Dispute Resolution
Fair Resolution
for Every Transaction
Our escrow system and dedicated Resolution Team ensure that neither buyers nor sellers lose out to bad-faith transactions.
98%
Resolution Rate
5 days
Avg. Resolution Time
MZN 2.4M+
Protected Monthly
How It Works
Open a Dispute
Within 7 days of delivery, go to My Orders, select the order, and click 'Open Dispute'. Describe the issue and attach photos if needed.
Seller Responds
The seller has 48 hours to respond with their account of the situation. Both parties can share evidence.
Mediation Review
If no agreement is reached, E-DAVINCI's Resolution Team reviews all evidence and makes a binding decision within 5 business days.
Resolution
Funds are released to the appropriate party based on the decision. Refunds are processed within 24 hours of resolution.
Frequently Asked Questions
How long do I have to open a dispute?
You must open a dispute within 7 days of the confirmed delivery date. After this window, funds are automatically released to the seller.
What evidence should I provide?
Photos of the item received, screenshots of product listing, delivery confirmation, and any communication with the seller. The more evidence, the faster the resolution.
Can a dispute decision be appealed?
Yes. Within 3 days of a resolution decision, either party can request a senior review by providing additional evidence not previously submitted.
What happens to funds during a dispute?
Funds remain in escrow throughout the dispute process. No money moves until the dispute is resolved.
What reasons qualify for a dispute?
Item not received, item significantly different from description, counterfeit or prohibited goods, damaged item, wrong item shipped, or seller fraud.