Trouble opening a dispute (system error/eligibility). Solutions?

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Help Center / Dispute Process

Trouble opening a dispute (system error/eligibility). Solutions?

Last updated on Dec 22, 2025

If you encounter difficulties opening a dispute through our platform, please follow these steps to troubleshoot and resolve the issue:

Common Causes & Solutions

1. Dispute form contains invalid characters

The dispute form only supports English characters. If you receive an error related to text input:

Remove any non-English characters (e.g., Chinese, special symbols, accented characters) and non-standard punctuation from the form fields.

Ensure all descriptions, details, and notes are written in English using basic punctuation (commas, periods, colons).

2. Unsupported file type or file size issue

The dispute form only accepts specific image formats for evidence uploads:

Supported formats: .jpg, .jpeg, .bmp, .gif, .png

File size limit: 2MB per file

Unsupported formats: Word documents (.doc/.docx), Excel spreadsheets (.xls/.xlsx), PDFs are not allowed.

Troubleshooting tip: If you see a "Please add attachments" notification even after uploading files, try compressing the images (reduce file size below 2MB) and re-uploading. For video evidence, convert key frames to image formats (e.g., .jpg) before uploading.

3. Eligibility restrictions for dispute initiation

Disputes can only be opened for orders that meet the following criteria:

The order is in "Delivery" or "Completed" status (disputes cannot be opened for pending/production orders unless agreed by our team).

The dispute is initiated within 30 days of delivery (for quality/damage issues) or order completion (for quantity/mismatch issues).

You have not already closed the same dispute for the order.

4. System error or technical glitch

If the platform is unresponsive, displays error codes, or fails to load the dispute form:

Refresh the page and try again (clear your browser cache if the issue persists).

Use a different browser (Chrome, Firefox, Edge) or switch to incognito/private mode.

Ensure your internet connection is stable and try again later (system maintenance may occasionally cause temporary disruptions).

Final Resolution: Contact Your Sales Representative

If none of the above solutions work, you can initiate the dispute directly via email:

Send an email to your dedicated sales representative with the following information:

Your order number

Reason for the dispute (e.g., "Incorrect dimensions," "Shipping damage")

Detailed description of the issue

Supporting evidence (attach images in .jpg/.jpeg/.png format, max 2MB per file)

Our team will manually create a dispute on your behalf and notify you once it’s opened (you can track progress via your account’s "Refunds & Disputes" section).

Need Further Help?

If you continue to experience issues, use the website’s "Online Chat" button (bottom right) or contact our customer support team at Service@justway.com for immediate assistance.