How to Open and Resolve a Dispute
Resolve Transaction Problems
If something goes wrong with a transaction, the dispute system helps resolve it fairly.
When to Open a Dispute
- Item never arrived
- Item significantly different from description
- Item damaged in shipping
- Wrong item received
- Seller unresponsive after payment
Step 1: Try to Resolve Directly
Message the seller first. Many issues can be resolved through communication.
Step 2: Open Dispute
If the seller doesn't respond or won't resolve, go to your order and click "Open Dispute." Opening a dispute costs a 5% fee on the disputed amount. Whichever side opens the dispute pays this fee — it funds the arbitrators who review your case.
Step 3: Provide Evidence
- Upload photos of the item/problem
- Include tracking information
- Copy of product description
- Screenshots of messages with seller
- Any other relevant evidence
Step 4: Seller Response
The seller has 48 hours to respond with their side of the story and evidence.
Step 5: Arbitrator Review
Three independent arbitrators review both sides. They may ask follow-up questions.
Step 6: Decision
Within 5-7 days, the arbitrators issue a binding decision:
- Full refund to buyer
- Partial refund
- No refund (favor seller)
- Split decision
Step 7: Automatic Execution
The smart contract automatically executes the decision. No one can override it.