Types of Disputes
Item Not Received
You paid for an item but haven't received it within the expected timeframe or at all.
Common Scenarios:
- Package lost during shipping
- Delivery to wrong address
- Vendor never shipped the item
- Significant delay beyond promised date
Item Not as Described
The item you received is significantly different from what was advertised.
Common Scenarios:
- Different color, size, or model
- Missing features or components
- Used item sold as new
- Different brand or quality level
Damaged Item
The item arrived broken, damaged, or in poor condition due to shipping or handling.
Common Scenarios:
- Physical damage during shipping
- Electronic items not working
- Poor packaging leading to damage
- Expired or spoiled products
Other Dispute Types
Quality Issues
Item quality significantly below expectations or industry standards.
Wrong Item
Received a completely different product than what was ordered.
Warranty Claims
Product failed within warranty period and vendor won't honor warranty.
Billing Issues
Charged incorrect amount or unauthorized charges on your account.
Resolution Options
Vendors can offer different types of resolutions depending on the nature of your dispute. Here are the most common options:
Full Refund
Complete refund of the order amount, usually for major issues.
Partial Refund
Partial refund to compensate for issues while keeping the item.
Replacement
Vendor sends a replacement item at no additional cost.
Store Credit
Credit applied to your account for future purchases from the same vendor.
Accepting Resolution Offers
Important: Resolution Offers Are Binding
Once you accept a resolution offer from a vendor, it becomes final and cannot be changed. Make sure you're satisfied with the offer before accepting.
Review Process
Review the Offer
Carefully read the vendor's resolution offer and any attached explanations.
Consider Your Options
Decide if the offer adequately addresses your concerns and meets your needs.
Accept or Decline
Choose to accept the offer, decline it, or request additional information from the vendor.
If You Accept
- The dispute is marked as resolved
- Processing begins immediately
- Refunds processed within 3-5 business days
- Replacements shipped within 24-48 hours
If You Decline
- Dispute remains open for negotiation
- You can request a different resolution
- Vendor may make a new offer
- Option to escalate to support team
When to Escalate to Support
If you and the vendor cannot reach an agreement, you can escalate the dispute to our support team for review and mediation.
Consider Escalation When:
- Vendor doesn't respond within 48 hours
- Vendor's resolution offer is unreasonable
- Multiple back-and-forth discussions without resolution
- Vendor becomes unresponsive during negotiations
- You believe the vendor is not acting in good faith
Escalation Process
Request Escalation
Click "Escalate to Support" in your dispute details and provide a reason for escalation.
Support Review
Our support team reviews all communication, evidence, and attempts at resolution.
Final Decision
Support makes a final binding decision based on evidence and digiMall policies.
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Dispute Timeline and Process
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Customer Protection Policy
Learn about digiMall's customer protection policies, your rights, and what we do to keep you safe.
Still need help with your dispute?
Our customer support team can provide personalized assistance with your dispute resolution