Refunds and dispute resolution
How to open a dispute, what evidence helps, and the timescales at each stage.
In this article — 5 sections
Talk to the seller first
Most problems are solved in the message thread within a day. Opening a dispute freezes the funds and starts a formal process, which is the right move when the conversation has stalled — not before.
Opening a dispute
Open it from the order page before the inspection window closes. You will be asked to choose a reason and attach evidence.
- Not delivered — no goods and no credible tracking.
- Not as described — materially different from the listing.
- Damaged in transit — with photographs of the packaging as well as the item.
- Wrong item or quantity.
Evidence that actually helps
Dated photographs, the original listing screenshot, and the message thread carry the most weight. Anything agreed by phone or on another app is very hard for us to act on, which is the practical reason to keep negotiations in the thread.
How long it takes
The seller has three working days to respond. If you agree an outcome, the refund or release happens immediately. If not, a case handler reviews both sides and issues a decision, normally within five working days of the seller's response window closing.
After a decision
Refunds return to the original payment method. Either side can ask for one review of a decision by submitting new evidence; without new evidence the original outcome stands.