Disputes
What happens if there’s a problem with a handover, and how disputes are resolved.
When can I raise a dispute?
If a listing was misrepresented, or what arrived doesn’t match what was verified, raise it with us at any point. See our Complaints page. Payment disputes for a third-party sale go to the seller and their own payment provider, not to us.
Who decides the outcome?
For a listing/verification dispute, a human admin reviews it; outcomes are never automated. You can attach evidence to support your side.
What are the possible outcomes?
For our own directly-owned inventory, a dispute is resolved either as a full refund to the buyer (the card authorisation is cancelled; the buyer was never actually charged) or release of the held funds to the seller. For a third-party sale, we can investigate a listing/verification complaint, but can’t move money either way: that’s between you and the seller.
How long does a dispute take to resolve?
It depends on the specifics and any evidence submitted. You’ll see the outcome reflected on your dashboard once an admin has made a decision.
Still have a question? Ask the help assistant or see the full Learn page.