Dispute Policy
Last updated: February 2026
Fair Dispute Resolution
AfreeKart is committed to fair and transparent dispute resolution. When issues arise between buyers and sellers, our team reviews all evidence and makes impartial decisions to protect both parties.
When Can You Open a Dispute?
Disputes can be opened when an order is in one of these statuses:
Shipped
When the order has been shipped but not yet delivered
Delivered
Within the 3-day protection period after delivery
Important: You cannot open a dispute after funds have been released
Valid Dispute Reasons
Item Not As Described
The item differs significantly from the listing description or photos
Item Damaged
The item arrived broken, damaged, or defective
Wrong Item Received
You received a different item than what you ordered
Item Not Received
The item was marked as delivered but never arrived
Counterfeit Item
The item is fake when it was listed as authentic
Missing Parts/Accessories
The item is missing components that were included in the listing
Evidence Requirements
Strong evidence increases your chances of a favorable resolution:
For Buyers
- Photos/videos of the received item
- Comparison with listing photos
- Unboxing video (if available)
- Screenshots of communication with seller
- Proof of delivery condition
For Sellers
- Packing video showing item condition
- Shipping receipt with tracking
- Delivery confirmation
- Screenshots of communication with buyer
- Photos of item before shipping
Pro Tip: Sellers should always record a packing video before shipping. This is your best protection against false claims.
Dispute Timeline
Dispute Opened
Both parties are notified via WhatsApp/SMS/Email. Order status changes to "Disputed".
Evidence Collection
Both parties should submit all relevant evidence within 24 hours.
Admin Review
Our team reviews all evidence and makes a decision within 24-48 hours.
Resolution
Funds are released to the appropriate party. Both parties are notified of the decision.
Possible Outcomes
Buyer Wins
- Full refund of item amount
- Seller may receive a warning
- Repeat offenders may be suspended
Seller Wins
- Funds released to seller
- Buyer may receive a warning
- False claims may result in suspension
How to Open a Dispute
- Go to Dashboard > Orders and find your order
- Click the "Open Dispute" button
- Select the reason for your dispute
- Write a detailed description of the issue
- Upload photos, videos, or other evidence
- Submit your dispute
Decision Appeal
If you disagree with a dispute resolution:
- Contact support within 7 days of the decision
- Provide new evidence not previously submitted
- Explain why you believe the decision was incorrect
- A senior admin will review the appeal
- Appeal decisions are final
Abuse Prevention
AfreeKart takes dispute abuse seriously. The following may result in account suspension:
- Filing false or fraudulent disputes
- Threatening sellers with disputes to get discounts
- Pattern of suspicious dispute activity
- Providing falsified evidence
- Colluding with other users
Contact Dispute Support
For urgent dispute matters, contact our support team:
disputes@afreekart.com