When Disputes Arise

• Issues with shipping or delivery that remain unresolved

• The item received not matching the listing description

• Refunds, returns, or repairs being contested

Kapsule manages all communication with the customer during disputes. Vendors are never expected to contact customers directly.

How Escalation Works

Initial Resolution Attempt

• The customer contacts Kapsule Support with their concern

• Kapsule reviews the case and checks order details

• Vendors may be contacted only to supply supporting evidence

Escalation to Dispute

• If the issue cannot be resolved, the case is escalated internally

• The order is flagged in the vendor dashboard as “In Dispute”

• Vendors are notified and may be asked to provide documentation

Kapsule Review

• A mediator reviews all transaction details, listing information, and courier data

• Vendors may be asked for additional evidence (e.g., photos, shipping records)

• Customers are updated directly by Kapsule

Decision & Outcome

• Kapsule issues a binding resolution, which may include refund, replacement, or dismissal of the claim

• Funds may be held until the dispute is finalised

• Both parties are notified of the outcome by Kapsule

Timelines

• Vendor response to Kapsule requests: within 2 business days

• Dispute escalation: Must occur within the return or guarantee window

• Mediation review: Typically completed within 7–10 business days after evidence submission

• Final resolution: Communicated immediately, with actions (e.g., refund release) applied at once

Failure to provide evidence or respond to requests within timelines may result in decisions being made in the customer’s favour.

Evidence to Provide

Strong evidence supports your case and speeds up resolution. Vendors may be asked for:

• Order details (invoice, order ID)

• Photos of the product before shipping

• Courier and tracking confirmations

• Proof of packaging standards used

• Photos of returned items upon receipt

• Proof of refund, replacement, or repair offered (if applicable)

Incomplete or missing evidence reduces your chances of a favourable outcome. Always maintain accurate records of all transactions.

Best Practices for Avoiding Escalation

• Provide clear product descriptions and accurate photos

• Use tracked and insured shipping methods

• Keep detailed fulfilment records (order confirmation, courier receipts)

• Package items securely to avoid damage during delivery

Create an evidence folder for each order containing photos, invoices, and tracking details. This ensures you are prepared if a dispute arises.

FAQs

1. What happens if I don’t respond to a dispute request?
If you fail to provide evidence, Kapsule may decide in the customer’s favour by default.

2. Can I appeal Kapsule’s decision?
Decisions are final. However, clarification may be requested if new evidence emerges within a short timeframe.

3. Does Kapsule charge fees for mediation?
No. Mediation is included under the Kapsule Buyer Guarantee, but unresolved disputes may affect your vendor status.

4. How are refunds handled in disputes?
Refunds are processed directly by Kapsule. If ordered, funds are deducted from your vendor balance and credited to the customer.

5. Will multiple disputes affect my vendor account?
Yes. A high number of disputes can trigger account reviews, restrictions, or suspensions.

Related

• Kapsule Buyer Guarantee (Overview & Expectations)

• Returns & Refunds Process

• Inspecting Returns: Outcomes (Refund, Exchange, Repair)