Dispute Review SLA & Appeals

1. Submitted — the case has been received.
2. Evidence requested — additional information is needed.
3. Under review — an authorised reviewer is examining the record.
4. Decision — the applicable resolution is recorded.
5. Appeal — an eligible decision is submitted for further review.
6. Closed — the case has reached its supported final state.

The application records evidence and review deadlines for supported disputes. The current dispute service uses an evidence window and review target so users can see that a case is moving through a defined process. Timing can change when evidence is incomplete, a payment provider must confirm information, delivery records are pending, or an inspection is required.

• Listing or order reference.
• Payment confirmation and transaction reference.
• Photos and videos of the item and packaging.
• Relevant messages and delivery records.
• Diagnostic or inspection reports where available.

Where an appeal route is available, explain the part of the decision that should be reviewed and provide new or previously unavailable evidence. An appeal does not guarantee a different outcome.

Payment providers, delivery providers, insurers, regulators, law-enforcement bodies and courts control their own processes. Gadget Trade can preserve and provide relevant platform records where legally permitted.

This policy applies to the Gadget Trade marketplace features and transactions to which the policy is relevant. It should be read together with the Terms of Use, Privacy Policy, marketplace safety rules, payment and dispute policies, and any listing-specific information shown at the time of a transaction.

Where a workflow creates order, listing, payment, verification, delivery or communication records, those records may be used to understand what happened and to resolve a support request or dispute. Users should keep relevant receipts, photographs, messages, tracking information and other evidence until the matter is resolved.

Users are responsible for providing accurate information, keeping account credentials secure, reviewing important order details before confirming a transaction and promptly reporting material problems through the official Gadget Trade support channels.

Gadget Trade may update this policy when marketplace workflows, security requirements, payment processes, delivery arrangements or applicable requirements change. The current version published on Gadget Trade is the version that applies to new activity after publication.