1. Who can open a dispute and when
The buyer on the order may open a dispute after delivery is recorded and before the 48-hour inspection window closes.
Our servers reject a dispute where the order is unpaid, undelivered, already accepted, already refunded, cancelled, past the deadline, or already has an open dispute. The deadline is evaluated against server time.
A dispute cannot be opened after you accept the item. Acceptance is final.
2. What the buyer must submit
A reason and a written description of the problem, plus photographs. Where the security tag is still attached, include a photograph showing it attached to the item.
3. Shipment and item records
Reluxit reviews the shipment and item records on the order, including the security tag number, carrier and tracking. For legacy marketplace orders, the seller is notified and may upload evidence. A decision may be made on the evidence available.
4. Automatic holds
Opening a dispute stops automatic completion of the order and holds the payee proceeds. Payout release is independently blocked while a live dispute or refund exists on the order.
5. Review and outcomes
A Reluxit administrator reviews the listing, order record, evidence from both sides and the conversation. Typical review begins within two business days.
Possible outcomes: full refund to the buyer, partial refund, return required before refund, or the dispute is denied and the proceeds are released to the payee.
Decisions are made on the balance of the evidence. Complete, timely, well-documented evidence is the single biggest factor.
6. Finality and escalation
A Reluxit decision closes the dispute on the platform. It does not limit either party's rights under law or a buyer's rights with their card issuer.
Abuse of the dispute process — false claims, fabricated evidence or repeated bad-faith disputes — may lead to account suspension.