What happens after I open a dispute?

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Help Center / Dispute Process

What happens after I open a dispute?

Last updated on Dec 22, 2025

Once you submit a dispute, our structured resolution process will guide you through to a final outcome. Here’s a clear breakdown of each step:

Step 1: Submit your dispute with details and evidence

After clicking “Open dispute” on your order, you will be prompted to:

Select the reason for your dispute (e.g., “Cosmetic defects,” “Quantity mismatch,” “Material mismatch”).

Choose your preferred resolution option (e.g.,Refund Only,Redo,Keep in repair,Optimize the 3D files,Others).

Fill in a detailed description of the issue (include specific details like dimensions, material types, or damage location).

Upload supporting evidence (click “Browse” to add photos, annotated drawings, or test reports; use “Add Video” for unboxing or defect footage).

Submit the dispute request once all information is complete.

Step 2: Our After-Sales Department reviews and negotiates

Our After-Sales team will review your dispute and evidence within 1–3 business days.

We will contact you (via email or platform message) to clarify details or propose a resolution (e.g., full/partial refund, free re-manufacture, or compensation).

You may negotiate with our team to reach a mutually acceptable solution—we aim to address your concerns fairly and efficiently.

If you agree to the proposed solution, confirm your acceptance to finalize this step.

Step 3: Dispute closure and post-resolution options

If you accept the solution: The dispute will be marked as “Resolved,” and we will implement the agreed-upon outcome (e.g., process your refund, start re-manufacturing parts) within 3–5 business days.

If you disagree with the outcome: If our Case Management Team closes the dispute and you are not satisfied, you may appeal by contacting us at Service@justway.com within 15 days of the closure. Include your dispute ID, order number, and additional evidence to support your appeal—our team will re-review your case and respond within 3 business days.

Key Notes:

You can track the status of your dispute at any time via “My Orders” > “Refunds & Disputes”

We will update you via email at every stage of the process—please check your inbox (including spam folders) regularly.

For urgent disputes (e.g., time-sensitive orders), contact your sales representative or use online chat to escalate the request.