Fair outcomes. Fast decisions.
If something goes wrong with an order, our neutral resolution team helps buyers and suppliers reach a fair outcome â typically within 7 business days.
How Dispute Resolution Works
Four straightforward steps from opening a case to a final decision.
Submit a Claim
Provide order details, photos, and any relevant messages or contracts.
Direct Negotiation
A 3-day window for both parties to negotiate directly with a moderator present.
Mediation Review
Certified mediators review all evidence and propose a fair resolution.
Final Decision
If unresolved, our arbitration team issues a binding decision within 7 days.
Common Dispute Types We Handle
Non-Delivery
Order not received within the agreed timeframe.
Quality Issues
Products significantly differ from the description or samples.
Payment Disputes
Unauthorized charges, overpayment, or escrow release conflicts.
Contract Breach
Failure to meet MOQ, deadlines, or agreed specifications.
Shipping Damage
Goods damaged in transit or incorrect items received.
IP Violations
Trademark, copyright, or design infringement claims.
Need to open a case?
Have your order number and evidence ready â the process takes about 5 minutes.
Open a Dispute Now