Dispute Journey

This guide explains how to resolve problems with marketplace transactions through the dispute system. Disputes provide a formal process for addressing issues when direct communication with the other party doesn't resolve the problem.

Overview

A dispute is a formal request for platform admin intervention when a transaction goes wrong. The dispute system protects both buyers and sellers by providing impartial review and binding resolutions.

Common Dispute Reasons:

• Item not received
• Item significantly different from description
• Item damaged or defective
• Payment problems
• Shipping issues
• Refund requested but denied

Timeline: 3-10 business days from filing to resolution (varies by complexity)

When to File a Dispute

Try Communication First

Before Opening a Dispute:

1. Contact the other party via Messages
2. Explain the problem clearly
3. Request a specific resolution
4. Allow 48-72 hours for response
5. Attempt to reach mutual agreement

Many Issues Resolve Through Communication:

• Miscommunication about condition
• Shipping delays (not seller's fault)
• Minor discrepancies
• Questions about functionality
• Return/refund negotiations

Situations Requiring Disputes

File a Dispute When:

Item Not Received:

• Package shows delivered but not received
• No tracking updates for 10+ days past expected delivery
• Seller never shipped item
• Package lost in transit
• Seller refuses to provide tracking

Item Not as Described:

• Condition significantly worse than listed
• Wrong item received
• Missing accessories/components
• Undisclosed damage or defects
• Counterfeit or replica item

Payment Issues:

• Charged incorrect amount
• Duplicate charges
• Payment taken but transaction cancelled
• Refund promised but not received

Shipping Issues:

• Item damaged in shipping (seller's packaging fault)
• Seller used wrong shipping method
• Excessive shipping delays (seller's fault)
• Lost package without insurance

Other Problems:

• Seller unresponsive (7+ days no response)
• Buyer refuses to release payment (trades)
• Fraudulent activity
• Violation of platform policies
• Any other serious issue

When NOT to Dispute

Don't File Disputes For:

• Buyer's remorse (changed your mind)
• Item as described but you don't like it
• Carrier delays beyond seller's control
• Minor cosmetic issues disclosed in listing
• Misunderstanding of listing terms
• Seller takes 24-48 hours to respond
• Item works differently than you expected (but as described)

Dispute Types

Item Not Received

Use When:

• Expected delivery date passed (7+ days ago)
• Tracking shows delivered but you didn't receive it
• No tracking updates for extended period
• Seller claims shipped but no tracking provided
• Package returned to seller

Required Evidence:

• Transaction details
• Expected delivery date
• Tracking number (if provided)
• Communication with seller
• Screenshot of carrier tracking showing "delivered" (if applicable)

Item Not as Described

Use When:

• Condition worse than listed (e.g., listed "Like New" but arrived "Fair")
• Wrong item completely
• Missing parts/accessories mentioned in listing
• Defects not disclosed
• Counterfeit item

Required Evidence:

• Photos of item received
• Photos from listing for comparison
• Description from listing
• Photos of defects/damage
• Comparison to authentic items (if counterfeit claim)

Payment Issue

Use When:

• Charged more than listing price
• Payment duplicated
• Refund promised but not received
• Payment authorization failed but charged anyway
• Billing error

Required Evidence:

• Transaction receipt
• Payment confirmation
• Bank/card statement
• Listing price screenshot
• Communication about refund (if applicable)

Shipping Issue

Use When:

• Item damaged due to poor packaging
• Seller shipped via different method than agreed
• Seller delayed shipping unreasonably
• Shipping insurance claimed but not filed

Required Evidence:

• Photos of packaging
• Photos of damage
• Agreed shipping method vs. actual
• Tracking showing delays
• Communication about shipping

Other

Use For Any Issue Not Covered Above:

• Policy violations
• Fraudulent behavior
• Harassment or abuse
• Account issues
• Complex situations

Creating a Dispute

Accessing Dispute Form

From Transaction:

