How do I open a Trade Assurance dispute?
Defective, missing or wrong-item parcel? Trade Assurance opens a fast-track dispute. Here's how.
Step-by-step
- Open Dashboard → Orders
- Click the affected order, then "Open Trade Assurance dispute"
- Choose a reason (defective, wrong item, missing, damaged, non-conformance)
- Upload photos / video of the issue (the more evidence the faster we resolve)
- Submit — you'll get an acknowledgement within 2 business hours
Timeline
| Stage | SLA |
|---|---|
| Acknowledgement | 2 business hours |
| Initial decision | 2 business days |
| Resolution (refund / replacement) | 5 business days for most cases |
| Complex (cross-border mediation) | 5–10 business days |
Time window
Open the dispute within 14 days of delivery for most issues, or 7 days for "missing parcel" reports.What's covered
- Defective or damaged goods
- Wrong item shipped
- Late delivery (> 7 days past promised date)
- Lost in transit
- Specs don't match the listing
Learn more on the Trade Assurance page.