Reporting a Problem

The First Step Toward Resolution

When something goes wrong with an order, reporting a problem is how the buyer formally notifies Bukiia and opens the path to resolution. It is a simple action, but it is the action that sets everything else in motion — the payout hold, the evidence review, and the investigation.

Without a report, there is no dispute, no review, and no resolution. The order simply remains unresolved, or proceeds toward completion. Reporting is how a buyer exercises the protection the platform provides.

When to Report

Report a problem whenever the transaction has failed in a way that falls within Buyer Protection. Common situations include:

• The product never arrived.

• The wrong product was received.

• The product is materially different from the listing.

• The product has significant undisclosed damage or defects.

• Quantity is missing.

• Major components or accessories are missing.

• The product is counterfeit or inauthentic, where the claim can be supported by evidence.

Equally important is knowing when not to report. Change of mind, finding a cheaper option, ordering the wrong item, or disputing a condition that was disclosed are not grounds for a dispute. Reporting in these cases will not result in a refund and may be treated as an abuse of the process.

How to Report a Problem

To report a problem:

1. Open My Orders.

2. Select the affected order.

3. Select Report a Problem.

4. Choose the appropriate reason.

5. Explain what happened.

6. Provide supporting evidence where requested.

7. Submit the dispute.

The process is designed to capture both the nature of the problem and the evidence supporting it. Choosing the correct reason matters, because it frames the review and helps Bukiia understand what is being claimed.

Explaining What Happened

The explanation should be clear, specific, and truthful. State what was expected, what was received, and how the two differ. Avoid exaggeration — an inflated claim is harder to support than an accurate one. Focus on facts: what the listing stated, what arrived, and what evidence demonstrates the difference.

If the problem involves delivery, include the delivery reference and any tracking information. If it involves condition, describe the specific defect and when it was noticed. If it involves authenticity, provide the identifiers or documentation that support the claim.

What Happens After You Report

Once a dispute is submitted, the seller's payout may be placed on hold while the matter is reviewed. Bukiia collects evidence, may contact both parties, and reaches a decision according to the applicable policy.

Reporting a problem does not automatically mean the buyer receives a refund, and it does not mean the seller is considered guilty. It means the transaction will be examined. That is the purpose of the process — to establish what happened and apply the relevant policy fairly.

Reporting Promptly

Problems should be reported as soon as reasonably possible, and within the applicable claim or review period displayed for the order. Delay makes it harder to establish when damage occurred, whether the product was used, or whether delivery actually took place. Prompt reporting strengthens the record and the review.