Resolving Disputes

If you have an issue with an order, the first step is to formally open a dispute.

• Navigate to your 'My Orders' page.
• Find the relevant order and click the 'Open Dispute' button (available for confirmed, shipped, or delivered orders).
• Select the reason for the dispute (e.g., 'Product not received', 'Product damaged').
• Provide a clear, detailed description of the issue. The more detail, the better.
• Upload any supporting evidence, such as photos of a damaged item or screenshots of conversations.

Once submitted, a formal dispute case is created and both the buyer and seller are notified.

• The case will appear in the 'My Disputes' section for both parties.
• The initial goal is to facilitate direct communication to resolve the issue amicably.
• The dispute status will be 'Open'.

All communication about the dispute should happen within the dedicated chat on the Dispute Details page.

• Navigate to 'My Disputes' and click on the case to view its details.
• Use the chat to discuss the problem professionally with the other party.
• Explain your side of the story calmly and state your desired resolution (e.g., refund, replacement).
• Keeping communication in the chat creates an official record for admin review if needed.

Both the buyer and seller can upload additional evidence to support their claims.

• On the Dispute Details page, you can add more photos, videos, or documents.
• Strong evidence is key to a fair resolution, especially if an admin needs to intervene.

If you cannot reach an agreement, the dispute can be escalated for review by HUBB24's support team.

• An admin will review all the details, communication logs, and evidence provided by both parties.
• The dispute status will change to 'Under Review'.
• The admin will make a fair and impartial decision based on the evidence.

The final step is the resolution of the case.

• A resolution might be a full refund, a partial refund, a product return, or another agreement.
• Once the agreed-upon action is completed, the dispute is marked as 'Resolved' and then 'Closed'.
• The case is now considered complete.