Dispute Process & Evidence

Once a dispute is opened, it moves through a series of stages until the admin reaches a resolution. Here is what to expect at each step and what you can do along the way.

Dispute Stages#

Every dispute follows this path:

Open > Pending Review > (Escalated) > Resolved > Closed

Not every dispute goes through escalation -- that stage is only for complex cases.

Dispute detail with messages

Stage 1: Open#

The dispute has just been submitted. The other party (buyer or vendor) is notified and has a chance to respond. Both sides can add evidence, send messages, and make their case.

What you should do: Make sure all your evidence is submitted. Respond to anything the other party raises. This stage typically lasts 1-3 days.

Stage 2: Pending Review#

Both parties have had their say and the admin is now reviewing everything. The dispute is queued for investigation.

What you should do: Wait for the admin to begin their review. You may be asked clarifying questions -- respond to those promptly.

Stage 3: Escalated (If Needed)#

Some disputes are more complex and need extra attention. The admin may escalate a dispute when:

  • The order value is high.
  • The evidence is conflicting.
  • A policy interpretation is needed.
  • Standard resolution options do not fit the situation.

What you should do: Be patient -- thorough investigation takes time. Respond quickly if the admin asks for additional information.

Stage 4: Resolved#

The admin has made a decision. The resolution is being applied -- refunds are processed, order status is updated, and both parties are notified of the outcome.

Stage 5: Closed#

Everything is finalized. The dispute is closed and no further action is possible. The resolution has been implemented and the order status reflects the outcome.

Response Times#

Who Action Timeframe
Other party Respond to initial dispute 48 hours
Both parties Submit all evidence Before admin review begins
Admin Begin review 1-3 business days
Admin Complete investigation 3-7 business days
Both parties Respond to admin questions 48 hours

These are typical timelines. Complex disputes may take longer.

What You Can Do at Each Stage#

While the dispute is Open:

  • Add evidence (text, screenshots, links, files).
  • Send messages in the dispute thread.
  • View all evidence from both sides.
  • Respond to the other party's claims.

During Pending Review and Escalation:

  • View everything that has been submitted.
  • Respond to any questions from the admin.
  • You generally cannot add new evidence at this point.

After Resolution:

  • View the admin's decision and reasoning.
  • Confirm receipt of any refund.
  • Leave a review if you have not already.

After Closure:

  • The dispute is final. It cannot be reopened.

Communication During Disputes#

Disputes have their own message thread, separate from the regular order messages. Both the buyer, vendor, and admin can see everything posted here.

Good communication practices:

  • Stay professional and factual.
  • Focus on the specific issue at hand.
  • Respond promptly when the admin asks questions.
  • Avoid aggressive language or personal attacks.

How the Order Is Updated#

When the admin resolves a dispute, the order status is updated automatically:

Resolution Order Becomes
Full Refund or Favor Buyer Refunded
Partial Refund Partially Refunded
Favor Vendor or Mutual Agreement Completed

Important Things to Know#

  • One dispute per order. You cannot open a second dispute on the same order, but you can add evidence to the existing one.
  • Both sides can open disputes. Either the buyer or the vendor can initiate the process.
  • No auto-resolution. An admin must make the final decision -- disputes never resolve on their own.
  • Evidence is permanent. Once evidence is added, it becomes part of the dispute record and cannot be removed.
  • Disputes can be filed at any time while the order is active, though filing sooner is always better.

What Happens After#

Once a dispute is resolved and closed:

  • Any refund is processed automatically -- the buyer is refunded through the original gateway and the vendor's earnings are reversed. The admin does not refund again by hand.
  • The vendor's dispute history is tracked. Multiple disputes can affect a vendor's standing on the marketplace.
  • Both parties can leave reviews (if they have not already).
  • Life goes on. Learn from the experience and move forward.