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CUSTOMER SERVICE CENTER

Problem with a purchase? Did your order not arrive?
Did something arrive that was very different than described?
Have you not authorized the order?

THE FIRST STEP is to dispute the order through
our CS Help Center.

OPEN A DISPUTE
FIND YOUR DISPUTE

HOW DOES IT WORK?

Open a Dispute
Provide Your Order Information
Upload Supporting Documents
Wait for Dispute Review
Receive Refunds

WHEN SHOULD YOU OPEN A DISPUTE?

  • Your order never arrived.
  • Your item was not as described.
  • There’s any billing error.
  • You’ve not authorized the payment.

WHAT INFORMATION SHOULD I PROVIDE

Order Details

Enter the payment details from your purchase

Supporting Document

Attach documentation to substantiate your claim

Contact Information

Provide your contact information for dispute resolution correspondence
OPEN NEW DISPUTE

RELATED TOPICS

  • When should you open a dispute?

    My order never arrived.
    If your order never shows up even after the promised delivery date, you’ll get a refund. It’s that simple.
    My order arrived – but there’s a problem.
    You can open a dispute if the item you receive is significantly different than how it was described.
    • You received a completely different item.
    • The item’s condition was misrepresented.
    • The item is missing parts or features, and this was not disclosed.
    • You purchased a specific quantity of an item, but received the wrong amount.
    • The item was substantially damaged en route to its destination.
    There are any billing errors.
    You can open a dispute when you identify any billing errors from your transaction.
    • You received a wrong charge.
    • There was a missing discount.
    • An unexpected late fee came up.
    • You forgot to cancel your subscriptions.
    You’ve not authorized the payment.
    If a purchase is not authorized by you, you can report to us and open a dispute so that we can try to get the money back.

  • How do I open a dispute in CS Help Center?

    Note that you are encouraged to open a dispute within 180 days of the payment date, which is usually within the timeline of most banks. Here’s how to open a dispute from the our CS Help Center:
    • Click Open a Dispute.
    • Enter your Reference ID and purchase details. Please note that you can get your Reference ID through our notification email with the subject: Confirmation of Your Purchase.
    • Choose your Dispute Type.
    • Upload the documents to evidence your claim.
    • Offer details in Description so that we can have a better knowledge of the dispute.
    • Enter your Email Address to receive the status update of the dispute.
    • Congrats! Your dispute has been opened. You can track your dispute status using your Email Address and Dispute ID received!
    Note that we will review your dispute within 3 business days. And if you’re eligible for your claim, your refund will be processed in the following 7 business days. However, bear in mind that the banks may delay the refunds and the whole process may take as long as 3-6 weeks.

  • What information should I provide?

    Transaction details
    If you wish to open a dispute with us, please make sure you save our Reference ID for your transaction from our notification email. You will also be asked to provide when, where, how much you paid for the goods/services.
    Purchaser details
    You will be asked to provide the purchaser’s info as well. All necessary and accurate details will help us locate the transaction and review your dispute swiftly.
    Dispute details
    Please categorize your dispute so that we can have a basic knowledge of any assistance that we can offer.
    Proof details
    Your bank statement is required to validate your actual payment, while you‘re also supposed to upload other documents to support your claim. Your description of the dispute overview is appreciated if you can tell us a bit more.

  • What if my dispute is closed when I have further claims?

    You dispute will be closed when there’s a full refund issued, or when there’s a consensus between you and our customer support specialist that you no longer need the credit.
    However, there are still circumstances when you have new claims. This way you should open a new dispute telling us your latest request.