1. When to open a dispute

• Item not received after the estimated delivery date and courier says undelivered.
• Item received damaged, defective, missing parts, or counterfeit.
• Item materially different from the listing (wrong model, size, colour, condition).
• Seller stopped responding after payment.

2. How to open one

1. Open the order page.
2. Choose Open dispute.
3. Pick a reason from the list.
4. Upload up to 5 photos or a short video, plus a written description.
5. Submit. The seller is notified immediately.

3. Dispute states

• Opened — waiting for seller response.
• Seller response — seller has replied with evidence or offered a resolution.
• Admin review — Mnadani's team is reviewing the case.
• Resolved — decision issued and funds released.
• Withdrawn — buyer and seller agreed and closed the dispute themselves.

4. Evidence that helps

• Photos of the parcel exterior and packaging when it arrived.
• Unboxing photos or a short unboxing video.
• Screenshots of the listing at the time you bought it.
• Courier tracking history showing the delivery attempt.
• Chat with the seller — always negotiate inside the Mnadani order chat, not off-platform.

5. Timelines

• You can open a dispute within 3 days of delivery (or the promised delivery date, if the parcel never arrived).
• The seller has 48 hours to respond.
• If either side asks Mnadani to decide, we issue a decision within 5 working days.

6. Possible outcomes

• Full refund — buyer gets item price + shipping back, minus a 1.5% processing fee.
• Partial refund — buyer keeps the item and receives an agreed reduction in price.
• Return and refund — buyer ships the item back at the seller's expense; refund issued on receipt.
• Release to seller — evidence shows the seller met their obligations; escrow is released.

7. Escrow while a dispute is open

Opening a dispute freezes escrow — no funds move to the seller until the case closes. Learn how escrow itself works in How escrow works.

8. Appeals

Either side can appeal within 7 days of a decision by submitting new material evidence — not just a rewording of what was already reviewed. A senior team member reviews appeals. Their decision is final on the platform, without prejudice to any right to take the matter to court.

9. Tips for sellers

• Photograph and weigh every parcel before handing it to the courier.
• Keep the courier ticket and any delivery-proof PDF.
• Respond in the order chat — silence is treated as no response.

10. Tips for buyers

• Record yourself opening damaged parcels — this is very strong evidence.
• Report problems within 24 hours of receipt.
• Keep all communication with the seller inside Mnadani chat.

Frequently asked questions

How do I open a dispute on Mnadani?

Open the order from Orders, tap "Open a dispute", pick a reason, and upload your evidence. Escrow is frozen the moment the case is created.

What outcomes can a dispute have?

A full refund, a partial refund, a return in exchange for a refund, or release of funds to the seller if the evidence supports them.

How long does a dispute take?

The seller gets 48 hours to respond. If the case is escalated to Mnadani, a decision follows within 5 working days.

Can I still message the seller during a dispute?

Yes, and you should. Many disputes close faster with a direct agreement. Keep all of it in the Mnadani order chat so the decision team can read it.

What if I disagree with the decision?

You can request one review within 7 days, with new evidence that was not in the original case file.