Dispute policy

Last updated Apr 1, 2026

The dispute process exists to keep international marketplace issues structured, fair, and visible. It should give buyers confidence without turning every minor carrier delay into an escalation.

When to open a dispute

• The order has not arrived after the stated delivery window and tracking is not resolving the issue.
• The item arrived damaged or materially different from the listing.
• The seller has not responded within the expected response window.
• The seller and buyer disagree about return eligibility, refund amount, or evidence.

Dispute journey

1. Start from the order: the buyer selects the affected item or seller shipment.
2. Choose issue type: not received, damaged, not as described, return problem, seller unavailable, or other.
3. Contact seller first: the order timeline keeps messages attached to the case.
4. Escalate: Click2Shop reviews evidence, tracking, product listing, seller history, and customs context.
5. Decision: the admin records refund, replacement, return, rejection, or seller action.

Evidence we may request

• Photos of packaging, labels, damage, or the received item.
• Tracking screenshots, carrier emails, customs notices, or delivery proof.
• Product listing screenshots when the dispute concerns description accuracy.
• Return postage receipt or drop-off proof.

International caveats

Customs delays, import fees, and destination-country restrictions can affect international orders. Where the listing and checkout clearly disclosed those risks, they may not be grounds for a full refund by themselves.