If you have difficulties opening a dispute, please check the below possible reasons:
For product does not match the description
1. Order is shipped within 10 days when the shipping status may not be updated yet. If the tracking information still seems abnormal after 10 days, you may open a dispute.
2. The parcel is in transit with normal logistics update, and still in delivery time of the order. Please kindly wait until the guaranteed delivery time is end. There is 15 days protection time for you to open dispute after delivery time is out.
3. Seller have sent out goods after reject your application of cancelling order, please be patient to wait for delivery of the package. If you do not want the goods, you can reject the goods when it is delivered; or return goods back for refund by opening a dispute after the receipt. Back to category
For product does not match the description:
1. The Buyer Protection period may be over.
You can open a dispute on the 11th day after seller has sent out your order and within 15 days of the order’s completion. If the Buyer Protection period is over, please contact seller, negotiate with seller to reach an agreement.
2. There are errors in the dispute form.
The dispute form only supports no more than 500 non-Chinese characters. Please remove Chinese characters and punctuation in the form.
3. Did not upload evidence.
For disputes with reason of quality issue/not as described/damaged, evidence is needed while opening dispute. Please upload one to three photos or one video as evidence.
4. The form includes an unsupported file type.
Supported file types that can be added in the dispute form include: .jpg, .jpeg, .bmp, .gif, and .png. Each document should be less than 2MB. Please note that word documents, excel sheets and other file types are not supported.
If you have already added an attachment but still receive a “Please add attachments” notification, please compress the picture and upload it again.
Please click ‘When can I open dispute?‘ to know detail order status which is available for you to open dispute.
For method of opening dispute, please refer to ‘How do I open dispute?‘
For dispute process after dispute is opened successfully, please refer to ‘What’s the dispute process after I have opened a dispute?‘