Disputes
Report a problem with a completed deal within 7 days, add evidence and follow the decision.
If something went wrong with a completed deal, you can report a problem. This opens a dispute: a moderator reads both sides and the evidence, and records a decision.
Works in:Android appWeb app
When to open a dispute
- The weight didn't match.
- The material wasn't as described.
- A payment problem.
- Unsafe or rude behaviour.
- Something else that went wrong with the deal.
Only the buyer and the seller of a deal can open a dispute, and only within 7 days of the deal being completed. One dispute can be open per deal.
Open a dispute
- Open the deal: Deals in the web menu, or Account, then Earnings & trust in the app.
- Under Problems with this deal, select Report a problem.
- Under What went wrong?, choose the reason.
- Under Describe what happened, be specific: dates, amounts, what was said. Write at least 20 characters (up to 1000).
- Optional: add up to 5 photos as evidence (JPEG, PNG or WebP, up to 10 MB each). Only you, the other person and moderators can see them.
- Select Submit report.
You see "Problem reported. A moderator will look at it." The other person is told.
While a dispute is open
- Find it in Trust and disputes under Open. It says "A moderator is looking at this".
- Add a note or photos at any time to add facts. Facts help the moderator decide. Both sides can add evidence.
- If you sort it out with the other person, select Withdraw dispute. It closes without a decision. You can't open another one for this deal after the 7-day window ends.
- An open dispute against someone removes their Trusted trader badge while it is open.
The decision
An admin reads both sides and the evidence and records one of three outcomes, with a note to both of you:
| Outcome | What it means |
|---|---|
| Decided in favour of the person who reported it | The evidence supports the person who opened the dispute. |
| Decided in favour of the other party | The evidence supports the other person. |
| Settled between both parties | You agreed a solution between you. |
The dispute then shows as Resolved, with the decision. Losing a dispute means you can't hold the Trusted trader badge.