1. Navigate to transaction detail page
2. Find Report a Problem or Open Dispute button
3. Click to open dispute form

From Marketplace:

1. Go to Marketplace tab
2. Find relevant transaction
3. Click Report a Problem button

Dispute Form Fields

Transaction (Pre-filled):

• Automatically linked to current transaction
• Cannot change transaction
• Dispute specific to this transaction

Dispute Type (Required):

Dropdown selection:

• Item Not Received
• Item Not as Described
• Payment Issue
• Shipping Issue
• Other

Select Type Most Matching Your Issue:

• Determines resolution options
• Helps admin understand context
• Directs to specialized review team

Subject (Required):

• Short summary of issue
• Max ~100 characters
• Clear and specific
• Example: "Item damaged in shipping" or "Wrong item received"

Description (Required):

• Detailed explanation of problem
• What happened
• When it happened
• What you expected vs. received
• Steps taken to resolve
• Desired resolution

Good Description Structure:

Summary: Item arrived in Fair condition, listed as Like New

Details: The listing described the Game Boy as "Like New with minimal
wear" but the unit I received has significant scratching on the screen,
a cracked battery cover, and the SELECT button doesn't work. The photos
in the listing showed a pristine unit.

Steps Taken: I messaged the seller on [date] explaining the issues.
They responded that "it worked when I shipped it" but didn't address
the condition mismatch. I provided photos but received no further reply.

Evidence: I've attached photos of the item as received compared to
listing photos. The damage is clearly visible and not disclosed.

Resolution Requested: Full refund and return shipping label.

Attachments (Optional but Recommended):

• Photos of item
• Screenshots of messages
• Tracking screenshots
• Receipt/payment proof
• Listing screenshots
• Any relevant evidence

Supported File Types:

• Images: JPG, PNG, WebP
• Documents: PDF
• Max file size: 5MB per file
• Max attachments: 10 files

Submitting Dispute

Before Submitting:

• Review all information for accuracy
• Ensure description is clear and complete
• Attach all relevant evidence
• Specify desired resolution
• Check for typos

Submit Process:

1. Complete all required fields
2. Upload evidence files
3. Review dispute summary
4. Click Submit Dispute button

Confirmation:

• Green toast: "Dispute created successfully"
• Redirects to dispute detail page
• Email confirmation sent
• Other party notified

Initial Status: OPEN

After Submitting

What Happens:

Notification Sent:

• Other party receives email about dispute
• Admin team notified
• Transaction may be frozen (payment held, items locked)

Dispute Status: OPEN

• Visible to both parties
• Can add messages
• Evidence can be added
• Admin reviews when available

Timeline:

• Admin acknowledges within 24-48 hours
• Review begins within 3-5 business days
• Resolution typically within 7-10 business days

Dispute Review Process

Admin Acknowledgment

Status: OPEN → IN_REVIEW

Within 24-48 Hours:

• Admin reviews dispute details
• Status changes to IN_REVIEW
• Both parties notified
• Investigation begins

System Message Posted:

Admin: Thank you for submitting your dispute. We have received
your case and are reviewing the details. We will investigate
and reach a resolution within 7-10 business days.

Investigation Phase

Admin Reviews:

• Dispute description and evidence
• Transaction history and timeline
• Messages between parties
• Listing details and photos
• Tracking information
• Payment records
• Platform policies
• Similar past cases

Admin May Request:

• Additional photos
• More detailed explanation
• Proof of claims
• Additional evidence
• Response from other party

Communication:

• Add messages to dispute thread
• Upload additional evidence
• Answer admin questions
• Respond to requests promptly

Responding to Admin Requests

Request Posted as System Message:

Admin: We need additional information to resolve this dispute.
Please provide photos of the item's condition, specifically:
1. Close-up of screen scratches mentioned
2. Battery cover damage
3. SELECT button

Please respond within 48 hours.

