Dispute Management

If an order doesn't arrive as expected, Dispute Management gives you a clear, step by step way to resolve it. This article explains how the process works, what to do at each stage, and what to expect as a buyer.

When to open a dispute

Open a dispute when an order has a real problem that you and the other party can't resolve through normal messaging, for example:

The item never arrived
The item arrived damaged, dead on arrival, or not as described
The wrong item was sent
A quantity or quality issue you can't agree on

For simple questions (shipping timing, care advice, a quick clarification), just message the seller normally on our platform. A dispute is for issues that need a structured resolution.

How it works:

Every dispute follows the same path. You can always see which step you're on.

Step 1: Connect directly

Before escalating a dispute, most problems are a quick conversation. Open an conversation directly from your order's messages and work it out with the seller, whether that's a reshipment, a seller credit or partial refund, or another fair outcome.

Step 2: Bring in ReefnBid

If you can't reach an agreement, a ReefnBid team member steps in to mediate.

Direct chat between buyer and seller is paused.
Each side shares their account privately with our team in a separate thread.
We review both sides and propose a resolution.
Both parties confirm before anything is finalized.

Step 3: Bank protection as a last resort

For the rare case that can't be resolved on the platform, your card's standard chargeback protection still applies. Please use Steps 1 and 2 first (see Important: chargebacks below).

How to open a dispute

Go to your order in Account → Orders.
Open the order's messages.
Select Open an issue (the escalate option below the message box).
Describe the problem and what outcome you're looking for.
All evidence must come from ReefnBid Messenger or email. Seller is prohibited from providing customer support over text messages.

Once opened, a private mediation thread is created and the ReefnBid team is notified.

What happens next

You'll see messages, proposed resolutions, and decisions update in real time, no refreshing needed.
If ReefnBid proposes a resolution (for example, a partial refund), you'll see Agree and Decline buttons. The dispute resolves when both sides agree.
When the dispute closes, a summary appears at the top of the related chats so there's a clear record of the outcome.

Tips

Add photos or details early. The more context, the faster we can mediate.
You can't open a second dispute on the same order. Continue in the existing one.

Important: misuse of chargebacks and account standing

Dispute Management exists to protect both buyers and sellers and to resolve issues fairly. Please use it. Filing a chargeback with your bank to bypass the steps above, before giving the process a chance to work, undermines the protection it offers everyone. If you have a problem with an order, open an issue first and we'll make it right. Misuse of chargeback without going through Dispute Management can result in account suspension.

Frequently asked questions

How long does a dispute take?

Most are resolved quickly once both sides respond. Mediation timing depends on how fast each party shares their side, so respond promptly to keep things moving.

Can I talk to the seller (or buyer) directly during mediation?

Not while ReefnBid is mediating. Direct chat is paused, and each side shares their account privately with our team. This keeps the process neutral and fair.

What outcomes are possible?

Common outcomes include a full or partial refund, a reshipment, or the order standing as is. It all depends as each scenario is unique.

Will I be notified when something changes?

Yes. Messages, proposals, and decisions appear in real time, and the dispute's status is always visible.

I already filed a chargeback with my bank. What now?

Reach out to us as soon as possible. Resolving the issue through ReefnBid is faster and protects your account standing.