⚔️ Dispute Resolution Guide

Click Open Dispute on the affected order from your dashboard, and do it before the auto-finalize deadline — not the day before, ideally, since a dispute filed at the last hour leaves no margin if something about the filing itself needs correcting. State the actual issue plainly: non-delivery, wrong item, damage, or a mismatch with the listing description, and stick to what happened rather than how it made you feel — a moderator resolves disputes on facts and evidence, and emotional language in the filing doesn't move that needle, it just makes the case slower to read. Include every relevant date: when you ordered, when the vendor marked it shipped, and when the auto-finalize deadline falls. A well-organized initial filing gets processed faster simply because the moderator isn't reconstructing the timeline themselves from a messy account.

The outcome comes down to evidence, not persuasion, so build the file accordingly: a screenshot of the original listing and description (vendors do edit listings after the fact, so capture it early rather than relying on what's live when the dispute is reviewed), the full timestamped message history with the vendor, and photos of anything that arrived damaged or wrong. Strip metadata from any photo before uploading it — the same reasoning that applies to listing photos applies here, and there's no reason your dispute evidence needs to carry your device and location information along with it. If the vendor made a specific promise about delivery dates or product specs at any point, quote it directly and highlight it — a moderator weighing "buyer says X" against "vendor's own words said Y" is a much easier case to resolve than a dispute resting on interpretation alone.

A moderator typically gets assigned within 24 hours of filing, and both sides get a window — usually 48-72 hours — to submit evidence and respond to each other's claims. From there the moderator works from what's documented: order details, the message history, and whatever evidence each side submitted, weighing it toward one of a handful of outcomes — full refund, partial refund, reshipment, or release to the vendor. That decision is generally final, which is exactly why the evidence stage matters more than the framing or tone of the initial filing. One practical point worth internalizing: silence during a dispute reads as weakness to a moderator by default, not neutrality — respond promptly to any question asked, since an unresponsive party in a dispute this structured tends to lose the benefit of the doubt.