Raising a Dispute

The Button That Opens the Process

On the order details page, two actions sit side by side: Confirm Delivery and Raise a Dispute. They represent the two ways a buyer can respond to an order. Confirming says the product arrived as expected. Raising a dispute says something went wrong and needs to be reviewed.

Raising a dispute is how a buyer formally notifies Bukiia of a problem and opens the path to resolution. It is a simple action — a single button — but it is the action that sets everything else in motion: the payout hold, the evidence review, and the investigation.

When to Raise a Dispute

Raise a dispute when 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 raise a dispute. Change of mind, finding a cheaper option, ordering the wrong item, or disputing a condition that was disclosed are not grounds for a dispute. Raising a dispute in these cases will not result in a refund and may be treated as an abuse of the process.

How to Raise a Dispute

To raise a dispute:

1. Open My Orders.

2. Select the affected order.

3. On the order details page, select Raise a Dispute.

4. Choose the appropriate reason.

5. Explain what happened.

6. Provide supporting evidence where requested.

7. Submit the dispute.

The process captures 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 Raise a Dispute

Once a dispute is raised, 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.

Raising a dispute 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.

Raising a Dispute Promptly

Disputes should be raised 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 action strengthens the record and the review.