Trust & safety
Dispute resolution
If an order goes wrong, we step in. Here’s exactly how it works.
How to open a dispute
- Open the order from your orders dashboard.
- Click Report an issue and choose a reason.
- Provide details and any evidence (photos, screenshots).
- Our team reviews within 24 hours.
What we review
- The original listing and seller’s response history.
- In-app messages between buyer and seller.
- Delivery records (tracking events, photo confirmation).
- Your evidence and any seller response.
Possible outcomes
- Full refund — payment returned to your card.
- Partial refund — when the item is mostly correct but with disclosed faults.
- Return for refund — courier-arranged return.
- Dispute denied — payment released to seller if evidence supports it.
While the dispute is open
The escrow payment is paused — funds are not released to the seller until the dispute is resolved.
Need help now?
Email disputes@theplugcorner.co.za with your order reference.