Dispute and Protection Terms

The Language of Resolution

When something goes wrong with a transaction, a specific set of terms comes into play. These terms describe the process, the possible outcomes, and the statuses a dispute can pass through. Understanding them helps both buyers and sellers follow what is happening and what it means.

Dispute Terms

Dispute. A request for Bukiia to review a problem with an order. A dispute is raised through the Raise a Dispute button on the order details page.

Buyer Protection. Bukiia's transaction protection process for eligible purchases. It applies to eligible transactions paid through the designated Bukiia payment process and is based on evidence and policy rather than an automatic refund guarantee.

Dispute Statuses

Return Required. A dispute status indicating that the buyer must return the product before the applicable refund can proceed.

Return in Transit. The returned product has been dispatched and is being transported to the seller.

Return Received. The seller has received the returned product.

Dispute Outcomes

Partial Refund. A refund covering only the affected part of an order or transaction.

Full Refund. A refund covering the applicable refundable amount of the transaction.

Replacement. The seller provides another product to resolve the issue.

Dispute Denied. Bukiia determines that the claim does not qualify or that available evidence supports the seller's fulfillment.

Mutual Resolution. Buyer and seller agree to an acceptable resolution that Bukiia permits.

Further Investigation. Additional evidence is required before a final decision can be made.

Seller Payout Hold

Seller Payout Hold. A temporary restriction on releasing seller funds while an applicable issue or dispute is being reviewed. A hold is not a verdict — it is a precaution that keeps funds available until the matter is resolved.

Why This Vocabulary Matters

Disputes can feel opaque to users who do not know the terms. Knowing what "Return Required" means, or understanding the difference between a hold and a denial, makes the process easier to follow and less intimidating.

These definitions are the language Bukiia uses when reviewing a problem. Understanding them allows both buyers and sellers to participate in the process with clarity.