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.
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.