What Is a Dispute? #

A dispute is a formal request for review when a buyer believes an order was not handled correctly.

📌 It is not a punishment.

When a Dispute Can Be Opened #

Buyers can open disputes after:

• Delivery issues
• Missing or damaged items
• Refund disagreements

📦 Disputes follow defined timelines.

What Happens Immediately After a Dispute Is Opened #

When a dispute opens:
✔ Seller is notified
✔ Order status is frozen
✔ Funds may be temporarily held
✔ Evidence review begins

📌 This is normal and reversible.

What Sellers Should Do First #

1️⃣ Read the dispute reason carefully
2️⃣ Identify order type (dispatchment vs seller-managed)
3️⃣ Gather relevant evidence
4️⃣ Respond calmly if required

📌 Do not refund unless instructed.

What Sellers Should NOT Do #

❌ Panic refund
❌ Argue with buyer
❌ Move conversation off-platform
❌ Submit false information

⚠️ These actions reduce protection.

How Disputes Are Decided #

Decisions are based on:

• Order records
• Delivery confirmation
• Listing accuracy
• Communication logs

📊 Not opinions or emotions.

Why Dispatchment Changes Everything #

For Dispatched by Kingston Express orders:

• Platform delivery data is authoritative
• Sellers are shielded from courier disputes
• Evidence is stronger

📦 Dispatchment = dispute protection.

Final Rule (For All Sellers) #

👉 A dispute is a process — not a verdict.

Sellers who follow instructions, stay professional, and rely on Dispatched by Kingston Express resolve disputes faster and protect both payouts and ratings 🛡️📦