What happens after a case is opened

Opening a case creates a permanent case reference and timeline. The next step depends on the issue and policy result.

Typical case flow

• The case records the order and issue snapshot.
• The seller or buyer receives a response request when needed.
• Either party can provide messages or permitted evidence.
• The case may resolve by agreement or move to staff review.
• Any refund, return, replacement or payout action is recorded in the timeline.

Your responsibility

• Read each update rather than relying only on email or WhatsApp.
• Complete required actions before the displayed deadline.
• Keep the item, packaging and evidence until the case closes.

View active cases