Your Response:

Use Add Message function:

1. Click Add Message button on dispute page
2. Write response addressing all points
3. Upload requested evidence
4. Click Send

Timely Response Important:

• Respond within requested timeframe (typically 24-48 hours)
• Delays resolution process
• May rule against non-responsive party

Other Party's Response

Seller/Buyer Can:

• View dispute details
• See evidence you submitted
• Add their own evidence
• Respond to claims
• Provide counter-evidence

Common Responses:

• Agreement with your claims (may offer refund)
• Disagreement with evidence to contrary
• Partial agreement with compromise offer
• Request for additional clarification

You'll See:

• Messages from other party in dispute thread
• Their evidence uploads
• Their explanations
• System messages about updates

You Can Respond:

• Reply to their claims
• Provide counter-evidence
• Clarify misunderstandings
• Address their points

Evidence Review

Admin Examines:

Photo Evidence:

• Compares item condition to listing
• Checks for undisclosed damage
• Verifies item identity
• Examines packaging quality

Message History:

• Communication between parties
• Attempts to resolve
• Promises made
• Discrepancies in statements

Transaction Records:

• Payment amount
• Listing price
• Shipping method selected
• Delivery confirmation

Tracking Information:

• Delivery status
• Timeline of shipment
• Delivery attempts
• Carrier notes

Platform Policies:

• Terms of service violations
• Marketplace rules compliance
• Seller/buyer responsibilities

Negotiation (Optional)

Before Final Decision:

Admin may facilitate negotiation:

• Partial refund offer
• Return and full refund
• Item replacement
• Other compromise

If Both Parties Agree:

• Dispute resolved by mutual agreement
• Admin documents resolution
• Agreed action implemented
• Dispute closed

If No Agreement:

• Admin proceeds to binding decision
• Reviews all evidence
• Makes final determination
• Issues resolution

Dispute Resolution

Admin Decision

Status: IN_REVIEW → RESOLVED

After Investigation:

• Admin makes binding decision
• Resolution posted to dispute
• Both parties notified
• Action items specified

Resolution Message Format:

Admin: After reviewing all evidence submitted by both parties, we
have reached the following decision:

Finding: The item received does not match the condition described
in the listing. The seller listed the item as "Like New" but photos
clearly show significant wear, damage, and functional issues not
disclosed in the listing description.

Resolution: Full refund to buyer. Buyer to return item using
provided return shipping label. Upon seller's receipt of returned
item, refund will be issued.

Action Required:
- Buyer: Return item using label (sent separately)
- Seller: Confirm receipt of return
- Platform: Process refund within 3-5 business days of return

This decision is final and binding.

Status: RESOLVED

Resolution Types

Full Refund to Buyer:

• Buyer receives full payment refund
• May require return of item (if received)
• Seller may pay return shipping
• Refund processed in 3-5 business days

Partial Refund to Buyer:

• Buyer receives partial refund
• Keeps item
• Amount based on value difference
• Refund processed in 3-5 business days

Favor Seller - No Refund:

• Buyer's claims not substantiated
• Item as described
• Buyer keeps item
• No refund issued

Item Return Required:

• Buyer returns item to seller
• Return shipping label provided
• Full refund upon seller receiving item
• Both parties cover return costs or platform covers

Replacement Offered:

• Seller provides replacement item
• Buyer returns defective item
• Exchange arranged
• Shipping paid by seller

Account Actions:

• Warning issued to violating party
• Temporary marketplace suspension
• Permanent ban (serious violations)
• Rating impact

After Resolution

Buyer Favored:

1. Refund processed (if applicable)
2. Return label sent (if return required)
3. Transaction marked complete or cancelled
4. Dispute status: RESOLVED

Seller Favored:

1. Payment released to seller (if held)
2. Transaction marked complete
3. Buyer keeps item
4. Dispute status: RESOLVED

Both Parties:

• Resolution is final and binding
• Cannot appeal (except extreme circumstances)
• Can rate transaction (optional)
• Dispute archived

Closing Dispute

Status: RESOLVED → CLOSED

After Actions Complete:

