How do I open a trade dispute or escalate an issue?

We hope that most of the transactions completed on Z2U are satisfactory to both buyers and sellers. However, due to the large number of sellers and products, we still cannot prevent users from being dissatisfied with some of the transactions and service quality, and even triggering transaction disputes.

Z2U is constantly improving the complaint and dispute system, and strives to bring better solutions to every user who buys and sells on Z2U.

We found that most of the issues are raised due to miscommunication and can actually be solved quickly between buyer and seller if there is no misunderstanding. We highly encourage buyers and sellers to communicate through the Z2U chat system to solve the issue before escalating it. However, if the issue still remaining unsolved even you already communicated it several times, you can create a dispute case or escalate the case to Z2U service team to urge the seller to solve the problem.

1. You can click "Report Seller" under any order status to complain about the seller's behavior. But please make sure that the content of your complaint is true and valid. Fake complaints will affect your buying reputation on Z2U.

2. If the seller has marked the order as delivered(Order status turns to Wait for confirmed), but you believe that you have not received the products or received something that does not match the description. At this time, please do not confirm the receipt and select "After-sales service" on the right side. (Note: Usually)

After the after-sales service application is submitted, the current status of the case will be displayed at the top of your order details. Clicking "Show details" will take you to the Dispute Center(As known as Resolution Center) and show you the specific processing progress of the dispute case. You can respond to the case or cancel the case through the dispute center.

You can also directly view all disputes and complaints you have initiated or received by visiting the User Center → Order → Disputes or by visiting this link.

3. If you still cannot solve the problem through communication in the dispute center, or any party wants the Z2U service team to intervene in the case, you can choose "Escalate to Z2U". Upload the evidence that you believe can prove the other party's violation on the showing page. 

After receiving the application, the Z2U service team will give a ruling based on the evidence provided by both parties. Please make sure that the evidence you provide is true and valid. Our team needs around 30 days ( This time period may be extended depending on the complexity of the dispute) to conduct a full investigation of the dispute and make the final decision. If either party fails to provide corresponding evidence during the investigation period or refuses to cooperate with the investigation, we will mark the case solved in favor of the other party.

Warning：

Once the dispute case is closed by the buyer , it can no longer be opened again. Please don't close the dispute case accidentally or deliberately before your issues are resolved, otherwise we won't be able to help you with the refund or replacement for the item you purchased. Even if the seller asks you to close the dispute case before resolving your issues, you shouldn't close the dispute case and should contact Z2U official customer service to report the seller.

*Note: Generally, the effective dispute period is 180 days from the order's purchase date. After-sales disputes beyond this period will not be accepted. Please ensure that you initiate a dispute as soon as encounter an after-sales problem (or have contacted Z2U official service for related after-sales problems within the effective dispute period). For some annual subscription products, even if the service commitment period exceeds one year, the final limitation for accepting after-sales disputes will be one year. However, Z2U has the right to extend the dispute period according to specific circumstances.

If you have other information to report, please email to support@z2u.com !

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