For sellers
How disputes work
When a buyer raises a problem with an order, this is what happens and how to prepare. Active disputes are handled in your seller dashboard, not on this page.
What happens in a dispute
- Step 1
A buyer raises a problem
A buyer opens a dispute on an order, for example an item that did not arrive, is damaged or is not as described.
- Step 2
You are asked to respond
You are notified so you can give your side. Respond promptly, because a missing response can affect the outcome.
- Step 3
Share your evidence
Add photos, proof of postage or delivery, and messages with the buyer that show what happened.
- Step 4
The evidence is reviewed
If you and the buyer cannot agree, TradeHut can review the evidence from both sides.
- Step 5
A decision is made
Both sides are told the outcome, such as a refund, a replacement or no action.
Evidence that helps
- Clear photos of the item as it was packed and sent.
- Proof of postage, courier receipts or tracking details.
- Messages with the buyer, kept on TradeHut.
- The original listing details and any agreed changes.
Avoiding disputes
- Describe items accurately and show real photos in your listings.
- State your return policy in your store so buyers know what to expect.
- Pack items carefully and keep proof of postage.
- Answer buyer messages quickly. Many problems are solved before they become disputes.
Need help with a dispute?
Contact us and have the order number ready.
- 024 813 8722
- Message us on WhatsApp
- La Trade Fair, Accra, Ghana