute if your order has a serious issue, such as:

• the product or account is not as described

• the delivery does not match the listing

• there is a major problem with what you received

• the seller is not resolving the issue through normal communication

If your issue is minor or can be solved quickly, contact the seller or support first if that option is available.

What happens when I open a dispute?

When you open a dispute:

1. Your case is created

   • Choose a dispute reason

   • Add explanation and supporting evidence

2. You choose your preferred resolution

   • Example: refund or another suitable outcome

3. The order is locked for review

   • Prevents changes while the case is being handled

4. The seller is notified

   • A response deadline starts

What information should I include?

To help us review your case faster, include:

• clear explanation of the problem

• screenshots or recordings

• error messages or proof of mismatch

• relevant messages or timeline details

More precise evidence = faster resolution.

What happens after the seller responds?

After the seller responds, one of the following may happen:

• issue resolved directly

• additional information requested

• case escalated for review

• dispute closed with a final outcome

Possible outcomes

Depending on the case:

• refund approval

• store credit

• agreed resolution

• dispute rejection (insufficient evidence)

Refund timing depends on the payment method.

How long does a dispute take?

Resolution time depends on:

• response speed from both sides

• quality of evidence

• whether escalation is required

Delays usually happen due to missing evidence or slow responses.

Tips for faster resolution

• open the dispute immediately after noticing the issue

• provide full evidence upfront

• respond quickly to requests

• keep explanations clear and factual

FAQ

Can I open a dispute for any order?

No. Disputes are intended for serious product or delivery issues.

Will the seller see my complaint?

Yes. Sellers are notified and can respond.

Can I update my dispute?

Yes. You may be asked for additional details during review.

Does opening a dispute guarantee a refund?

No. Each case is reviewed based on evidence and order details.