Filing a Dispute

When to File a Dispute

We always recommend trying to resolve issues directly with the other party first. If you have contacted the seller (or buyer) and cannot reach a resolution, or if they are unresponsive, you can escalate the issue to Wax Trader support.

How to File a Dispute

To file a dispute:

• Go to the Contact Support page or email hello@waxtrader.io.
• Select "Order Issue" as the category and choose the relevant order.
• Describe the issue in detail and include any relevant evidence (photos, screenshots of messages, tracking information).
• Our support team will review the case.

What Happens Next

Once a dispute is filed:

• Our support team reviews all communications and evidence from both parties.
• We may contact either party for additional information.
• We aim to reach a resolution within 3–5 business days.
• Our decision is based on our Terms of Service, refund policy, and the evidence provided.
• Payouts related to the disputed order are held until the dispute is resolved.

Possible Outcomes

Dispute resolutions may include:

• Full refund to the buyer.
• Partial refund to the buyer.
• No refund (if the claim is not supported by evidence).
• Return and refund (buyer returns the item for a full refund).

Preventing Disputes

The best way to avoid disputes:

• Sellers: Describe your items accurately, pack securely, ship on time, and respond to messages promptly.
• Buyers: Read listing descriptions carefully, communicate with sellers about any concerns, and report issues within 30 days.