Dispute Process

Resolve Order Issues Fairly and Securely

We want every purchase on Car Parts Marketplace to be accurate, reliable, and protected. If the part you received is incorrect, damaged, defective, incomplete, or different from its listing, you can submit a dispute for review.

Our dispute process allows you to explain the issue, provide supporting evidence, track the review, and receive a fair resolution. Buyers can raise a dispute directly from the relevant order’s detail page.

Confirm Your Order

Before opening a dispute, make sure the order has been delivered and that you have confirmed receiving it.
Carefully inspect the part, packaging, product label, part number, quantity, condition, and vehicle compatibility before installing or using it.
Open the Order Details

Go to My Orders, locate the affected order, and select View Details.
When the order is eligible, the Raise Dispute button will appear on the order detail page. Only the buyer who placed the order can submit a dispute for it.
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Explain the Problem
Select the reason that best describes the issue and provide a clear explanation of what went wrong.
Disputes may be submitted for issues such as:
- Wrong part or incompatible part received
- Damaged or defective product
- Product significantly different from its description
- Missing items, components, or quantities
- Incorrect model, year, SKU, or part number
- Product quality concerns
- Another issue related to the order
Include important details such as the vehicle make, model, year, ordered part number, received part number, and the difference between the listing and the item received.
The dispute form includes a required reason, a buyer message, and an evidence-upload section.
04
Upload Supporting Evidence
Strong evidence helps the marketplace team understand the issue and reach a fair decision.
You may upload:
- Photos of the received part
- Photos of the packaging and shipping label
- Photos showing damage or defects
- Images of product labels, SKUs, or part numbers
- Videos demonstrating a fault or quality issue
- Receipts, invoices, inspection reports, or other relevant documents
Accepted file formats are PNG, JPG, MP4, and PDF. You may upload up to 5 files, with a maximum size of 10 MB per file.
Do not upload complete card numbers, bank details, passwords, identification documents, or other unnecessary sensitive information.
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Submit Your Request
Review the information and evidence before selecting Submit Request.
After submission:
- A dispute record is created for the order
- The seller and marketplace administration are notified
- Your complaint and evidence become available for review
- The dispute appears in your Disputed Orders section
- You can track its progress from your buyer account
Only one active dispute may be opened for the same order at a time.
Marketplace Review

The marketplace team reviews the order information, product listing, buyer complaint, uploaded evidence, payment record, and any available seller information.
Additional information may be requested when the submitted evidence is incomplete or unclear. Providing accurate details at the beginning can help avoid unnecessary delays.
While an eligible dispute is being reviewed, the related payment may remain held so it is not automatically released before a decision is made.

Dispute Statuses

You can track your dispute using the following statuses:

Open

Your dispute has been submitted successfully and is waiting for review.

Under Review

The marketplace team is reviewing the order, evidence, and available information.

Resolved

A decision has been made and the approved resolution is being applied.

Closed

The dispute process has been completed and no further action is pending.

The dispute detail page may also display the order summary, complaint information, uploaded proofs, administrative notes, resolution details, and relevant dates.

Possible Resolutions

Depending on the evidence and circumstances, a dispute may result in one of the following outcomes:

Full Refund

The approved amount is refunded to the buyer.

Partial Refund

A portion of the order amount is refunded when the issue affects only part of the product or order.

Replacement

A replacement part may be approved when replacing the item is the most appropriate solution.

No Action

The dispute may be closed without a refund or replacement when the claim is unsupported, the product matches the listing, or the available evidence does not justify further action.

When a dispute is decided in the buyer’s favor, the payment can be refunded. When it is decided in the seller’s favor, the held payment can be released to the seller.

Tips for a Successful Dispute

Provide complete and accurate information. Clearly explain what you ordered, what you received, and why it does not meet the listing or order requirements.

Photograph the product before returning, modifying, installing, or disposing of it. Keep the original packaging, shipping label, invoice, manufacturer label, and part-number information until the dispute is closed.

For compatibility issues, include

Vehicle make
Vehicle model
Vehicle year
Engine or trim information, when relevant
Ordered SKU or part number
Received SKU or part number
Photos showing the mismatch

Avoid vague statements such as “the item is wrong.” A specific explanation supported by clear evidence gives the review team a much stronger basis for resolving the case.

Important Information

Submitting a dispute does not automatically guarantee a refund or replacement. Every dispute is reviewed based on the order details, listing information, submitted evidence, payment status, and marketplace policies.

Do not confirm that you received an order solely to unlock the dispute option when the shipment has not actually arrived. Delivery-related issues should be reported through Support.

Once a dispute is resolved or closed, the outcome and any related refund or payment update can be viewed from the dispute details and payment history sections.