Dispute
Resolution
When things don't go as planned, we have a clear, fair process to resolve disputes. Your funds remain in escrow until a resolution is reached — protecting both buyers and sellers.
How the Process Works
Most disputes are resolved within 3–5 business days.
Open a Dispute
Within 72 hours of deliveryFrom your order dashboard, select 'Open Dispute' on the relevant order. Choose the reason: item not as described, damaged, wrong item, missing items, or item not received. Provide a clear description of the issue.
Submit Evidence
Within 24 hours of openingUpload photos, videos, or documents that support your claim. This may include images of the received product, screenshots of the listing, packaging condition, or any communication with the seller. The seller will also be asked to submit their evidence.
Both Parties Respond
48 hours for responsesThe seller is notified immediately and has 48 hours to respond with their side. During this period, both parties can communicate through the dispute resolution portal. Many disputes are resolved directly at this stage through mutual agreement.
Amana Review
1–3 business daysIf no mutual agreement is reached, our dispute resolution team reviews all evidence from both sides. We examine the listing accuracy, shipping documentation, product condition evidence, and communication history to make a fair determination.
Resolution Issued
Within 3–5 business days totalA binding resolution is issued. This may be a full refund to the buyer, a partial refund, or release of funds to the seller. Both parties are notified with a detailed explanation of the decision and next steps.
Possible Outcomes
Full Refund
Issued when: the product significantly differs from the listing, is counterfeit, is damaged beyond use, or was never delivered. The full escrow amount is returned to the buyer.
Partial Refund
Issued when: the product has minor discrepancies from the listing, or the buyer and seller agree to a partial resolution. The agreed amount is returned to the buyer, the remainder released to the seller.
Funds Released to Seller
Issued when: the evidence shows the product was delivered as described, the dispute was filed incorrectly, or the buyer's claims cannot be substantiated. The full amount is released to the seller.
Frequently Asked Questions
What if I miss the 72-hour window?
Disputes must be opened within 72 hours of confirmed delivery. After this window, funds are automatically released to the seller. In exceptional cases (e.g., you were traveling), contact support within 7 days for a case-by-case review.
Can I cancel a dispute?
Yes, you can withdraw a dispute at any time before a resolution is issued. This will release the funds to the seller. Once withdrawn, you cannot re-open a dispute for the same order.
What evidence should I submit?
Clear photos/videos of the received product, the original listing screenshots, packaging condition, shipping labels, and any relevant communication. The more evidence you provide, the faster and more accurate the resolution.
Are resolution decisions final?
Resolutions can be appealed once within 7 days by providing new evidence not previously considered. A senior review team handles all appeals. Second-level decisions are final and binding.
What about cross-border disputes?
Cross-border disputes follow the same process. Additional consideration is given to customs delays, international shipping timelines, and the complexity of returning items across borders. Return shipping in cross-border cases is handled case-by-case.