Use the dispute system to report order problems and keep your payment protected while it’s resolved.
When this applies
Item/service is not as described, defective, or incomplete.
Late delivery or no delivery.
Wrong specifications/quantity.
For accounts: access/ownership not fully transferred.
How to report an issue
Start in the order chat. Explain what’s wrong and what fix you want.
Open a dispute from the order page (shown as a Report an issue / Start Dispute button).
Describe the problem clearly and add evidence (screenshots, timestamps, order details).
Use the dispute chat to work toward a concrete outcome (delivery fix, replacement, partial refund, or full refund).
What happens after you open a dispute
Your payment is held safely by igitems until the dispute is resolved.
You and the seller first try to resolve it directly in the dispute chat.
If it’s still not resolved after about 24 hours, you can escalate it to igitems for mediation.
Disputes may also auto-escalate (for example, if the seller doesn’t attend within 24 hours or if there are no updates for ~3 days).
Contact us: If you have questions or if something wasn’t clear, you can contact our support team. We are available on LiveChat 24-7!
Key points
Open the dispute as soon as you notice a problem.
You may be unable to open a dispute in the first 15 minutes after placing an order.
Do not confirm delivery until you received the exact product/service in full.
Keep all communication on igitems; off-platform chats may not be considered in disputes.
The dispute option may become unavailable after delivery is confirmed (varies by seller/trust level). Sellers should still assist you in the order chat.
Opening a dispute is not “bad” by itself; it’s the normal way to protect both parties and document issues.
Do / Don’t
Do: keep facts chronological, provide focused evidence, propose a clear resolution, and close the dispute once resolved.
Don’t: confirm delivery early, move the conversation off-platform, spam/harass, or file false claims.