How long does dispute resolution take?

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Help Center / Dispute Process

How long does dispute resolution take?

Last updated on Dec 22, 2025

The timeline for dispute resolution depends on the nature of the issue, the evidence provided, and whether mutual agreement is reached quickly. Below is a clear breakdown of typical processing times:

1. Initial Review (1–3 Business Days)

After you submit a dispute with complete evidence (photos, drawings, receipts), our After-Sales team will review your case within 1–3 business days. During this period, we may contact you for additional details or clarification (via email or platform message).

2. Resolution Negotiation (3–5 Business Days)

- For straightforward issues (e.g., quantity mismatch, minor cosmetic defects): We will propose a solution (refund, replacement, re-manufacture) within 3 business days of review. If you accept the solution, the dispute will be finalized immediately.

- For complex issues (e.g., material/dimension mismatches, shipping damage with courier involvement): Negotiation and verification may take 5 business days (e.g., coordinating with couriers for damage claims, validating technical drawings).

3. Final Implementation (1–3 Business Days)

Once a solution is agreed upon:

- **Refunds**: Processed within 1–3 business days (funds typically appear in your payment account within 3–7 business days, depending on your bank/card issuer).

- **Re-manufacture/Replacement**: Production and shipping start within 3 business days (delivery time follows standard lead times for custom parts).

- **Courier claim support**: We will file the claim within 3 business days and update you on progress every 5 business days until resolved.

4. Special Cases

- **Appealed disputes**: If you appeal a closed dispute, our Case Management Team will re-review within 5 business days and respond with a final decision.

- **International shipping disputes**: Resolving courier-related issues (e.g., lost packages, customs delays) may take 7–14 business days due to cross-border coordination.

Key Notes

- You can track the dispute status in real time via the **Refunds & Disputes** section of your account.

- To speed up resolution, ensure you submit complete, clear evidence (e.g., annotated drawings for dimension issues, photos for damage) when opening the dispute.

- Urgent disputes (e.g., time-sensitive orders) can be escalated via online chat or your sales representative for priority processing.