Support & disputes

How to reach support

The first step is always direct contact with the vendor through a PGP-encrypted message. The vendor sees it and responds, or does not. If there is no reply within a day or two, or the reply does not resolve the issue, the buyer opens a ticket with the market's support desk. The queue runs around the clock, though response times cluster during European business hours.

What to include in a dispute

Evidence beats narrative every time. A well-built dispute packet contains a few concrete items: photos of the parcel as received, the tracking number and the carrier's status, a link to the exact listing at the time of purchase, timestamps of every message with the vendor, and a short factual summary written in the past tense without adjectives. "Item listed as ten grams. Received eight point two. Vendor notified, no reply." That is a dispute. "I think they cheated me" is a complaint.

Response times and outcomes

In genuine cases, where the evidence supports the buyer, the resolution lands within a few business days. The most common outcome is a partial refund covering a shortfall in weight or quality. Full refunds happen when the item never arrives, the carrier confirms it lost, or the vendor admits fault in writing. The market mediates on the evidence, so keep your photos and the original listing screenshot handy.

When support will not help

Three situations close a case against the buyer regardless of how loudly it is worded. You confirmed the wrong item in a pre-purchase exchange and accepted the correction. The carrier lost the parcel and the insurance covers only a different shipping method. Or the vendor shipped on time and within the stated tolerance, and the complaint is that the product "does not feel right." Support rules on what the listing promised and what arrived, not on subjective expectation.