How Dispute Resolution Works
After you report a problem, the dispute enters a structured resolution process. Here’s exactly what happens at each step.
The Resolution Process
Step 1: You Report the Problem
You describe the issue, select categories, and upload evidence. The order moves to Dispute Open and the seller is notified.
Step 2: Seller Proposes a Resolution
The seller reviews your complaint and evidence, then proposes one of these outcomes:
| Proposal | What it means |
|---|---|
| Full refund | You get 100% of your money back |
| Partial refund | You get a portion back (the seller specifies the amount) |
| No refund | The seller believes the order was fulfilled correctly |
| Return | You and the seller arrange a return directly between yourselves (see Returns) |
The seller has 2 business days to make their first proposal.
Step 3: You Accept or Decline
When the seller proposes a resolution, you can:
- Accept — the dispute is resolved and the agreed outcome is applied
- Decline — the seller is notified and can make a new proposal
Step 4: Negotiation
Multiple rounds of proposals are allowed. The seller can adjust their offer based on your feedback, and you can accept or decline each time.
Step 5: Escalation (If Needed)
If you and the seller can’t reach an agreement, the dispute escalates to the CardNexus team. This happens in two ways:
- Automatic escalation — if the seller doesn’t respond with any proposal within 2 business days, the dispute auto-escalates
- Manual escalation — either you or the seller can choose to escalate at any point during the negotiation
Step 6: CardNexus Reviews
When a dispute is escalated, our team:
- Reviews all evidence from both sides
- Examines the order details, listing information, and communication history
- Makes a final, binding decision
The CardNexus team’s decision is final. We aim to be fair to both parties, which is why strong evidence (photos, screenshots, tracking data) makes such a difference.
How to Escalate to CardNexus Support
If you want to manually escalate a dispute, here’s how:
- Go to your Purchases or Sales to find the order in question. The order must already be in Dispute Open status.
- Click Contact CardNexus Support
- Select an issue to describe what went wrong in detail
- Upload evidence — videos and photos are strongly recommended
- Submit your request
The dispute status will change to Dispute Under Review and our team takes it from here.
Possible Outcomes
| Outcome | What happens to your money | What happens to the items |
|---|---|---|
| Full refund | 100% refunded to your original payment method | You keep the items |
| Partial refund | Agreed amount refunded; rest goes to seller | You keep the items |
| No refund | Seller keeps the full payment | You keep the items |
| Return with refund | Refund processed after you return the items to the seller. The return itself is organized directly between you and the seller — CardNexus does not yet have a built-in return system. | You ship items back |
How Long Does It Take?
| Stage | Timeline |
|---|---|
| Seller’s first response | Up to 2 business days |
| Negotiation rounds | Varies — depends on how quickly both parties respond |
| Auto-escalation (no seller response) | After 2 business days |
| CardNexus team review | We aim to resolve escalated disputes as quickly as possible |
Business days means weekends are excluded. If you open a dispute on Friday, the seller’s 2-business-day window runs through Tuesday.
When Will I Get My Refund?
Once a dispute is resolved in your favor (full or partial refund):
- The refund is processed back to your original payment method
- Depending on your bank or card provider, it typically takes 5–10 business days to appear in your account
- You’ll receive a notification when the refund is initiated
Tips for a Smooth Resolution
- Respond promptly to seller proposals — the faster you engage, the faster the dispute resolves
- Be clear about what you want — let the seller know what outcome would work for you
- Keep communication on the platform — this ensures the CardNexus team has full context if the dispute escalates
- Upload additional evidence if you have it — the more documentation, the better
Related Articles
- Reporting a Problem — how to open a dispute
- Returns — how returns work when there’s no built-in system yet
- How CardNexus Protects Buyers — all the protections built into the platform