Disputes
When to open a dispute and how updates are tracked.
When To Use A Dispute
Disputes are for order issues that need a formal case record between the buyer, seller, and marketplace team.
A dispute is more formal than a normal message or support question. It should be used when an order issue needs a case record, review, evidence, or a clear resolution trail.
Examples include item not as described, digital access problems, unresolved delivery issues, or cases where buyer and seller need marketplace oversight.
- Use messages first for simple questions.
- Use returns for return/refund workflows.
- Use disputes when the issue needs a formal case record.
Case Updates
Status changes, notes, and evidence uploads stay attached to the dispute so the full history is visible.
Dispute updates keep the case status, notes, evidence, and timeline in one place. This gives buyers, sellers, and the marketplace team a shared record.
Attachments can be useful for photos, screenshots, delivery information, or other evidence that helps explain the issue.
- Add clear updates rather than scattered messages.
- Upload evidence when it helps explain the case.
- Review the timeline before responding.
Admin Review
The marketplace team can review dispute activity and help move cases toward a resolution.
Marketplace review helps keep disputes consistent and gives the team visibility over unresolved buyer and seller cases.
Admin tools can be used to monitor open cases, change status, record notes, and move disputes toward resolution.
- Keep case notes factual and specific.
- Use status changes to reflect real progress.
- Close or resolve cases only when the outcome is clear.