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The overwhelming majority of transactions on OurBazaar go smoothly. But occasionally an item arrives that does not match its listing — wrong size, undisclosed damage, or a condition far below what was described. Here is exactly what to do when that happens.
First: Do Not Confirm Receipt
This is the most important step. When you receive your order, do not tap 'Confirm Receipt' in the app until you are happy with the item. Confirming receipt releases the payment to the seller and closes the escrow protection window.
Important
Once you confirm receipt, the standard dispute window closes. If you confirm receipt and then discover a problem, you may still be able to raise a dispute, but your options are more limited. Always inspect first.
Step 1: Photograph Everything Immediately
Before you do anything else, photograph the item exactly as it arrived — including the packaging. Photograph any damage, discrepancy, or incorrect item next to a clear reference. These photos are your primary evidence in any dispute.
- The item in its packaging before you open it (if damage may be shipping-related)
- The item as received, showing the problem clearly
- The listing photos side-by-side with your photos (screenshot the listing)
- Any labels, size tags, or serial numbers if relevant
Step 2: Contact the Seller First
Before raising a formal dispute, send the seller a message in chat explaining the issue and attaching your photos. Many issues are resolved quickly at this stage — sellers often prefer to resolve problems directly rather than have a dispute opened against their account.
Give the seller 24 hours to respond. If they respond constructively and offer a resolution (refund, replacement, partial refund), and you are happy with that resolution, you can proceed without a formal dispute.
Step 3: Raise a Formal Dispute
If the seller does not respond within 24 hours, or their response is unsatisfactory, raise a formal dispute through the app. Go to the order, tap 'Raise a Dispute', select the reason, attach your evidence, and submit.
You must raise a dispute within 48 hours of delivery. After 48 hours, the dispute window closes automatically. If you need more time (for example, if an item is in transit longer than expected), contact our support team before the window closes.
Tip
Be specific in your dispute description. 'The item is damaged' is less useful than 'The listing stated excellent condition but the jacket has a 5cm tear in the left sleeve not shown in any photos.' Specific claims are easier for our team to investigate and resolve.
What Happens Next
Once a dispute is raised, our Trust & Safety team reviews the evidence submitted by both buyer and seller. We typically resolve disputes within 3 business days. Possible outcomes include:
- Full refund to buyer: if the item is significantly not as described or counterfeit
- Partial refund: if there is a minor undisclosed defect that reduces value
- In favour of seller: if evidence shows the item matches the listing description
- Return and refund: in some cases we may request the item be returned before issuing a refund
Refund Timeline
If a refund is approved, it is processed within 1–2 business days of the decision. Funds are returned to your original payment method. Processing times vary by payment provider: cards typically take 3–5 business days to show the credit; JazzCash and Easypaisa are usually same-day.
Remember: the dispute system exists to protect you, but it works best when you document carefully, act quickly, and communicate clearly. If you have any questions about an ongoing dispute, contact our support team at support@ourbazaar.pk.