When to raise a dispute
Raise a dispute when a marketplace transaction has a serious problem that the seller has not resolved directly:
- Goods were not delivered and the seller is unresponsive
- Goods arrived significantly different from what was listed
- Goods arrived seriously damaged
- Wrong items were sent and the seller refuses to rectify
Do not raise a dispute for minor issues that can be resolved directly with the seller. Always contact the seller first and give them a reasonable opportunity to fix the problem.
How to raise a dispute
- Go to Marketplace → My orders (buyer) or Orders (seller)
- Open the relevant order
- Click Raise dispute
- Select the dispute reason from the list
- Describe the problem clearly and factually
- Upload supporting evidence — photos of damaged goods, delivery proof, screenshots of communications
- Click Submit dispute
What happens after you raise a dispute
Escrow is frozen — payment cannot be released to the seller while the dispute is active. AADOPS reviews the dispute and the evidence submitted by both parties. The review process typically takes 3 to 5 business days.
Dispute outcomes
AADOPS can resolve a dispute in three ways: full refund to the buyer, full release to the seller, or a split resolution if partial fault is found on both sides.
Tip: Evidence wins disputes. Photographs of what you received, screenshots of the listing at the time of purchase, and any communications with the seller are all valuable. Submit everything relevant when you raise the dispute — you cannot add evidence after submission.