When to open
Vendor has failed to respond for at least 72 hours after a clear question. Or the order is significantly past the vendor's advertised shipping window with no update. Or the item arrived and does not match the listing.
The click
Click Open Dispute on the order page. Provide a short factual description of the problem. Attach any evidence you have (photos of the package on arrival, photos of the item against the listing).
What the moderator sees
Your dispute text. Your evidence. The full message thread between you and the vendor. The vendor's dispute history. The vendor's finalisation ratio. Any prior disputes on the same vendor with similar patterns.
What the moderator asks
Both sides for additional evidence if needed. Vendors typically get 48-72 hours to respond. If the vendor does not respond at all within the window, the dispute usually resolves in the buyer's favour by default.
Common outcomes
Full refund. Undelivered order or clear seller failure. Moderator cosigns with the buyer to refund address.
Partial refund. Product delivered but does not match the listing (weight short, potency lower). Moderator negotiates a partial.
No refund. Order delivered as advertised, buyer complaint not supported by evidence. Moderator cosigns with vendor.
How to increase your chances
Evidence up front. Clear photos. Polite factual language throughout the message thread (accusations before facts hurt your case). Answer moderator questions promptly. Do not open multiple parallel disputes.