The Resolution Center is a great resource to solve issues quickly and easily between a buyer and seller, without the need to contact Customer Support.
Accessing the Resolution Center #
- Go to your Order page > select the order you want to resolve (click View).
- Click Resolution Center—located on the right side of the page.
- Select the action you’d like to take (Get an order update or Cancel order).
- View and/or withdraw your open disputes via your Order page.
Get an order update #
Buyers can message sellers for an update on their order before the Service is complete. In this case, the Seller has up to 48 hours to respond and provide an update.
If the seller doesn’t reply within 48 hours, the order will remain active, however, your buyer’s dispute will be closed.
Ask your seller to cancel an order #
When you request to cancel an order, your cancellation request and comments are sent directly to the seller. Both you or your seller will receive the other party’s feedback once a dispute or request for cancellation has been submitted.
Sellers have up to 48 hours to accept or decline your dispute requests.
Note: Disputes submitted through the Resolution Center are sent to the other party and can be viewed on the Order page. They are not sent to Customer Support, nor are they notified of the dispute.
Open disputes #
If there is already an open Resolution Center request within the same order, you must withdraw your dispute and then cancel the order.
If you would like to cancel an order with an open dispute, you’ll need to withdraw your dispute (via the Orders page), and then you’ll be able to cancel the order.
You won’t be able to open a new dispute if your dispute is in the process of resolving one of these issues:
- Requested to Extend delivery date
- Asked to Get an order update
- Requested to Cancel order
Forced cancellation #
If a seller is late with their delivery—and there was no mutual agreement about extending the delivery date—after 24 hours of the expected delivery, you can cancel without approval from the seller.
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