The seller isn’t your only contact.
A marketplace and its sellers may have different responsibilities and support routes. Start with the terms attached to your particular purchase.
Find the order’s help route
Open the order in the marketplace itself. Read the applicable buyer-protection or dispute information, including eligibility, required evidence, and deadlines. Save a copy of the relevant instructions.
Keep the record consistent
Use the same factual timeline across your seller conversation and platform request. Upload the evidence requested through the official case form. Record the case reference and any further information you are asked to provide.
Track each response
Check your marketplace inbox and email for updates. If you also contact your payment provider, disclose the status of any other claim and any refund received. Ask each provider how overlapping processes affect your options.
Your checklist.
0 of 4 readyA message to start with.
Fill in the brackets with your own details.
I’m requesting help with order [number] from [seller]. The problem is [summary]. I contacted the seller on [dates] and [response/current status]. I’m requesting [resolution]. Attached are [records]. Please confirm the applicable dispute process and any further information needed.
For the official guidance, read FTC: buying from an online marketplace .
Processes and deadlines depend on your location and the organizations involved. These guides are general information; check the rules that apply to your situation. Shieldman membership provides consumer advocacy; it does not guarantee a refund.
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