Something is wrong with my order — what do I do?

If something is wrong with the item or the handoff, the buyer reports a problem from the deal screen. Do it before accepting: accepting is the buyer's statement that the item is as described, and a complaint after that is a manual case rather than an automatic reversal.

Reporting works while the money is still held — before acceptance, after a drop-off or handoff photo, or in answer to a no-show report.

The moment it is reported, every clock on the deal stops, the hold is re-parked so nothing completes or expires underneath the case, and the state of the deal is frozen as evidence: who had confirmed what, the agreed day, and the handoff photo with its recorded location. Scheduling is paused.

It becomes a thread both of you can see and reply to. Add anything that helps — photos, messages, what happened at the meetup. If there is something you would rather only the platform saw, use the private option on your reply.

The two of you can end it yourselves. If both sides propose the same outcome — cancel the sale, or release the money — that is what happens. Anything else waits for a person to look at it.

When a person decides, they read what both of you sent along with the pickup record from the time of the sale, and they say what they decided and why. Nobody can tell you in advance what the outcome will be or how long it will take.

Keep payment and messages on the platform. Money that moves outside it cannot be seen, protected, or stepped into if something goes wrong.