How Dispute Resolution Works

After you report a problem, the dispute enters a structured resolution process. Here's exactly what happens at each step.

Last updated About 7 hours ago

The Resolution Process

Step 1: You Report the Problem

You describe the issue, select categories, and upload evidence. The order moves to Dispute Open and the seller is notified.

Step 2: Seller Proposes a Resolution

The seller reviews your complaint and evidence, then proposes one of these outcomes:

Proposal

What it means

Full refund

You get 100% of your money back

Partial refund

You get a portion back (the seller specifies the amount)

No refund

The seller believes the order was fulfilled correctly

Return

You and the seller arrange a return directly between yourselves (see Returns)

The seller has 2 business days to make their first proposal.

Step 3: You Accept or Decline

When the seller proposes a resolution, you can:

  • Accept — the dispute is resolved and the agreed outcome is applied

  • Decline — the seller is notified and can make a new proposal

Step 4: Negotiation

Multiple rounds of proposals are allowed. The seller can adjust their offer based on your feedback, and you can accept or decline each time.

Step 5: Escalation (If Needed)

If you and the seller can't reach an agreement, the dispute escalates to the CardNexus team. This happens in two ways:

  • Automatic escalation — if the seller doesn't respond with any proposal within 2 business days, the dispute auto-escalates

  • Manual escalation — either you or the seller can choose to escalate at any point during the negotiation

Step 6: CardNexus Reviews

When a dispute is escalated, our team:

  1. Reviews all evidence from both sides

  2. Examines the order details, listing information, and communication history

  3. Makes a final, binding decision

The CardNexus team's decision is final. We aim to be fair to both parties, which is why strong evidence (photos, screenshots, tracking data) makes such a difference.

How to Escalate to CardNexus Support

If you want to manually escalate a dispute, here's how:

  1. Go to your Purchases or Sales to find the order in question. The order must already be in Dispute Open status.

  2. Click Contact CardNexus Support

  3. Select an issue to describe what went wrong in detail

  4. Upload evidence — videos and photos are strongly recommended

  5. Submit your request

The dispute status will change to Dispute Under Review and our team takes it from here.

Possible Outcomes

Outcome

What happens to your money

What happens to the items

Full refund

100% refunded to your original payment method

You keep the items

Partial refund

Agreed amount refunded; rest goes to seller

You keep the items

No refund

Seller keeps the full payment

You keep the items

Return with refund

Refund processed after you return the items to the seller. The return itself is organized directly between you and the seller — CardNexus does not yet have a built-in return system.

You ship items back

How Long Does It Take?

Stage

Timeline

Seller's first response

Up to 2 business days

Negotiation rounds

Varies — depends on how quickly both parties respond

Auto-escalation (no seller response)

After 2 business days

CardNexus team review

We aim to resolve escalated disputes as quickly as possible

Business days means weekends are excluded. If you open a dispute on Friday, the seller's 2-business-day window runs through Tuesday.

When Will I Get My Refund?

Once a dispute is resolved in your favor (full or partial refund):

  • The refund is processed back to your original payment method

  • Depending on your bank or card provider, it typically takes 5–10 business days to appear in your account

  • You'll receive a notification when the refund is initiated

Tips for a Smooth Resolution

  • Respond promptly to seller proposals — the faster you engage, the faster the dispute resolves

  • Be clear about what you want — let the seller know what outcome would work for you

  • Keep communication on the platform — this ensures the CardNexus team has full context if the dispute escalates

  • Upload additional evidence if you have it — the more documentation, the better

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