Dispute Review SLA & Appeals
Clear review stages and target timelines for marketplace disputes, evidence and enforcement appeals.
Case stages
- 1Submitted — the dispute or report has been received.
- 2Evidence requested — additional information is needed.
- 3Under review — an authorised reviewer is examining the available record.
- 4Decision — the applicable resolution has been recorded.
- 5Appeal — an eligible decision has been submitted for further review.
- 6Closed — the case has reached its final supported state.
Review timing
Gadget Trade should show a case status and a review target where the transaction type supports a service-level commitment. Timelines can depend on evidence availability, payment-provider confirmation, delivery records, inspection requirements and whether another party must respond.
Evidence
- Listing screenshots or the original listing reference.
- Order and payment references.
- Photos and videos showing the received item and packaging.
- Relevant messages and delivery records.
- Diagnostic or inspection reports where available.
Appeals
Where an appeal route is available, the user should explain what part of the decision they believe should be reviewed and provide new or previously unavailable evidence. Appeals do not guarantee a different outcome.
External matters
Some matters require a payment provider, delivery provider, insurer, regulator, law-enforcement body or court. Gadget Trade can preserve and provide relevant platform records where legally permitted, but an external authority controls its own process.