Reporting a Problem

Sometimes things don't go as expected — a card arrives damaged, the condition doesn't match the listing, or a package never shows up. CardNexus has a structured

Last updated 11 days ago

When Can You Report a Problem?

You can open a dispute on any order that has been shipped or delivered.

Order status

Can you open a dispute?

Awaiting Shipment

No — the seller hasn't shipped yet. You can cancel the order instead.

Shipped

Yes

Delivered

Yes — you have 7 days after delivery before the order auto-completes

Completed

No — the order has already finalized

Once your order is delivered, you have 7 days to inspect your cards and report any issues. After that, the order auto-completes and funds are released to the seller. Don't wait — report problems as soon as you spot them.

How to Open a Dispute

  1. Go to Purchases and find the order in question

  2. Click Report an issue

  3. Select one or more issue categories (see below)

  4. Describe what went wrong in detail

  5. Upload evidence — photos and videos are strongly recommended

  6. Indicate your preferred outcome — this is required (it's the starting point for the conversation)

  7. Submit your dispute

Issue Categories

Category

When to use it

Wrong item

You received a different card than what was listed

Damaged

The card was damaged during shipping

Missing items

One or more items from your order are missing

Not received

Your package never arrived

Counterfeit or resealed

The card appears fake or the product was tampered with

Condition mismatch

The card's condition doesn't match what the listing described

Other

Anything else that went wrong

You can select multiple categories if more than one applies — for example, if some cards are missing and others are damaged. The exception is Not received: it can only be selected once 7 or more days have passed since shipment, and it can't be combined with other issue types.

Tips for a Strong Dispute

  • Record yourself opening the package — for expensive or large orders, film an unboxing video showing the sealed package, how you open it, and the cards inside. This is the strongest evidence you can have.

  • Take photos immediately when you open the package. Show the packaging, the cards you received, and any damage clearly.

  • Be specific in your description. "Card is damaged" is less helpful than "Top-left corner has a visible crease that wasn't in the listing photos."

  • Keep your evidence organized — clear, well-lit photos from multiple angles make a big difference.

  • Share evidence in the order chat — you can upload photos and videos directly in the conversation with the seller.

Evidence matters. Disputes with photos and videos are resolved faster and more accurately. If you're reporting a condition mismatch, a side-by-side comparison with the listing photo is especially helpful.

What Happens After You Submit

Once you open a dispute:

  1. The order status changes to Dispute Open

  2. The seller is notified immediately

  3. The seller has 5 business days to review your complaint and propose a resolution

  4. You'll be notified when the seller responds

From here, the resolution process begins — you and the seller work toward an agreement, with CardNexus stepping in if needed.

Next step: Learn how the full resolution process works in How Dispute Resolution Works.

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