(Seller Disputes & Protection – Seller Guide)

One of the biggest sources of stress during disputes is not knowing what’s happening or how long it will take.
On Kingston Express, disputes follow defined timelines and status stages so sellers know exactly where things stand.

This guide explains:

• Each dispute status
• What sellers should (and shouldn’t) do at each stage
• Typical timelines
• How Dispatched by Kingston Express affects resolution speed

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Why Dispute Timelines Matter #

Understanding timelines helps sellers:
✔ Avoid panic refunds
✔ Respond at the right time
✔ Protect payouts
✔ Reduce unnecessary support tickets

📌 Silence does not mean inaction.

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The Standard Dispute Timeline (Overview) #

Most disputes follow this flow:
1️⃣ Dispute opened
2️⃣ Under review
3️⃣ Evidence requested (if needed)
4️⃣ Assessment in progress
5️⃣ Decision issued
6️⃣ Funds released or refunded

📊 Not all disputes require every step.

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Dispute Statuses Explained (Seller View) #

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🟡 Dispute Opened #

What it means:

• Buyer has formally raised a concern
• Order enters review

What sellers should do:
✔ Read the dispute reason
✔ Identify order type (dispatchment vs seller-managed)

❌ Don’t:

• Issue refunds
• Message buyers emotionally

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🟠 Under Review #

What it means:

• Platform is reviewing order data
• Funds may be temporarily held

What sellers should do:
✔ Wait
✔ Prepare evidence if requested

📌 Many disputes resolve at this stage automatically.

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🔵 Evidence Requested (If Applicable) #

What it means:

• Seller input is required

What sellers should do:
✔ Submit only requested evidence
✔ Meet deadlines

⚠️ Missing deadlines may reduce protection.

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🔵 Assessment in Progress #

What it means:

• Evidence is being evaluated
• No action needed from seller

📌 Avoid sending extra messages.

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🟢 Decision Issued #

What it means:

• Outcome has been determined

Possible results:
✔ Seller protected — funds released
✔ Partial refund
✔ Full refund

📌 Decision details are documented.

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⏱️ Typical Dispute Timelines #

While timelines vary, most disputes resolve within:

• 2–5 business days for simple cases
• Longer for complex or international orders

📦 Dispatchment orders often resolve faster due to verified records.

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What Extends Dispute Timelines #

Common causes of delays:

• Missing or unclear evidence
• Complex delivery routes
• International shipping reviews
• Buyer follow-ups

📌 Delays are procedural, not punitive.

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What Sellers Should NOT Do During Timelines #

❌ Reopen resolved disputes
❌ Pressure buyers
❌ Contact support repeatedly
❌ Issue off-platform refunds

⚠️ These actions can harm protection.

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How Dispatched by Kingston Express Improves Timeline Speed #

Dispatched orders benefit from:

• Centralized delivery data
• Verified packing records
• Faster evidence validation

📦 Less back-and-forth = faster resolution.

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When Sellers Can Appeal #

Appeals are typically allowed:

• If new evidence becomes available
• If procedural errors occurred

📌 Appeals follow separate timelines.

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Final Rule (This Reduces Stress) #

👉 No update does not mean no progress — it means review is ongoing.

Sellers who understand dispute statuses, respect timelines, and rely on Dispatched by Kingston Express stay calm, avoid mistakes, and protect both payouts and ratings 🛡️📦⏱️