Our fair, transparent process protects both buyers and sellers
ShopXpress is committed to resolving disputes fairly and quickly. This policy outlines our process for handling conflicts between buyers and sellers, ensuring that both parties are treated with integrity.
Our Promise: All disputes are handled objectively based on evidence, platform policy, and applicable laws.
Buyer hasn't received the item despite payment and order completion.
Product received differs significantly from listing (wrong item, different condition, fake, damaged).
Item is defective, damaged, or of significantly lower quality than advertised.
Seller refusing valid returns or not processing refunds on time.
Unauthorized charges, double billing, or payment not received by seller.
Buyer opens a dispute within 30 days of delivery (or expected delivery date).
Buyer and seller have 7 days to resolve the issue directly through messaging.
If unresolved, parties submit evidence (photos, messages, tracking info, etc.).
Our dispute team reviews all evidence objectively and makes a decision within 5 business days.
Both parties are notified of the outcome and any refunds/actions are processed immediately.
If either party disagrees with the resolution, they can appeal within 3 days:
| Step | Duration |
| Open dispute (after delivery) | Up to 30 days |
| Direct resolution window | 7 days |
| Submit evidence | 2-3 days |
| ShopXpress review | 5 business days |
| Appeal period (if needed) | 3 days from decision |
100% Refund Protection: If we find in your favor, you get a full refund plus return shipping.
No Hidden Fees: Disputes are free to open and resolve.
Fraud Prevention: We investigate suspicious seller activity and suspend accounts when necessary.
Data Protection: All evidence and personal information is kept confidential.