How to open a dispute

If something goes wrong with your order, here's how to get help.

You can open a dispute if: the item didn't arrive, it's significantly different from the listing, it's damaged, or the seller is unresponsive.

Go to My Orders → select the order → tap 'Report Issue' or 'Open Dispute'. Describe the problem clearly and attach photos if possible.

Our team reviews the dispute, contacts both parties, and examines evidence. This usually takes 1–3 business days.

Possible outcomes include: full refund, partial refund, item return, or order completion. You'll be notified of the decision.

Understand how Dukan's escrow system keeps your money safe until you receive your item.

How disputes are investigated and resolved on Dukan.

Check the status of your order at any time.

Still need help?

If this article didn't resolve your issue, reach out to our support team.