Opening a Dispute
When and how to open a dispute, what to expect during the review process, and possible outcomes.
When to Open a Dispute
A dispute is a formal request for admin intervention when you and the seller can't resolve an issue. Consider opening a dispute when:
- You didn't receive your order and the seller isn't responding
- The item you received doesn't match the listing
- Your item arrived damaged or defective
- You received the wrong item
- The seller won't accept a reasonable cancellation request
- The seller is unresponsive to your messages
Important: Opening a dispute freezes the transaction — no funds will be released and no further actions (like confirmations) can be taken until an admin resolves it. This action cannot be undone.
How to Open a Dispute
- Go to My Purchases and open the transaction.
- Scroll to the Open Dispute section (marked with a warning icon).
- Click to expand the dispute form.
- Select a reason from the dropdown.
- Describe the issue in detail (minimum 10 characters, up to 2,000 characters).
- Click Open Dispute — a confirmation dialog will appear.
- Confirm by clicking Open Dispute in the dialog.
Dispute Reasons
As a buyer, you can select from these reasons:
| Reason | When to Use |
|---|---|
| Item not received | You paid but never received your order |
| Item not as described | The item doesn't match the product listing |
| Item arrived damaged | Physical damage during shipping or handling |
| Wrong item received | You got a completely different item |
| Quality issues | The item quality is significantly below expectations |
| Seller unresponsive | The seller won't respond to your messages |
| Other | Any other issue not covered above |
Providing Evidence
When opening a dispute, you can upload up to 5 evidence files to support your case. Good evidence includes:
- Photos of damaged or incorrect items
- Screenshots of the original product listing
- Screenshots of conversation with the seller
- Delivery confirmation showing incorrect or missing items
Evidence URLs must be valid links. Upload your files through the evidence section of the dispute form.
What Happens Next
After you submit a dispute:
- Transaction is frozen — no funds move in or out until resolved.
- Admin is notified — our team reviews the dispute details, evidence, and transaction history.
- Review period — admin review typically takes 7–14 business days, depending on complexity.
- Decision is made — the admin resolves the dispute with one of the outcomes below.
Possible Outcomes
| Outcome | What Happens |
|---|---|
| Full refund to buyer | The escrowed funds are returned to you via your original payment method |
| Full release to seller | The admin determines the seller fulfilled their obligation, and funds are released |
| Partial refund | The funds are split — you receive a partial refund and the seller receives the remainder |
You'll be notified of the outcome via email.
Tips
- Be specific in your description — include dates, what you expected vs. what you received
- Upload clear evidence — photos and screenshots are the most helpful
- Act promptly — open disputes before the auto-release window closes
- Try to resolve with the seller first — use the messaging system before escalating to a dispute
Need more help? Visit our Help Center or contact us at support@fansbyfans.com.