Buyers can open an Item Not Received or Significantly Not As Described dispute between 10 and 60 days after the transaction date (the date when Beltal received confirmation of payment and the seller commits to selling it). When opening a dispute, the buyer indicates whether the item was not received or whether it was received but significantly not as described.
Open an Item Not Received or Significantly Not as Described dispute
See all my Item Not Received or Significantly Not as Described disputes

Please Note: If the item in question was paid for with PayPal, the buyer will be referred to the PayPal claims process to resolve the dispute.

Once a dispute is opened, Beltal contacts the seller, informing them that the buyer has opened a dispute and encouraging them to communicate with the buyer. Most of the times, this simple communication leads to the issue being resolved before further steps (like the buyer leaving negative feedback) are taken.

The seller is presented with several response options to communicate with the buyer.
In an item not received dispute, the seller can also respond:

• Payment has not been received, or has not yet cleared
• I've already shipped the item: if the item has already been shipped, the seller may provide shipping track information for the buyer to review.
• I'll offer a full refund: the seller can offer to return all of the buyer's money.
• I would like to communicate with the buyer: the seller will then be able to post a message for the buyer to review

In an item significantly not as described dispute, the seller can respond:

• I've shipped a replacement item: if a replacement item has been shipped, seller may provide shipping tracking information for the buyer to review.
• I'll offer a refund: the seller can offer a full or partial refund to the buyer to attempt to resolve the dispute.
• I would like to communicate with the buyer: the seller will then be able to post a message for the buyer to review

The buyer and seller attempt to resolve the dispute by continuing to communicate directly through Beltal's online process.

The buyer can close the dispute if the seller does not respond within 10 days, or anytime after the seller responds and at least 30 days have passed since the transaction was confirmed. The buyer has two options to close the dispute:

• My concerns have been resolved: with this option, no action is taken against the seller's account. A closed dispute cannot be re-opened, so the buyer must be sure that they are entirely satisfied before they decide to close a dispute using this option. For example, if the buyer is offered a full refund by the seller, they should not close the dispute until they have received the full refund.
• I feel I have no other option but to escalate this to a claim: when the buyer selects this option, Beltal's Customer Safety team is immediately alerted about the transaction. If warranted, the seller's account may be restricted or suspended. If the buyer closes the dispute with this option and the transaction is eligible, then the buyer may file a claim to Beltal. Additionally, if the Beltal's Customer Safety team believes further action is warranted, the seller's account may be restricted or suspended.

The buyer can close the dispute at any time if their concerns are resolved. The buyer can escalate to a claim if 30 days have passed since the transaction date and either the seller has responded at least once or has not responded with 10 days of the dispute being opened.
A dispute can only be open for 90 days after the transaction date. If the buyer has not closed the dispute within 90 days, it will be automatically closed. When a dispute is automatically closed, the seller is not reported to Beltal's Safety team and the buyer is not eligible to submit a claim.