Dispute resolution
Something went wrong? Here's how we handle it.
When you can dispute
While payment is secured but the item hasn't been purchased or collected yet, either party can open a dispute. From purchase or collection until delivery is confirmed, only the buyer can. After confirmation, buyers can still dispute for up to 3 days — combined with the 5-day auto-confirm window, that's up to 8 days from "delivery marked" to raise an issue. Note that a payout already released may limit what a late dispute can recover.
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
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 traveler, or split. Target: 5 business days.