For qualifying orders and  if you contacted the seller more than 48 hours ago,  you may open a dispute resolution process for items that meet certain criteria.

Dispute Resolution Eligibility
In order to open a dispute, an order must meet the following criteria:

1. The order is within the eligible time frame to open a dispute 
   1. If you created a return label and/or opened a dispute within 8 business days upon receipt of goods, 
   2. based on an order’s estimated delivery date or processing time and “dispatch by” date. ( in cases where goods have not arrived) 
2. You have reported the order issue to the seller via the Help with Order link and have given the seller 48 hours to resolve the issue.
3. The order issue for which you want to open a case meets the definitions below for non-delivery, delivery issues or false description.
4. In cases of return/refunds, the goods have been received in good condition by the Vendor.

Non-Delivery:
A non-delivery occurs when a customer places an order but does not receive the item. Non-delivery cases include when:

• There is no proof that the item was dispatched to the buyer.
• An item was sent to an address that is not on the sporahub invoice.

Sporahub requires you to provide the invoice and shipping information (including tracking number) to resolve this.

Delivery Issues:

• Item arrived damaged ( with proof that item was not properly packaged)
• Item arrived after its estimated delivery date The item(s) are rendered useless after that date.
• The seller did not dispatch the item(s) according to their processing time or the date agreed upon in Messages.

False Description
An item is classified as “false description” if the customer can demonstrate (through photos or other documentation) that the product is a significant variation from the Vendor’s listing description and photos. These includes but not limited to:

• The item received is significantly different in terms of color, model, version, or size, design, material, fake (vendor claimed it was authentic/original)
• Incorrect quantity ( number of items)
• Misrepresentation of conditions of the items (e.g.used as opposed to new)
• Vendor non-disclosure of damaged item or missing parts
• The item was advertised as authentic but is not authentic.
• The items damaged by delivery company( vendors must prove item was properly packaged)

Dispute Resolution ineligibility
Some issues are not eligible for the dispute resolution process. These includes:

• Items that are damaged by the delivery company (if properly packaged by the seller).
• Items that have been altered, used, worn, washed, or discarded after receipt.
• Items that are received after the agreed-upon delivery date due to delivery delays that have proven not to be the fault of the vendor. However, Vendors are expected to support customers as they wait for delivery of their items
• Items that are accurately described but don’t meet a buyer’s expectations.
• Cost of postage disputes.
• Items that are purchased in person.
• Transactions where payment is not made via Sporahub’s checkout system