Disputes on igitems are the official system for buyers to seek resolutions from sellers if they encounter any issues with their purchases. When a dispute is opened:
The transaction funds are put on hold until the issue is resolved.
The dispute primarily involves the buyer and seller directly, but it can be escalated to IGITEMS for further mediation.
The main goal is to resolve the buyer's issue, or if that's not possible, to find a compromise. Sellers are expected to actively seek solutions.
For a detailed guide on how to manage these cases, check How to Handle Disputes
Why Buyers Open Disputes
Buyers may initiate disputes due to:
Item Quality: The item is not as described or is defective.
Delivery Issues: The item was not delivered within the agreed timeframe.
Specification Discrepancies: There are differences in the item’s specifications or quantity.
Personal Reasons: Other valid personal reasons, where the solution depends on the specific circumstances.
Escalation Process
Self-Resolution Timeframe: If no solution is found within 24 hours, either party may escalate the dispute to IGITEMS, where our team will step in to mediate.
Automatic Escalation: Disputes automatically escalate if there are no updates for three days or if a Chargeback is initiated by the buyer’s bank. Our response time is generally within a few hours, though it may be slower during EU nighttime.
Consequences of Disputes
Resolved by Seller: If the seller solves the issue, the dispute is closed, and the order is approved for payout.
Failure to Assist: If the seller refuses assistance or fails to address the issue, consequences include a negative review, a $1 + 1% dispute fee, and usually a refund.
Compromise Reached: If a compromise is agreed upon, there are no preset consequences. The agreed terms apply, generally involving no fees or negative reviews but may include a refund or an alternative resolution.
Seller Expectations
Sellers are expected to cooperate fully in resolving disputes and to help igitems find solutions that are fair to all parties involved. This approach ensures that both buyers and sellers have a positive experience on our platform, maintaining trust and integrity within the igitems community.
Dispute Rating: Depending on your professionalism during the dispute you receive a Dispute Rating that is then combined with your received from orders to create your Community Rating.