Dispute and refund policy

What this covers

This policy explains how a dispute over an order is opened, decided, and paid out. It applies once an order is complete — for canceling an order before then, see Change or cancel an order.

Opening a dispute

A buyer can open a dispute from a completed order for one of a fixed set of reasons: the order never arrived, the two sides never agreed on a time, the order was never made ready, the items were spoiled or otherwise bad, or something else. A dispute can include up to 3 photos as evidence.

The window to open one

A dispute should be opened within 3 days of the order's scheduled pickup or delivery. Evidence — especially photos of spoiled or damaged goods — is strongest when it's fresh, and that window keeps a dispute close enough to the handoff that both sides still remember the specifics.

What happens once a dispute is open

Opening a dispute freezes the seller's payout for that order until it's resolved. Filing a dispute doesn't refund an order by itself — it holds the outcome open for review.

Who decides

We review the order, the listing as published (see Listing accuracy), and any evidence submitted, and decide the outcome. A dispute resolved in the buyer's favor refunds the order; one resolved in the seller's favor releases their payout as normal.

Changes to this policy

This policy may be updated as the marketplace changes. The date at the top is when it was last revised.