Marketplace payments
Raising an issue or dispute
Raise an issue before release. Release is paused while it is considered. A dispute, a complaint and a chargeback are three different things.
- Updated
- Reading time
- 1 min read
Open an issue from the order page. Say what happened, what you want to happen, and attach evidence such as photos, messages and completion notes. Release of the Protected Payment is paused.
What happens next
- The parties are asked to resolve it directly for a short period.
- We help the parties reach agreement and may ask for more evidence.
- A settlement is proposed to both parties.
- If no settlement is reached and your order terms allow it, an authorised person makes a decision and gives reasons.
Outcomes can include full or partial release to the provider, full or partial refund to the buyer, redoing the work or cancellation. Software may help organise a case but does not decide money.
This process does not replace your legal rights, the courts or your rights against your card issuer. See the Marketplace Dispute Resolution Policy.