Order Disputes

Overview

A dispute is how you tell Sellwild that something has gone wrong with an order you have paid for -- the item never shipped, it arrived damaged, or it isn't what the listing described.

Filing one pauses the order. The seller cannot ship it any further, the payment is not released to them, and the Sellwild team is notified so we can help sort it out.

Message the Seller First

Most problems are solved faster by asking the seller directly. Open the chat on the order or the listing and explain what happened -- sellers can send a replacement, arrange a return, or cancel before anything else needs to happen.

If the seller doesn't reply, or you can't agree on a fix, open a dispute.

Opening a Dispute

1. Go to Account -> Purchases
2. Open the order you want to dispute
3. Press Dispute Order at the bottom of the order

The button sits with the other order actions, under the pricing and tracking details.

Writing Your Reason

The dispute form asks what went wrong. Everything you type here is sent to the seller and to the Sellwild team, so include the details that will settle it:

• What you expected, and what actually arrived
• The date it arrived, or the date it was supposed to
• Anything you have already tried with the seller

Keep photos of damaged or misrepresented items -- our team will usually ask for them by email.

Press Submit Dispute to file it. Press Nevermind if you would rather keep working with the seller.

What Happens Next

As soon as the dispute is filed:

• The order status becomes Purchase Disputed, and the order moves to the Previous tab on your Purchases page
• The order is frozen -- no further shipping steps, and the payment is not released to the seller
• You, the seller, and the Sellwild team each get an email containing your reason

Our team follows up by email from support@sellwild.com. Reply to that thread with any photos or extra detail; that is where the resolution is agreed.

When You Can Dispute

Disputes are for orders that are already under way:

• Before the seller accepts -- there is nothing to dispute yet. The same button reads Cancel Order instead, and cancelling refunds you automatically.
• After the seller accepts, while the item is on its way -- Dispute Order is available.
• Once you mark the item delivered -- the order completes and the payment is released, so dispute before you confirm delivery if anything looks wrong.

If an order has already completed and you still need help, email support@sellwild.com.