Effective dispute management on igitems ensures that your shopping experience is secure and satisfactory.
Make sure to open a dispute as soon as you notice an issue. The option becomes unavailable sometime after the delivery is confirmed, depending on the sellers trust level.
Sellers are expected to assist you outside of disputes as well, don't hesitate to contact them for assistance in the order chat!
For a quick guide about how to effectively resolve issues, check our Handling Disputes article.
What is a Dispute?
A dispute allows you to formally address issues with an order, such as discrepancies in item description, delivery delays, or incorrect specifications.
How to Open a Dispute
Initiating a Dispute: You can report issues directly from the order page of the relevant order.
Provide Details: Clearly explain the problem and provide supporting evidence, such as photos or screenshots of communications.
Communication During Disputes
Communicate with the seller through a dedicated dispute chat within the order. This ensures all communications are documented and centralized. If unsure about your purchase or how to proceed, opening a dispute can provide necessary guidance.
Escalation of Disputes
If you and the seller cannot resolve the dispute within the initial discussion period, typically 24 hours, you can escalate the dispute to igitems staff for mediation.
Possible Outcomes of Escalated Disputes
Seller Resolution: If the seller addresses the issue effectively, remember to close the dispute promptly.
Compromise: Both parties may agree to a compromise that partially resolves the issue.
Buyer's Favor: If the dispute is resolved in your favor, options include a full refund, partial refund, or another mutually agreed upon resolution.
Seller's Favor: If resolved in favor of the seller, the order will be continued as initially intended or approved if the delivery was complete.
Consequences of Disputes
Opening a dispute is not negative but a part of ensuring a fair transaction. It's important to engage constructively and close the dispute once the issue is resolved to maintain a good relationship with the marketplace.