• All required actions fulfilled
• Returns completed (if applicable)
• Refunds processed
• Items handled per resolution

Automatic Closure:

• 30 days after resolution posted
• All actions completed
• No further activity

Final Status: CLOSED

• No further messages
• Resolution permanent
• Case archived
• Searchable in dispute history

Viewing Dispute History

Accessing Disputes

From Settings:

1. Navigate to Settings
2. Click Disputes tab
3. View list of all disputes

From Marketplace:

1. Go to Marketplace
2. Look for Disputes section
3. Click View All Disputes

Dispute List

Each Dispute Shows:

• Dispute ID number
• Transaction info
• Dispute type badge
• Status badge (OPEN, IN_REVIEW, RESOLVED, CLOSED)
• Created date
• Summary/subject

Status Colors:

• OPEN - Yellow
• IN_REVIEW - Blue
• RESOLVED - Green
• CLOSED - Gray

Filter Options:

• All disputes
• Open disputes
• In review
• Resolved
• Closed

Pagination:

• 10 disputes per page
• Navigate pages
• Total count shown

Dispute Detail Page

Accessing Details: Click any dispute in list to open detail page

Page Shows:

Header:

• Dispute ID
• Status badge
• Created date
• Transaction link

Dispute Information:

• Type
• Subject
• Description
• Evidence attachments

Transaction Details:

• Item name
• Transaction amount
• Transaction ID
• Link to transaction page

Message Thread:

• Chronological messages
• System messages (admin updates)
• User messages (you, other party, admin)
• Timestamps

Resolution (if RESOLVED or CLOSED):

• Admin's decision
• Resolution details
• Required actions
• Resolved date

Adding Messages

While Status is OPEN or IN_REVIEW:

1. Scroll to bottom of dispute page
2. Find Add Message section
3. Write message in text field
4. Click Send button

Message Appears:

• In dispute thread
• Timestamped
• Your name shown
• Other party and admin notified

Cannot Add Messages:

• Once status is RESOLVED or CLOSED
• Messages disabled
• Read-only access

Best Practices

Before Filing

Attempt Resolution First:

• Message other party politely
• Explain issue clearly
• Request specific action
• Allow reasonable time to respond (48-72 hours)
• Document all communication

Gather Evidence:

• Take photos immediately upon receiving item
• Screenshot listing before it changes
• Save all messages
• Keep tracking information
• Document timeline of events

Be Patient:

• Shipping delays happen
• Sellers may need time to respond
• Carrier issues outside seller control
• Wait reasonable time before disputing

When Filing

Be Honest and Accurate:

• Only claim what you can prove
• Don't exaggerate issues
• Provide truthful information
• Upload genuine evidence
• Stick to facts

Be Clear and Detailed:

• Specific descriptions
• Timeline of events
• Desired resolution stated
• Supporting evidence attached
• Professional tone

Be Organized:

• Number photos (Item 1, Item 2, etc.)
• Reference listing details
• Quote relevant messages
• Structured explanation
• Easy for admin to follow

During Review

Respond Promptly:

• Check dispute page daily
• Answer admin requests quickly
• Provide requested information
• Meet deadlines

Stay Professional:

• Polite language
• Factual statements
• No personal attacks
• Respect other party
• Cooperate with admin

Provide Complete Information:

• Answer all questions fully
• Upload all relevant evidence
• Clarify ambiguities
• Anticipate follow-up questions

After Resolution

Accept Decision:

• Resolution is binding
• Follow required actions
• Complete returns/refunds promptly
• Don't dispute the dispute

Learn from Experience:

• Review what went wrong
• Improve listing/bidding practices
• Better communication next time
• More thorough inspections

Rate Honestly:

• Provide fair rating
• Describe experience accurately
• Help future buyers/sellers
• Professional feedback

Preventing Disputes

As a Buyer

Before Purchasing:

