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Home›Dispute Resolution
⚖️ Buyer Protection

Dispute Resolution — We've Got Your Back

If something goes wrong with your order, don't worry. TradeInSafe trade specialists mediate disputes fairly — with your funds frozen in escrow until resolved.

< 2d
First Response
< 14d
Full Resolution
100%
Escrow Frozen
98%
Buyer Satisfaction

Valid Grounds for a Dispute

Any of these situations qualifies you to open a formal dispute.

📦

Goods Not Received

Order shows delivered but you haven't received anything, or shipment is confirmed lost in transit.

⚠️

Not as Described

Goods received are materially different from the product listing — wrong specs, model, grade, or material.

💔

Damaged Goods

Items arrived damaged due to inadequate packaging or mishandling during shipping.

📏

Wrong Quantity

You received significantly fewer items than ordered, and the shortage wasn't disclosed before shipment.

🕐

Significantly Delayed

The order is far outside the agreed delivery window and the supplier cannot provide a legitimate reason.

🏷️

Counterfeit / Fake

Products are inauthentic, counterfeit, or fail to meet stated certifications (organic, GMP, CE, etc.).

The Dispute Process

A transparent, structured process protects both parties and ensures fair outcomes.

Step01💬

Contact the Supplier First

Most issues resolve directly. Use the order chat to explain the problem with photos and evidence. Give the supplier 48 hours to respond before escalating.

ℹ️ Required step before opening a formal dispute.
Step02🚨

Open a Dispute

From your Orders dashboard, click "Open Dispute" before confirming delivery. Select the dispute category, describe the issue, and upload supporting evidence (photos, videos, docs).

ℹ️ Must be opened before confirming delivery or within 7 days of delivery date.
Step03🔒

Escrow Is Frozen

Immediately upon dispute creation, escrow funds are frozen. The supplier cannot receive payment while the dispute is active.

ℹ️ Funds remain frozen until resolution or withdrawal.
Step04⚖️

TradeInSafe Mediates

Our trade specialists review all evidence submitted by both parties. We may request additional documentation, photos, or third-party inspection reports.

ℹ️ Initial response within 2 business days. Resolution within 14 business days.
Step05✅

Resolution & Outcome

We issue a binding resolution: full refund, partial refund, replacement shipment, or payment release to the supplier. Both parties receive written reasoning.

ℹ️ Resolution is binding. Appeals available within 5 business days.

Possible Outcomes

Our specialists choose the most appropriate remedy based on evidence.

💰

Full Refund

All escrowed funds returned to buyer. Used for severe non-delivery or counterfeit cases.

📊

Partial Refund

Proportionate refund based on the extent of the problem (e.g., 20% short quantity = 20% refund).

🔄

Replacement Shipment

Supplier sends correct or replacement goods at their cost within an agreed timeframe.

🏭

Supplier Pays

For clear supplier fault, supplier funds the resolution — buyer incurs no cost.

How to Build a Strong Dispute Case

Better evidence leads to faster, fairer outcomes.

1

Take photos and videos of goods immediately upon receipt — before full unpacking.

2

Keep all original packaging until you've confirmed order satisfactory.

3

Document the issue in writing via the order chat before calling or messaging off-platform.

4

Upload inspection certificates or third-party lab reports if you have them.

5

Be specific: "Item A is 2mm shorter than spec" is stronger than "quality is bad".

Got a problem with an order?

Log in and open a dispute from your Orders dashboard. Our team will respond within 2 business days.

Go to My Orders →

Need help before placing an order?

Read our full buyer protection guide or chat with a trade specialist before you commit.

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