Fair, transparent dispute resolution
If something goes wrong with your order, our dedicated disputes team is here to investigate and resolve the issue fairly. We protect buyers while ensuring suppliers are treated equitably.
Resolution Time
5–21 days
Dispute Window
7 days
Appeal Period
7 days
Refund Processing
5–10 days
The dispute resolution process
A structured, step-by-step process to ensure every dispute is handled fairly and efficiently.
Submit your dispute
Log in, go to your buyer dashboard, find the order, and click "Raise Dispute". Describe the issue clearly and upload supporting evidence (photos, documents, correspondence).
Acknowledgement
Our disputes team will acknowledge your submission within 24 business hours and assign a case reference number.
Supplier response
We contact the supplier and give them 3 business days to respond with their account of events and any counter-evidence.
Investigation
Our team reviews all evidence from both parties. For complex cases, we may request additional documentation or arrange third-party verification.
Decision & resolution
We issue a binding decision. If resolved in your favour, a refund is processed within 5–10 business days. Both parties are notified of the outcome.
Ready to raise a dispute?
Disputes must be raised within 7 days of the expected delivery date. Log in to your buyer dashboard to get started.
Frequently asked questions
Common questions about the dispute resolution process.
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