• Read listings thoroughly
• Review all photos
• Ask questions about condition
• Check seller ratings
• Verify shipping details

After Purchase:

• Communicate with seller
• Track package
• Inspect item immediately
• Contact seller if issues
• Document everything

As a Seller

Create Accurate Listings:

• Honest condition descriptions
• Comprehensive photos
• Disclose all defects
• Accurate specifications
• Clear shipping terms

Professional Practices:

• Ship promptly (within handling time)
• Package items securely
• Provide tracking
• Respond to messages quickly
• Stand behind your items

Clear Communication:

• Answer questions fully
• Set clear expectations
• Update buyers on delays
• Provide tracking promptly
• Address concerns immediately

FAQ

How long does dispute resolution take?

Typically 7-10 business days from filing to resolution. Complex cases may take longer. Simple cases may resolve faster.

Can I cancel a dispute after filing?

Yes, if both parties agree to resolve directly. Message admin requesting closure and explain resolution reached.

What if the other party doesn't respond?

Admin will proceed based on available evidence. Non-responsive party may receive unfavorable ruling.

Can I appeal an admin decision?

Generally no. Decisions are final and binding. Only extreme circumstances (fraud, admin error) may allow reconsideration.

Does filing a dispute affect my account?

Filing legitimate disputes has no negative impact. Frivolous or false disputes may result in warnings or restrictions.

What if I receive a dispute against me?

Respond promptly with your side of the story. Provide evidence. Cooperate with admin. If claims are false, evidence will show that.

Can I file multiple disputes for one transaction?

No. One dispute per transaction. Include all issues in single dispute.

What happens to payment during dispute?

For sales: Payment typically held until resolution. For trades: Items may be locked from marketplace.

Can disputes be reopened?

No. Once CLOSED, disputes cannot be reopened. Must file new dispute if new issue arises.

Who pays for return shipping?

Determined by admin based on fault. Typically: buyer at fault = buyer pays, seller at fault = seller pays, platform may cover in some cases.

How do I add evidence after filing?

Use "Add Message" function to upload additional photos or documents during OPEN or IN_REVIEW status.

What if I disagree with the resolution?

Resolutions are binding. No appeal process except in cases of clear admin error or fraud (very rare).

Troubleshooting

Cannot File Dispute

Transaction Too Old:

• Disputes must be filed within 60 days of transaction
• Cannot dispute very old transactions

Dispute Already Exists:

• Check if you already filed dispute
• One dispute per transaction limit
• View existing disputes list

Transaction Status:

• Some statuses prevent disputes
• Transaction must be at certain stage
• Completed transactions may be past dispute period

Dispute Not Progressing

Waiting on Your Response:

• Check for admin requests
• Respond to any questions
• Upload requested evidence
• Review dispute page for updates

Waiting on Other Party:

• Admin allows reasonable time
• Will proceed if other party doesn't respond
• Delays extend timeline

Admin Workload:

• High volume periods take longer
• 7-10 day estimate is typical
• Complex cases need more investigation

Evidence Not Uploading

File Size Too Large:

• Compress images under 5MB
• Use image compression tools
• Upload one at a time
• PDF files must be under 5MB

Wrong File Type:

• Use JPG, PNG, WebP, or PDF only
• Convert other formats
• Screenshot if needed

Upload Failures:

• Check internet connection
• Try different browser
• Clear cache and retry
• Contact support if persists

Missing Notifications

Check Email:

• Dispute updates sent to registered email
• Check spam/junk folder
• Verify email address in Settings
• Add noreply@ to safe senders

Check Dispute Page:

• Visit dispute detail page directly
• Messages may not trigger email
• System messages appear in thread
• Refresh page for updates

Related Topics

• Complete Buying Journey - Avoiding disputes as buyer
• Complete Selling Journey - Avoiding disputes as seller
• Trading Journey - Trade-specific dispute situations
• Marketplace Settings - Account configuration
• Messaging System - Communication before disputes
• Transaction Management - Transaction lifecycle