If a returned item arrives damaged, incomplete, or isn’t the item you sent, you have 72 hours to raise a dispute. Here’s when you can dispute, what evidence you’ll need, and what happens next.

When you can raise a dispute

You can dispute a return if:

• The item is in worse condition than when you sent it
• Parts or accessories are missing that were included with the original item
• The buyer has returned a different item than the one you sent

Note: If the return shows as delivered but you haven’t received the item, don’t raise a dispute. Contact our support team instead, and we’ll look into it with the carrier.

Evidence you'll need

To raise a dispute, you'll need to provide:

• Clear photos of the returned item showing the damage, wear, or issues, and photos of the original listing or item before it was sent, if available (3-5 photos, JPEG format, max 2 MB each)
• A description of the specific issue and how it differs from the condition you sent it in (up to 500 characters)

How to raise a dispute

When the carrier delivers the returned item, you have 72 hours to inspect it and raise a dispute if there's a problem.

Step 1: Inspect the item

Open the package as soon as it arrives and check the item carefully. Compare it to the condition it was in when you sent it.

Step 2: Go to the order page

Go to the Order page and click 'Raise a dispute' instead of 'Approve refund'. Choose the reason that applies.

Step 3: Upload evidence

Upload your photos and provide a clear written explanation of the issue. Be specific about what's different from the condition you sent it in. The more detailed your evidence, the faster the dispute can be resolved.

Step 4: Submit your dispute

Once submitted, the refund is paused while Quibly reviews your dispute. The buyer will be notified that you've raised a concern.

What happens next

After you submit your dispute:

• Quibly reviews your evidence and the buyer's account of the return
• The buyer may be asked to provide their own evidence or explanation
• You may be asked to provide more information
• Quibly makes a decision and notifies you and the buyer

Possible outcomes:

• Dispute upheld: No refund issued to the buyer. The item was significantly damaged, wrong item returned, or not received at all. You don't owe the buyer anything. 
• Dispute rejected: The full refund is processed to the buyer. Quibly determined the item was returned in acceptable condition and the dispute wasn't valid. 

Quibly's decision is final. Both you and the buyer will be notified by email once the decision is made.

Important points to remember

• You have 72 hours from carrier delivery to inspect the item and raise a dispute. If you do nothing, the refund is automatically approved and you lose the right to dispute
• Clear, detailed evidence speeds up the review process
• Repeatedly raising unsuccessful disputes may result in restrictions on your account
• The buyer has rights under UK consumer law - frivolous disputes won't be upheld

The bottom line

When a returned item arrives, you have 72 hours from carrier delivery to inspect it and raise a dispute if there's a problem. Provide clear photos and a detailed explanation of the issue. Quibly will review your evidence and make a decision. If you don't raise a dispute within 72 hours, the refund is automatically approved and you lose the right to dispute.

Related articles:

How to issue a refund

Return reasons explained

Private seller vs business seller: your obligations

How sellers get paid

Updated May 06, 2026 14:26