Receiving the wrong item or a damaged one is frustrating — the exact opposite of the unboxing moment you were hoping for. The platform has a clear path to fix it. This guide covers the steps and what evidence to gather.
Gather Evidence First
Before anything else: photograph the item, the packaging, and the label showing the order details. Keep the packaging — couriers and sellers often need it. Do not alter or wear the item.
Raise a Dispute
Go to More → Orders, open the order, and raise a dispute. Choose the matching reason (wrong item or damaged item), describe the problem, and attach your photos. The dispute moves the order to Disputed status and notifies the seller and the platform team.
The Resolution
Depending on the case, the outcome is typically a replacement sent at the seller's cost, a repair, or a full or partial refund. Refunds are processed to your original payment method or wallet once the review concludes. The seller bears the cost of mistakes on their side.
Frequently Asked Questions
Do I have to return the item? The dispute resolution tells you. For wrong items, sellers usually arrange a return pickup; for damaged items, photos are often enough. Follow the instructions in the resolution, not your own assumption.
How long does resolution take? Most disputes are reviewed within a few business days once evidence is submitted. Complex cases with courier involvement can take longer.
What if the seller asks me to resolve it outside the platform? Decline. Off-platform resolutions are not recorded or protected. Keep everything inside the dispute thread.
Getting help
Contact support at [email protected] with your order number and photos.