Disputes and Appeals

Opening a dispute

The form asks for a dispute category, a description, your desired resolution, and supporting evidence: photos, video where useful, packaging images, the shipping label, tracking, serial numbers, authentication documents, messages, receipts or proof of value, and a police or carrier report when appropriate.

What happens immediately

• Both parties are notified and given response deadlines.
• Transaction evidence is preserved and relevant messages and files cannot be deleted.
• Seller payout is paused where possible.
• We identify required evidence and whether a carrier, insurer, authenticator, or payment provider must be involved.
• We check for duplicate claims and evaluate account and transaction risk.

The stages

• Problem reported
• Automatic eligibility review
• Evidence requested
• Other party responds
• Facilitated buyer-seller resolution
• Our review
• Return required, when appropriate
• Carrier, insurer, or authentication review
• Decision issued
• Refund, payout, reimbursement, or denial processed
• Appeal period, then final resolution

Possible outcomes

• Full or partial refund to the buyer
• Full or partial proceeds to the seller
• The buyer returns the item, or keeps it by agreement
• An insurance claim is submitted
• The transaction is cancelled
• The authentication result decides the outcome
• No-fault treatment for both accounts, or policy enforcement for one or both
• The claim is denied for insufficient evidence or ineligibility

Appeals

An appeal must identify the decision, explain the claimed error, and add new evidence or a specific challenge to how the policy was applied, within the appeal period. Wherever practical a different reviewer decides. We record the original decision, the evidence considered, the policy version, the appeal, the reviewer, the final decision, financial adjustments, and any account actions.

How we weigh evidence

For ordinary internal disputes we use a more-likely-than-not standard. Automated signals help our reviewers, but they are not the sole basis for a serious adverse decision where meaningful human review is appropriate.