How disputes work

A dispute is the formal way to escalate an order issue. It is for when private messaging the seller did not resolve things.

Before opening a dispute

Try the order chat first. Sellers respond to most issues if asked clearly. State the problem ("item arrived broken"), what you want ("refund / replacement"), and attach a photo. About 60% of disputes never need to happen.

Opening a dispute

From the order page tap Open dispute. You will be asked for:

• A category (not delivered, wrong item, damaged, not as described, etc.)
• A short description of what happened
• Photo or document evidence where applicable

Once opened, the seller is notified and asked for their side.

What happens next

A Cheaply Trust and Safety reviewer takes the case. They may ask follow-up questions from either side via the order chat. Decisions usually arrive within 48 hours, faster for clear-cut cases.

Possible outcomes

• Full refund to the buyer
• Partial refund where both parties share responsibility
• Replacement or fix by the seller
• Dispute closed in the seller's favour if evidence does not support the buyer's claim

Decisions are final at the Trust and Safety level. Repeated bad-faith disputes affect account standing on both sides.