The dispute resolution process

How we resolve issues between buyers and sellers.

The process

Step 1: Review

• Our team reviews your case
• We examine evidence from both parties
• We check tracking and communication

Step 2: Investigation

• We may request additional information
• Both parties can submit evidence
• We assess against our policies

Step 3: Decision

• We aim to decide within 48–72 hours
• Complex cases may take longer
• Both parties are notified of the outcome

Possible outcomes

Full refund

• You're refunded the full purchase price
• Applies when item not received or significantly misrepresented

Partial refund

• Compensation for the issue
• Amount based on impact and evidence

No refund

• If claim not supported by evidence
• If item was as described

Return required

• You may need to return the item
• Seller may provide return label
• Refund issued upon return

Your responsibilities

• Respond to requests promptly
• Provide honest, accurate information
• Keep the item safe if return required
• Follow instructions from support