Dispute Resolution

P2 Market's dispute resolution system protects both buyers and sellers by providing a fair, transparent process for resolving transaction issues. All funds are held in secure escrow until disputes are resolved.

When Can Disputes Arise?

Disputes can be opened only after an order has been delivered and within a 48-hour dispute window. This gives buyers time to inspect their purchase and report any issues.

Common Dispute Reasons

Buyers can open disputes for the following reasons:

• Item Damaged - The item arrived in damaged or broken condition
• Wrong Item - A different item than ordered was received
• Counterfeit - The item appears to be fake or counterfeit
• Other - Any other issue not covered above

Note: Disputes cannot be opened if:

• The order hasn't been delivered yet
• More than 48 hours have passed since delivery
• The escrow has already been released to the seller

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Dispute Resolution Requirements

To ensure a fair resolution, both parties must provide specific video evidence. Videos must be continuous and unedited; any clips that appear cut or tampered with will be disqualified.

1. Seller Requirements: Packing Evidence

Sellers must provide a single, uninterrupted video documenting the preparation of the order. This video must clearly show:

• The Shipping Label: Legible and attached to the package.
• The Item Condition: A close-up view of the product before it is packed.
• The Packing Process: The entire process of placing the item into the container and sealing it.

Note: Failure to provide valid packing video evidence will significantly increase the likelihood of the dispute being resolved in the buyer's favor.

2. Buyer Requirements: Unboxing Evidence

Buyers are required to record the opening of the package to qualify for a dispute. The video must show:

• The Sealed Package: Proof that the package has not been previously opened, with the shipping label clearly visible.
• The Unboxing Process: The complete process of opening the parcel.
• The Issue: Clear footage of the item's condition and any claimed defects or damages.

Important: Dispute creation will be blocked if valid unboxing video evidence is not provided.

How Disputes are Resolved

Currently, all disputes are mediated exclusively by the p2.market internal team. We conduct a manual, thorough review of the evidence provided by both parties to reach an informed and neutral decision.

• Resolution in Buyer's Favor: If the buyer wins and returns the product successfully, they will receive a full refund, including original shipping fees.
• Resolution in Seller's Favor: If the dispute is found in the seller's favor, the escrow funds will be released to the seller's account as a standard settlement.

How to Return an Order

If a dispute is approved in the buyer's favor, the following return process applies:

1. Shipping: The buyer must ship the product back to the seller's provided shipping address.
2. Verification: Once the tracking confirms the item has been delivered to the seller, the refund will be processed.
3. Further Detail: For a step-by-step walkthrough, please refer to our Raise Dispute guide.