How to open a dispute

A dispute freezes the escrowed money for that order while both sides present their case. It is not a complaint form: it is a request for the platform to decide who receives the funds.

Open it

1. Open the order at /orders.
2. Select Open dispute. If the button is greyed out, the dispute window has closed — see *How buyer protection works*.
3. Choose one reason: not received, damaged, materially different, quantity short, or unauthorised charge.
4. Write what you expected and what you got, in plain terms, with dates. Two hundred words is usually enough.
5. Upload evidence.
6. Submit. The supplier is notified and the escrow release is frozen immediately.

Evidence that decides cases

• Photos of the goods as received, with the packaging visible in the same frame. Photos taken days later carry less weight.
• The agreed specification — a quotation, an approved sample photo, a drawing, or the product page you ordered from.
• The carrier's delivery record, especially damage notes made at delivery.
• A measurement or test result where the issue is dimensional or functional. A photo with a ruler beats a description.
• The platform conversation, which is already on the record, so reference the date of the message rather than pasting it again.

What happens next

1. Supplier response — three business days. They may accept, propose a partial settlement, or contest.
2. Negotiation — you can accept a partial settlement at any point, which closes the dispute.
3. Platform review — if unresolved, a reviewer examines the record within five business days.
4. Decision — full refund, partial refund, replacement or release to the supplier, issued in writing with reasons.
5. Funds move — same day as the decision, back to your original payment method.

Behaviour that hurts your case

• Confirming delivery before raising the issue.
• Evidence uploaded after the deadline.
• Agreeing a discount in private email, then disputing the rest.
• Refusing any settlement while offering no evidence.

Related

• *How to return or exchange goods*
• *How to apply for refunds*