When to open a dispute
- You did not receive the piece within the expected timeframe.
- The piece does not match the listing (condition, weight, certification).
- The piece arrives damaged.
- You suspect the piece is counterfeit.
- Other reasons backed by evidence.
Deadline
5 days from the delivery date registered by the carrier. After that, the escrow is automatically released to the seller.
Required evidence
Option A · Direct shipping
Seller's packaging video + buyer's opening video, both without cuts. Additional photos are recommended.
Option B · GSG custody
Verification report issued by the HQ team + buyer's opening video. The report counts as expert evidence.
Response window
Each party (buyer and seller) has 72 hours to present their case and evidence. If a party does not respond in time, the dispute is resolved in favour of the other.
Resolution
Release to seller
The claim is rejected; payment is released and the seller's reputation is restored.
Full refund
The buyer returns the piece (when applicable) and gets a full refund.
Partial refund
A discount is agreed on the price (minor damage, partial mismatch with the listing).
Reshipment
The seller ships a correct piece or replaces the damaged one when equivalent stock is available.