Disputes & order appeals

Quick answer

Open a dispute from the affected order when its controls allow it. Use a specific reason, a factual explanation, and authentic evidence. Staff review the record; opening a dispute does not guarantee a refund.

Before you start

Check the delivery deadline, messages, and actual order state. Normal non-account delivery disputes unlock according to the order's timer. Confirmation or no-dispute auto-completion can close that path, so do not confirm an unresolved issue or ignore the schedule.

Open the staff dispute

1. Choose Raise dispute when available.
2. Read Review before opening a dispute and select the closest What happened? reason, such as Delivery not received or Partial delivery.
3. In Details for staff, explain what was promised, what is missing or wrong, and the relevant times. The form requires a short meaningful explanation.
4. Review the policy notice and choose Open dispute.
5. Continue in the shared order appeal thread with the seller and staff. Add relevant proof to that protected conversation; the initial reason form is not a replacement for the evidence record.

Account and swap differences

Account access problems begin with Report a delivery issue and the response/escalation path shown. Account protection has its own end date, including the period after buyer confirmation. Direct swaps use their own staff-help thread and coverage terms.

Staff review and appeals

Respond to requests and deadlines in the same case. Staff may decide release, full or partial refund, replacement, adjustment, or continued hold according to the evidence and policy. If you disagree, use the review path shown and identify the specific missed fact or new evidence. Do not open repeated duplicate cases or alter evidence to hide context.

Keep credentials and payment secrets out of reports. Zezima can explain the process or your own visible status but cannot open a dispute, decide an outcome, or message staff for you. Read the current Refund Policy.