When to open a dispute?
You can open a dispute if the received item:
- Doesn't match the description or photos
- Is counterfeit
- Is damaged (and the damage wasn't mentioned)
- Never arrived
How to open a dispute
- Go to Profile > My Purchases
- Open the relevant order
- Tap "Report a problem"
- Take photos showing the issue
- Describe the problem
- Submit
Resolution process
- The seller receives a notification and has a set timeframe to respond
- The seller can accept the return or contest
- If no agreement, the Covy team arbitrates
- Covy makes a final decision based on evidence
Refund
If the dispute is resolved in your favor:
- The refund is issued to your original payment method
- The timeline depends on your payment provider
- You may need to return the item to the seller
What's not covered
- Change of mind: you can't return an item just because you don't want it anymore
- Normal wear described in the listing
- Minor color differences due to screens/photos
- Size doesn't fit if the size was correctly listed
Open your dispute before confirming receipt. Once receipt is confirmed, the seller is paid and a dispute is no longer possible.