How disputes and refunds work
Most issues between shoppers and organizers resolve with a direct message. If that does not work, FindA.Sale has a dispute process. Here is how it works for both sides.
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When to file a dispute
File a dispute if:
- An item was significantly not as described — wrong condition, missing parts, major damage not shown or mentioned in the listing
- A hold was active and confirmed but the item was not available when you arrived for pickup
Do not file a dispute because:
- You changed your mind about the item
- The price felt too high in retrospect
- An item was accurately described but not what you expected
If the organizer's sale clearly states "all sales final" and the item was accurately described, FindA.Sale cannot override that policy. Final sale policies are enforceable when the listing was accurate.
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Message the organizer first
Before filing a formal dispute, send the organizer a message through the sale detail page. Most issues — a hold mix-up, a missing item, a condition question — get sorted out in one or two messages. Organizers who care about their reputation will respond quickly and make it right.
If you do not hear back within 24 hours, or if the response does not resolve the issue, proceed to a formal dispute.
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How to file a dispute
- Open the sale detail page for the transaction in question.
- Tap **Report Issue**.
- Describe what happened. Include specifics: what the listing said, what you found at pickup, what you expected versus what occurred.
- Submit.
You will get a confirmation that your dispute was received. The FindA.Sale team reviews it within 48 hours.
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What happens after you file
FindA.Sale contacts both the shopper and the organizer to understand what happened. Both sides can submit information. The team makes a determination based on the listing, the communication record, and the evidence provided.
You do not need to follow up repeatedly — the team will reach out if they need more information.
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What refunds look like
**Purchases processed through FindA.Sale payments:** If a refund is approved, it goes back to the original payment method within 3–5 business days. FindA.Sale initiates the refund — you do not need to contact your bank.
**Cash transactions:** FindA.Sale cannot process a cash refund directly. If the dispute is resolved in your favor, FindA.Sale will facilitate a resolution with the organizer, but cash refunds are handled between the shopper and organizer. The platform can document the outcome and flag the organizer's account if they do not follow through.
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For organizers: how disputes affect you
If a shopper files a dispute against one of your sales, FindA.Sale will contact you with the details. Respond promptly and factually. Provide the listing screenshot, any communication you had with the shopper, and your account of what happened.
Organizers with repeated unresolved disputes or patterns of inaccurate listings risk account review. One legitimate dispute handled well rarely affects your standing. A pattern of them does.
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Common questions
**Is there a deadline to file a dispute?** Yes. Disputes must be filed within 7 days of the sale close date or within 7 days of the scheduled pickup, whichever is later.
**Can I dispute a sale that happened outside FindA.Sale?** No. FindA.Sale's dispute process only covers transactions that went through the platform. Cash deals made outside the app are between the buyer and seller directly.
**What if I disagree with the outcome?** You can appeal once by replying to the dispute resolution email with new information or evidence you did not include initially. Appeals are reviewed by a different member of the team. The appeal decision is final.
**Does filing a dispute affect the organizer's rating?** Filing a dispute alone does not change their rating. After the dispute is resolved, you still have the option to leave a review for the sale. Your review — accurate and honest — is separate from the dispute outcome.
**Can an organizer file a dispute against a shopper?** Organizers can report shoppers who do not show up for confirmed holds or who engage in abusive behavior. This is handled through the organizer's hold management tools and the report option on the shopper's hold record.
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Related guides
- [How organizer reputation works (and why you can trust ratings)](/guides/organizer-reputation)
- [Build your reputation as an organizer](/guides/build-organizer-reputation)
- [Manage holds: approve, extend, cancel](/guides/manage-holds-approve-extend-cancel)