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Help CenterDisputes & ReturnsReporting a Problem

Reporting a Problem

Sometimes things don’t go as expected — a card arrives damaged, the condition doesn’t match the listing, or a package never shows up. CardNexus has a structured dispute system to help you resolve these issues quickly and fairly.

When Can You Report a Problem?

You can open a dispute on any order that has been shipped or delivered. You have up to 30 days from the order date to file a dispute.

Order statusCan you open a dispute?
Awaiting ShipmentNo — the seller hasn’t shipped yet. You can cancel the order instead.
ShippedYes
DeliveredYes — you have 7 days after delivery before the order auto-completes
CompletedNo — the order has already finalized

Once your order is delivered, you have 7 days to inspect your cards and report any issues. After that, the order auto-completes and funds are released to the seller. Don’t wait — report problems as soon as you spot them.

How to Open a Dispute

  1. Go to Purchases and find the order in question
  2. Click Ask for Help
  3. Select one or more issue categories (see below)
  4. Describe what went wrong in detail
  5. Upload evidence — photos are strongly recommended
  6. Optionally, indicate your preferred outcome (this is just a starting point for the conversation)
  7. Submit your dispute

Issue Categories

CategoryWhen to use it
Wrong itemYou received a different card than what was listed
DamagedThe card was damaged during shipping
Missing itemsOne or more items from your order are missing
Not receivedYour package never arrived
Counterfeit or resealedThe card appears fake or the product was tampered with
Condition mismatchThe card’s condition doesn’t match what the listing described
OtherAnything else that went wrong

You can select multiple categories if more than one applies — for example, if some cards are missing and others are damaged.

Tips for a Strong Dispute

  • Record yourself opening the package — for expensive or large orders, film an unboxing video showing the sealed package, how you open it, and the cards inside. This is the strongest evidence you can have.
  • Take photos immediately when you open the package. Show the packaging, the cards you received, and any damage clearly.
  • Be specific in your description. “Card is damaged” is less helpful than “Top-left corner has a visible crease that wasn’t in the listing photos.”
  • Keep your evidence organized — clear, well-lit photos from multiple angles make a big difference.
  • Share evidence in the order chat — you can upload photos and videos directly in the conversation with the seller.

Evidence matters. Disputes with photos and videos are resolved faster and more accurately. If you’re reporting a condition mismatch, a side-by-side comparison with the listing photo is especially helpful.

What Happens After You Submit

Once you open a dispute:

  1. The order status changes to Dispute Open
  2. The seller is notified immediately
  3. The seller has 2 business days to review your complaint and propose a resolution
  4. You’ll be notified when the seller responds

From here, the resolution process begins — you and the seller work toward an agreement, with CardNexus stepping in if needed.

Next step: Learn how the full resolution process works in How Dispute Resolution Works.

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Tracking Your OrderHow Dispute Resolution Works