Use this process when you need a refund or a fix for an order. The safest first step is opening a dispute so your payment stays frozen while the issue is handled.
When this applies
You didn’t receive the product/service.
The delivery is incorrect, incomplete, or defective.
You need igitems to mediate because you and the seller can’t agree.
How to request a refund (steps)
Do not confirm delivery until you have the exact product/service in full.
Message the seller in the order chat. Explain what is wrong and what solution you want.
Open a dispute from the order page to freeze the funds. Add clear details and attach evidence.
Try to resolve it in the dispute chat with the seller (full delivery, fix/replacement, partial refund, or full refund).
If it’s not resolved, escalate after 24 hours. igitems will review the case and mediate.
Key points
Disputes can’t be opened within 15 minutes of placing an order.
Refund eligibility depends on delivery status: undelivered orders are eligible for a full refund.
After an order is delivered, confirmed, and paid out, the refund feature becomes unavailable.
For incorrect/defective delivery, refunds can be full or partial (depending on what is agreed or decided).
For defective products with no resolution, you’re entitled to a full refund after returning the item.
Returning a product is only possible if the seller agrees. The seller may keep up to 50% unless the product was falsely advertised or otherwise defective.
Refunds for completed services are only possible if the seller made an error during delivery.
If an order is refunded, the same percentage of the service fee is automatically refunded as well.
Under the igitems Guarantee, you have at least 72 hours from “Delivered” to submit a dispute.
If igitems requests information and you don’t respond within 7 days, the guarantee claim may be forfeited due to lack of evidence.
Keep all communication on igitems. Communications outside the platform are not acknowledged.
Do / Don’t
Do: open a dispute as soon as you notice an issue, keep your timeline clear, and provide evidence quickly.
Don’t: confirm delivery early, move the conversation off-platform, or start a chargeback instead of using disputes.