Marketplaces & sellingPractical guide · updated for 2026
How to Handle a Marketplace Return or Dispute
Use the marketplace's own return flow and keep every message inside it. Claims, evidence and the response deadline decide the outcome, not who is angriest.
Have this ready
- Order number and receipt
- Photos of the item and packaging
- The seller's messages and your replies
Step by step
- 1Open the return or dispute through the order page within the platform's window.
- 2Photograph the item, packaging and any damage before sending anything back.
- 3Describe the problem in one factual paragraph with dates and what you asked the seller for.
- 4Reply inside the platform's messaging so the evidence stays in one record.
- 5Follow the return shipping instructions exactly, including tracking.
- 6Meet every deadline, because missed deadlines close cases automatically.
- 7If the platform decides against you and you paid by card, ask your issuer to review it.
Want it done with you?
I can walk you through it in a Magic Box, show you the exact clicks, or do it with you and keep the recording. You log in yourself; I never see your password.
Common questions
Who pays return shipping?+
It depends on the reason and the platform's policy. A faulty or misdescribed item is normally the seller's cost.
Can I keep an item and get a refund?+
Usually not, unless the seller agrees. Most processes require the item back or proof of disposal.
What if the seller stops replying?+
Escalate to the platform before the deadline rather than waiting. Silence is not agreement.