Sections
1. What is a marketplace dispute?
A dispute may involve a product that is materially different from its listing, a damaged or incorrect item, a payment or delivery problem, a return or refund disagreement, a suspected scam, or another serious transaction issue that requires review.
2. Start with the official support route
- Keep the relevant listing, order or transaction reference.
- Preserve messages, receipts, photos, videos and other useful evidence.
- Contact official Customer Service and explain the issue in clear factual terms.
- Follow any return, inspection, delivery or evidence instructions provided during review.
3. Evidence and review
Gadget Trade may review available listing information, account records, marketplace messages, transaction records, payment status, delivery information and other relevant evidence. Users should not alter or delete important evidence while a dispute is being reviewed.
4. Possible outcomes
- Clarification or correction of listing information.
- A return, exchange or refund where the applicable policy and transaction support it.
- A seller or buyer account or listing restriction where safety or policy concerns are confirmed.
- A request for additional evidence or inspection.
- Referral to a payment provider, delivery provider or competent authority where the issue is outside Gadget Trade’s direct control.
5. No automatic outcome
A dispute review is not an automatic finding against either party. Gadget Trade will assess the available evidence and applicable policy. Nova may explain policies but must not promise a particular legal, refund or enforcement outcome.
6. Review of an enforcement decision
If an account or listing is restricted, use the official appeal or Support route described in the Ban & Suspension Policy. Do not create another account to bypass an active restriction.