If the order does not match what was agreed, report it on the transaction before the review window closes. Reporting holds the transaction and starts a structured review instead of a release.
How to report
- 01
Open the transaction
Reports are recorded on the transaction itself, not by email.
- 02
Describe the issue factually
State what was agreed, what arrived, and the difference between them.
- 03
Attach what you already have
Photographs, the delivery record and any written agreement on the order.
- 04
Submit
The transaction moves to under review and settlement does not proceed while the report is open.
What happens next
The seller is notified and can respond. If more material is needed, the transaction moves to evidence requested with a stated window — see Submitting requested evidence. The outcome is recorded on the transaction.
Timing matters
A problem must be reported while the review window is open. Once a transaction has reached settlement released, the review path for that transaction is closed.
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