A seller's guide to the dispute process

A buyer might file a dispute if an item hasn't turned up, isn't what the listing described, or has stopped working properly soon after purchase. Sometimes it's a straightforward mix-up, like the wrong size or colour. Other times it's more serious, like damage that wasn't mentioned or an item that never arrives at all. We always ask buyers to try and sort things out with the seller directly first, so if you're seeing a dispute report, it usually means that conversation didn't resolve things, or didn't happen at all.

Once a buyer files a report we send an automated email to let the seller know. Our Disputes team then reviews your dispute report. They'll usually get in touch with you by email to hear your side and ask a few questions about the trade.

Here's what helps at this stage:

• Reply promptly. The faster both sides respond, the faster we can help resolve things.
• Be factual and specific about what happened.
• Keep any relevant photos, messages, or tracking information handy. It makes the process quicker for everyone.

If the buyer paid with Ping or Afterpay and their claim meets our Buyer Protection criteria, we may refund them directly. If that happens, the refund is usually debited from your Ping balance or Afterpay account. It's part of what makes Ping and Afterpay a safer way to trade for both buyers and sellers. 

Feedback is a normal part of a trade, even a difficult one, and it's fine for a buyer to leave honest feedback about their experience while a dispute is being worked through. If things get resolved and the situation changes, feedback can be edited once, so it's worth checking in on this after the dispute wraps up.