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Fair, transparent, and efficient resolution for any trade disputes. Your funds are protected in escrow until issues are resolved.
Track the progress of your dispute through each stage of the resolution process.
Dispute newly submitted, awaiting review
Support team is actively reviewing the case
Escalated for urgent admin attention
Final decision made, funds processed
Dispute closed without resolution needed
Our structured process ensures fair treatment for both buyers and suppliers.
File a dispute from your order page with a detailed description of the issue.
AnytimeOur team reviews your submission and notifies the other party.
24-48 hoursThe other party has time to respond with their perspective.
3-5 daysOur team works with both parties to find a fair solution.
5-7 daysFinal decision is made and funds are processed accordingly.
2-3 daysCommon dispute categories and their typical resolutions.
Product doesn't match specifications or has defects.
Typical resolution: Refund, replacement, or compensation
Received quantity differs from the order.
Typical resolution: Credit, additional shipment, or refund
Shipment significantly late without valid reason.
Typical resolution: Compensation or order cancellation
Order not received after payment was made.
Typical resolution: Full refund from escrow
Both parties in a transaction can raise disputes when issues arise.
Can dispute if goods don't match order, aren't delivered, or have quality issues.
Can dispute if buyer refuses delivery without valid reason or makes false claims.
Disputes can only be raised on orders in certain statuses.
Payment is held in escrow, order is confirmed.
Supplier is preparing the order for shipment.
Goods are in transit to the destination.
Depending on the investigation, disputes can result in different outcomes.
100% of the escrow amount is refunded to the buyer.
Order marked as RefundedA percentage is refunded to buyer, rest released to supplier.
Order marked as CompletedFull escrow amount is released to the supplier.
Order marked as CompletedPlatform Fee: The platform fee is always deducted from the supplier's payout, not from the buyer's refund.
Follow these guidelines for a smoother dispute process.
All payments go through our escrow system. During a dispute, funds remain protected and can be refunded if the dispute is resolved in your favor. We never release payment to suppliers until you confirm satisfaction or the dispute is resolved.
Learn About EscrowCommon questions about our dispute resolution process.
Our team is here to help resolve any issues quickly and fairly. Access your orders from the dashboard to get started.