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Opening a dispute

If what you downloaded isn't what was promised, freeze the payment and let the team review your case.

When to open one (and when not to)

  • Open it if: the file never arrived; what you downloaded isn't what was advertised; the project won't start and the seller doesn't respond; pieces of the «what's included» are missing; you suspect the content isn't the seller's.
  • No need if: it's an installation question; you're asking for a feature the listing never promised; you bought the wrong template and didn't download it; it's a small bug the seller can fix — that's what their Support channel on your purchase card is for.

You can only open one while the payment is still in escrow (24 hours from payment). In My purchases a live countdown tells you how much time you have left; once the window closes, the payment is released to the seller and no dispute is possible anymore.

Opening it, step by step

  1. 1In My purchases, on the purchase card, press Open dispute (the purple button with the scales; it only appears while the window is still open).
  2. 2The assistant explains what a dispute is and what it entails; confirm with File dispute and then Confirm dispute.
  3. 3Tell us what happened: write the reason (minimum 10 characters, up to 2000) — what went wrong and what you expected to receive.
  4. 4Attach your evidence (optional but highly recommended): up to 5 JPEG, PNG or PDF files of 10 MB each — screenshots, messages with the seller, comparisons with the listing.
  5. 5Confirm with your wallet: your wallet reconnects (code to your email if needed) and you sign the opening on the escrow contract. From that moment the payment is frozen.
  6. 6Your case is created in the Dispute center and the app takes you straight to its thread, where you can keep adding evidence and talk to the team.

Opening a dispute for a genuine reason doesn't penalize you. Your download isn't cut off for disputing; it's only revoked if the case ends in a refund.

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