How to open and resolve disputes

When to open a dispute

You have 24 hours from delivery to open a dispute for any of these reasons:

• Not received — parcel never arrived (verifiable by carrier).
• Item not as described — piece is different from listing.
• Damaged in transit.
• Counterfeit suspicion.
• Other.

After 24h escrow releases automatically and you can no longer dispute (except "not received").

How to open

1. Go to My orders.
2. On the order, click "Open dispute".
3. Pick type + describe (min 20 chars).
4. Important: except for "not received", you need the unboxing video.

What happens next

• Order goes to IN_DISPUTE, escrow blocked.
• A GSG moderator picks it up (usually <24h).
• Both parties can chat with extra evidence. No phones, emails, IBAN or external links allowed — AI blocks messages containing those.
• Moderator decides: buyer favor (full refund), seller favor (release), or partial.

Withdrawing a dispute

You can withdraw any time. When you do, funds do NOT release instantly — we apply a 5-day cooldown.

False disputes

Repeated baseless disputes lead to temporary account suspension.