Before you open one
Message the other person from the order page. A scratch, a wrong colour or a late parcel is usually quicker to put right in conversation, and a dispute is slower for both sides.
When you can open one
A buyer can open a dispute from the order page while the order is still open: during production, after it ships, after it arrives, or while custom work is waiting for approval.
Once an order is completed it can no longer be disputed. An order completes when the buyer approves it, or automatically when its review period ends, so do not approve an order until you are satisfied with it. The review periods are listed on How orders and payouts work.
What happens next
The order shows as disputed and the money stays held. Nobody is paid and nothing is refunded until the dispute is decided. Someone at PrintCommons reviews what happened and decides.
What we look at
The messages between you, the quote and the files, the shipping and delivery record, and any other evidence on the order. A carrier-confirmed delivery, and a signature on a high-value order, count for a great deal in a claim that an order never arrived. The delivery record is one thing we weigh; a person makes the decision.
How it can end
In the buyer’s favour
Resolved in the buyer’s favour. The payment is returned in full.
In the seller’s favour
Resolved in the seller’s favour. The order is complete and the funds release to them.
The seller reworks it
The seller will rework the order. Funds stay held until it is delivered again.
What helps
- Keep the conversation on PrintCommons, so it is on the order record.
- Attach photos or files to a message when something arrives damaged or wrong.
- As a fabricator, always add the carrier and tracking number when you ship.
- Say plainly what went wrong and what would put it right.
If you dispute the charge with your bank
A card dispute opened with your bank is a separate process that PrintCommons does not control. While the bank reviews it, the payout for that order is paused. Please contact us first: it is usually quicker, and it keeps your account in good standing.