Raising a dispute
When to open a dispute, what to include, and how the resolution process works.
When to raise a dispute
Open a dispute if an item is returned damaged, comes back late without agreement, arrives significantly different from the listing description, or if a payment or handover doesn't go as agreed.
How to raise one
Open the booking in question from My Bookings and select Raise a Dispute. Describe what happened and attach any relevant photos or messages.
What evidence helps
Handover and return condition photos are the strongest evidence. In-app messages, timestamps, and any correspondence about the issue also help our team understand the full picture.
Resolution timeline
Most disputes are reviewed within a few business days. Both parties are notified of the outcome, which can be a full refund, a partial refund, or release of funds to the other party depending on the evidence.
Escrow protects you while a dispute is open
Funds stay held and are not released to either side until the dispute is resolved.