Purchase and Refund Disputes: Practical Next Steps
Choose the guide that matches the purchase stage: waiting for delivery, questioning what arrived, returning an item or waiting for an agreed refund. Keep the order, listing, payment and messages together. A clear request should explain the specific problem and the response you want, rather than asking a seller to investigate an undefined complaint.
Choose the guide for the actual issue
Check whether the seller is a business or a private individual and whether a marketplace or payment provider offers a relevant complaint route. Those distinctions can affect your options. Do not let an informal conversation cause you to miss an applicable deadline.
Seller Refuses a Refund? Prepare Your Next Step
A seller refused your refund request? Clarify the reason, gather purchase and return records and consider a practical response or the appropriate complaint route.
Read the guideOrder Not Delivered? Gather the Right Records
An order has not arrived? Check the promised date, tracking and seller response, then prepare a clear request for delivery, a refund or further help.
Read the guideMarked Delivered but Not Received? What to Check
Tracking says delivered but the parcel is missing? Compare the delivery details, available evidence and seller response before choosing your next step.
Read the guideItem Not as Described? Explain the Difference
An item differs from its description? Save the listing and compare the specific differences before asking the seller about return, replacement or a resolution.
Read the guideReturned an Item but No Refund? What to Check
Returned an item and still waiting for a refund? Gather return tracking, receipt and the seller’s stated timeline before asking for a clear update.
Read the guideItem Arrived Damaged? Prepare a Clear Complaint
An item arrived damaged? Record the packaging and damage, keep order details and ask the seller how collection, replacement or a refund can be arranged.
Read the guideStore Credit Instead of a Refund? What to Review
Offered store credit when you asked for a refund? Check the purchase circumstances, seller’s explanation and local rules before deciding how to respond.
Read the guidePrivate Sale Dispute? Compare the Listing and Item
A private purchase has gone wrong? Save the listing, payment record and messages, then clarify the disagreement and check which routes apply to your sale.
Read the guideCustom-Made Order Dispute? Check the Specification
A custom-made order differs from what you agreed? Compare specifications, approvals and the delivered item before discussing correction or another resolution.
Read the guideMarketplace Purchase Dispute? Check the Right Route
A marketplace purchase is in dispute? Gather listing and payment records, check the platform’s deadlines and choose a clear route for raising the problem.
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