Handling disputes as a seller
What to do when a buyer raises a dispute against you.
Handling disputes as a seller
If a buyer opens a dispute on your order, your payout for that order is paused while our team reviews. Most disputes are resolved within 48 hours.
Respond fast
When you see a dispute notification, respond within 24 hours. Sellers who don't respond automatically lose the case in most reviews.
What to include in your response
- Proof of dispatch (photos of the packed item, delivery person's name, time-stamped messages)
- Any back-and-forth with the buyer showing you tried to resolve directly
- A clear statement of what happened from your side
Strike system
Repeated disputes against your shop (lost on the seller side) result in strikes. After enough strikes your shop is temporarily suspended. The fix is upstream: fewer disputes by responding faster, dispatching faster, and describing items honestly.
When you should just refund
If a buyer's complaint is legitimate (wrong item shipped, broken on arrival), refund directly and politely. Refunding voluntarily protects your strike record and preserves your shop's review average.