What Can Be Disputed:
- The Item received is a different color, model, or size.
- The Item has a different design.
- The Item is damaged or is missing parts.
- The Buyer received the incorrect quantity of Items (e.g., the Buyer purchased two Items but only received one).
- The condition of the Item is misrepresented (e.g., the Item is described as new but is used).
- Non-receipt of items (only if the seller did not require a signature).
What Cannot Be Disputed:
- Buyer’s remorse (changing your mind after receiving the item)
- Simply being unsatisfied with the order DOES NOT warrant a refund or return.
Dispute Window
You have 24 hours after delivery to open a dispute. It is crucial to inspect the item immediately upon receipt and ensure all documentation is in order.
How Long Does a Dispute Take to Be Resolved?
The resolution time for disputes can vary. Typically, disputes are resolved within 7-14 business days. This time frame allows for thorough investigation and communication between the buyer, seller, and GlassPass support team.
Example Dispute Routes
- Damaged Item:
- Buyer provides an unboxing video showing the damage.
- GlassPass investigates and requests additional evidence if needed.
- If verified, a refund or replacement is issued.
- Item Not as Described:
- Buyer shows evidence (photos, videos) that the item does not match the listing.
- GlassPass reviews and decides based on the evidence provided.
- If the claim is valid, appropriate action (refund, partial refund, etc.) is taken.
How Do I Open a Dispute?
Go to Your Order Screen:
- Navigate to the specific order you wish to dispute.
Select "Submit a Dispute", and Provide Required Information:
- Provide Required Information:
- Enter your dispute reason, describe the issue in detail.
- Check the “I have recorded an unboxing video” box, and tap “Submit Dispute”
When Are You Allowed to Open a Dispute?
- You can open a dispute within 24 hours after delivery. It is essential to act quickly and ensure all necessary documentation is ready.
What Do I Need for a Dispute?
Valid Unboxing Video:
- Record the entire unboxing process from start to finish.
- The video must show the package's condition before opening and the item's condition upon unboxing.
Keep All Materials:
- Retain the item, box, packing materials, and anything else that came with the box. Do not throw anything away.
Do Not Use the Item:
- Using the item may void your dispute claim. Keep it in the same condition as received until the dispute is resolved.