Dispute Resolution Policy

When to Open a Dispute

Open a dispute when you cannot resolve an order problem directly with the vendor through the order messaging thread. Common reasons include:

• Item not received despite being marked as delivered.
• Item significantly not as described in the listing.
• Item arrived damaged.
• Vendor is unresponsive after payment was confirmed.
• A return was approved but the refund has not been issued.

Dispute Window

Disputes must be opened within 14 days of the order being marked as delivered, or within 14 days of the expected delivery date if the item was never received. Disputes cannot be opened for orders that are more than 30 days old.

How the Process Works

1. You open the dispute on the order detail page and describe the problem.
2. The vendor responds within 3 business days with their position and any evidence.
3. Kooptog reviews the case if both parties cannot reach an agreement. Our moderation team may request additional information from either party.
4. A decision is issued within 5–7 business days of the case being escalated to moderation. Decisions may include a full refund, partial refund, or rejection of the dispute claim.

Evidence Guidelines

Strong disputes include clear evidence. Helpful evidence includes:

• Photographs of the item received (especially for damage or incorrect item claims).
• Screenshots of communication with the vendor.
• Tracking information showing non-delivery.
• A comparison between the listing description and the item received.

Outcomes

Depending on the evidence and the nature of the dispute, Kooptog may:

• Issue a full or partial refund to the buyer.
• Rule in favour of the vendor and close the dispute.
• Request that the vendor resend the correct item.
• Escalate repeated disputes to vendor account review.

All decisions made by the Kooptog moderation team are final.

Abuse of the Dispute System

Misuse of the dispute system—including filing disputes in bad faith, providing false evidence, or repeatedly disputing orders after receiving goods—may result in account suspension.