After receiving the payment request, your buyer has a maximum of 14 days to pay for the purchase.
If you do not receive payment, you have the option of sending a payment reminder once 7 days have elapsed since the payment request was sent or since the previous reminder. You can also contact your buyer via the site messaging system.
If you have not received payment from your buyer or a response to your attempts to contact them and more than 14 days have elapsed since the request for payment was sent, we invite you to open a dispute.
A dispute is opened by default for an entire payment request (all the items in this request will be selected). If your dispute does not concern all the items in a payment request, you can of course uncheck them.
To open a dispute
- Go to the “My sold items” page
- Find the payment request related to the item(s) for which you wish to open a dispute, click on “More” next to this request
- Click on “Open a dispute”
- A new page is displayed. By default, the system selects all the objects linked to the payment request. Keep only the object(s) for which you want to open a dispute and uncheck the others
- In the drop-down menu under “Reason for the dispute”, choose "Payment not received"
This reason for dispute will only be present if you have previously marked the item as received - Enter a short explanation. If necessary add one or more images
- Click on "Open a dispute"
If after 7 days the buyer has not replied, you can ask for the sale to be cancelled and for your items sold to be archived. For more information, please consult the articles "Cancelling a sale" and "Archiving a sold item".
A dispute can remain open 90 days maximum after the close of the sale.