Dispute Resolution
At MarketFlow, we strive to ensure every transaction is smooth and satisfactory. However, if you encounter issues with an order, we have a structured Dispute Resolution process to help you and the seller reach a fair outcome. This page outlines when, how, and why disputes are handled.
When to Open a Dispute
You can open a dispute if you fall into one of the following categories:
- Item Not Received: You haven't received your item within the estimated delivery window, or the seller failed to ship.
- Item Not as Described (INAD): The item received is significantly different from the listing description, damaged, counterfeit, or missing key components.
- Return Issue: You requested a return, the seller agreed, but you haven't received your refund after sending the item back.
- Unauthorized Transaction: You suspect your account was compromised and a purchase was made without your permission.
⚠️ Important: Timeline for Disputes
You must open a dispute within 30 days of the order's estimated delivery date or the expected arrival date. After this window, we may not be able to assist with a full refund.
The Dispute Resolution Process
MarketFlow follows a tiered approach to resolve disputes efficiently. Here is what to expect:
Open a Dispute
Go to your Order Details page and click "Report a Problem." Select the reason and provide photos or evidence if applicable.
Negotiation Period
Once opened, you and the seller have 7 days to communicate via the Secure Messaging system to reach a mutual agreement (refund, replacement, or partial refund).
Escalation
If no agreement is reached within 7 days, you can escalate the dispute to MarketFlow Support. We will review the evidence and make a binding decision.
Resolution
We will notify both parties of the outcome. Refunds are typically processed within 3–5 business days. If a return is required, we'll provide a return label.
Possible Outcomes
After reviewing a dispute, MarketFlow may determine one of the following:
| Outcome | Description | Conditions |
|---|---|---|
| Full Refund | Buyer receives 100% of payment back. | Item not received, severe INAD, or seller non-responsive. |
| Partial Refund | Buyer keeps item but receives a portion of payment. | Minor defects or description mismatches where buyer accepts item. |
| Replacement | Seller ships a correct item; buyer refunds original. | Buyer requests replacement and seller agrees. |
| Dispute Closed | No funds are returned. | Insufficient evidence, buyer refused reasonable offer, or outside policy. |
Prohibited Conduct
To maintain a fair marketplace, the following actions are strictly prohibited and may result in account suspension:
- Buyer Side: Opening disputes after keeping the item for an extended period, threatening sellers, or attempting to move transactions off-platform to avoid fees during disputes.
- Seller Side: Refusing valid disputes, providing false tracking, or communicating outside of MarketFlow's Secure Messaging system.
🚫 Off-Platform Transactions
Disputes can only be resolved for transactions that occurred entirely within MarketFlow. If you paid the seller via Venmo, PayPal Friends & Family, or bank transfer, we cannot intervene.
Frequently Asked Questions
Yes. If you and the seller reach an agreement, you can close the dispute from your Order Details page. Ensure the seller also confirms the resolution to avoid reopening.
Provide clear photos of the item, screenshots of the listing description highlighting discrepancies, shipping labels, and any relevant message threads. For "Not Received" cases, tracking screenshots are helpful.
In most cases, if the item is defective or not as described, the seller covers return shipping. If the return is due to a buyer's change of mind, the buyer is responsible. MarketFlow will specify this during the resolution.
Our Support team typically reviews escalated disputes within 48 hours. Complex cases involving high-value items may take up to 5 business days.
Need more help with a specific dispute?