(Seller Disputes & Protection – Seller Guide)

When a buyer opens a dispute on Kingston Express, the outcome is decided through a structured review process, not emotion or speed.
Understanding each step helps sellers respond correctly, avoid mistakes, and protect payouts and ratings — especially for orders Dispatched by Kingston Express.

This guide walks sellers through exactly what happens from start to finish.

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Overview: The Dispute Review Flow #

Every dispute follows this general path:

1️⃣ Dispute opened
2️⃣ Order temporarily reviewed
3️⃣ Evidence collected
4️⃣ Platform assessment
5️⃣ Decision issued
6️⃣ Funds released or refunded

📌 Most disputes resolve without seller loss when handled correctly.

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Step 1️⃣ Dispute Is Opened by the Buyer #

A dispute may be opened for reasons such as:

• Item not received
• Item damaged or missing
• Item not as described
• Refund disagreement

What happens immediately:
✔ Seller is notified
✔ Order enters review status
✔ Payout may be temporarily held

📌 A hold is precautionary — not a penalty.

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Step 2️⃣ Order Status Is Temporarily Frozen #

During review:

• Order details cannot be changed
• Refunds should NOT be issued unless instructed
• Communication stays on-platform

📌 Freezing protects both buyer and seller.

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Step 3️⃣ Responsibility Is Identified #

The review first determines who handled fulfillment:

📦 Dispatched by Kingston Express

• Platform delivery & handling records apply
• Seller responsibility is reduced for delivery issues

🚚 Seller-Managed Delivery

• Seller must provide delivery or packing proof

📌 This step heavily influences outcomes.

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Step 4️⃣ Evidence Is Reviewed #

Evidence may include:

• Delivery confirmation
• Tracking data
• Packing records
• Listing descriptions & images
• Buyer photos (if applicable)
• Message history

📊 Decisions are evidence-based, not opinion-based.

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Step 5️⃣ Seller Input (If Required) #

If seller input is requested:
✔ Respond clearly and factually
✔ Upload only relevant evidence
✔ Follow instructions exactly

❌ Avoid:

• Emotional language
• Over-explaining
• Uploading unrelated files

📌 More evidence ≠ better evidence.

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Step 6️⃣ Platform Review & Assessment #

The platform evaluates:

• Policy compliance
• Evidence accuracy
• Delivery responsibility
• Order timelines

📌 Policies and records guide the decision.

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Step 7️⃣ Decision Is Issued #

Possible outcomes:
✔ Seller protected — funds released
✔ Partial refund issued
✔ Full refund issued

📌 Decisions are documented and traceable.

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Step 8️⃣ Ratings & Metrics Are Updated (If Applicable) #

Depending on outcome:

• Ratings may remain unchanged
• Metrics may be adjusted
• Dispatchment disputes often shield sellers from rating impact

📦 Process compliance protects metrics.

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What Sellers Should Do During the Review #

✔ Stay calm
✔ Monitor notifications
✔ Respond only when requested
✔ Let the process complete

📌 Silence is sometimes the correct response.

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What Sellers Should NEVER Do #

❌ Panic refunds
❌ Off-platform communication
❌ Pressuring the buyer
❌ Submitting false information

⚠️ These actions reduce protection.

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How Dispatched by Kingston Express Changes the Review #

For dispatched orders:

• Delivery records are authoritative
• Packing verification is available
• Seller liability for logistics is reduced

📦 Dispatchment simplifies dispute reviews.

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How Long Reviews Typically Take #

Most disputes resolve within:

• A few days for simple cases
• Longer for complex or international orders

📌 Delays are usually due to evidence review, not seller fault.

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Final Rule (This Protects Sellers) #

👉 Disputes are won by following steps, not by rushing outcomes.

Sellers who understand the review process, respond only when needed, and rely on Dispatched by Kingston Express protect their payouts, ratings, and peace of mind 🛡️📦⚖️