Dispute Resolution

How It Works

When a transaction doesn't go as planned, our dispute resolution process ensures a fair outcome for both parties. Because your funds are held in escrow, neither side is left at risk during the process.

When to Open a Dispute

You can open a dispute for any of the following reasons:

• Item Not Received: The order has not been delivered within the agreed timeframe
• Item Not as Described: The product significantly differs from what was listed or agreed upon
• Quality Issues: The goods received are defective, damaged, or below the agreed quality standards
• Quantity Discrepancy: You received fewer items than what was ordered and paid for
• Shipping Damage: Products were damaged during transit
• Unauthorized Transaction: A payment was made without your authorization

The Resolution Process

Step 1: Open a Dispute

Navigate to the relevant order in your dashboard and click "Open Dispute." Provide a description of the issue and upload any supporting evidence (photos, correspondence, shipping documents).

Step 2: Direct Resolution (3 days)

Both parties are notified and given 3 business days to resolve the issue directly through the platform's messaging system. Many disputes are resolved at this stage through mutual agreement.

Step 3: Zypply Mediation (5–7 days)

If direct resolution fails, our trust and safety team steps in. We review all evidence submitted by both parties, may request additional documentation, and work toward a fair resolution.

Step 4: Final Decision

Zypply issues a binding decision based on the evidence. This may include a full refund, partial refund, or release of funds to the supplier. Escrow funds are disbursed accordingly.

Timelines

Evidence & Documentation

Strong evidence leads to faster resolutions. We recommend providing:

• Photos or videos of the product received (if applicable)
• Original product listing or purchase agreement
• Shipping and tracking documentation
• Communication history between buyer and supplier
• Inspection reports or quality certifications
• Any other relevant records

Appeals

If you disagree with the resolution, you have 7 days from the decision date to file an appeal. Appeals are reviewed by a senior member of our trust team who was not involved in the original decision. The appeal decision is final.

Prevention Tips

To minimize the risk of disputes:

• Clearly define product specifications, quantities, and quality standards in your purchase order
• Request samples before placing large orders with a new supplier
• Communicate regularly with your counterparty through the platform
• Use Zypply's inspection services for high-value shipments
• Keep all agreements and changes documented on the platform