File a dispute report

• When to file a dispute report
• Our dispute resolution process

When to file a dispute report

Only file a dispute report after you contact the seller
Let the seller know about the problem and give them a chance to fix it. Find out what to do if you're having trouble contacting the buyer or the seller.

A dispute report is how you let us know you need help resolving a problem with your purchase.

You can file a dispute report for:

• Non-delivery. If the goods haven’t arrived within 7 days, confirm your delivery address with the seller. If you still don’t get the item, file a dispute report.
• Not as described. If the item isn’t what you were expecting, double-check the description in your purchase confirmation. If it doesn’t match or if the item is faulty, file a dispute report.

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Our dispute resolution process

We understand sometimes a trade doesn’t go to plan. If you aren’t able to resolve the problem with the seller, we can step in and help.

Here’s how our disputes process works:

1. You contact the seller about the problem

Most sellers are happy to refund, repair, or replace an item if you aren’t happy with your purchase. Ideally, you can come to a resolution and end the process here.

2. You file a dispute report 

If you can’t resolve the problem with the seller, you file a dispute report (within 30 days of your purchase). In the report, you:

• tell us about the problem what actions you’ve taken so far
• provide photos or videos of the item and screenshots of your communication with the seller.

3. We’ll review your report

We'll review your report, then contact you by email about the best course of action. If you’re eligible for a refund through Buyer Protection, we’ll let you know.

If we aren't able to resolve your problem, you can reach out to the Disputes Tribunal to make a claim. 

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