Dispute resolution
Something went wrong? Here's how we handle it.
When you can dispute
Nothing can be disputed while an order is still awaiting payment or a price approval. From the moment the payment is held until the traveler buys or collects the item, either party can open a dispute. From purchase or collection until delivery is confirmed, only the buyer can. After confirmation the buyer can still open one for a short window, in practice until the payout is sent at the end of the clearing hold. A payout that has already been sent limits what a late dispute can recover. The exact windows are in the Help Center: When can I open a dispute?
Dispute types
Item mismatch
Wrong product, wrong color, damaged item
Non-delivery
Buyer claims item never received
Fraudulent proof
Fake or edited receipt
Prohibited item
Policy violation discovered
Other
Anything that does not fit the four types above
Process
Open dispute
From your order page. Provide details and evidence (photos, messages).
Funds frozen
Payout is held while the case is reviewed. Both parties notified.
Admin review
We review order timeline, proof of purchase, and messaging. May request more info.
Resolution
Full refund, partial refund, release to the traveler, or a split. Money moves once, at resolution.