Quick answer
Step 1: Message the seller in the order chat and try to resolve it directly.
Step 2: If the seller is unresponsive or you cannot agree, raise a dispute from the order page.
Important: The “Raise a dispute” option shows only when the order status is Order Delivered (not after it’s marked Received/Completed).
Steps
Open My Orders and select the affected order.
In the order page, use the message window to contact the seller.
Clearly describe the problem in 1–2 sentences.
Add proof (screenshots, timestamps, delivered vs expected details).
Wait for the seller response and attempt a direct resolution.
If you can’t resolve it, click Raise a dispute on the order page.
What happens next
After a dispute is opened, buyer and seller have 24 hours to communicate and provide proof in the order chat.
If it’s still unresolved, the dispute team reviews the information and makes a final decision.
Typical resolution is within ~3 days, but in higher volume periods it can take up to ~5 days.
Common Problems
I can’t see “Raise a dispute”: Check the order status. It appears when status is Order Delivered.
Seller isn’t responding: Open a dispute and include proof of attempted contact.
I don’t know what proof to attach: Use screenshots of the agreement, delivery details, and any error messages.
Contact support
Contact support only if:
You cannot open a dispute due to a technical issue, or
The order page is missing key controls/status updates.
Prepare:
Order ID
Short summary (1–2 sentences)
Screenshots (chat, delivery proof, errors)
Date/time of the issue