Dispute Resolution

Overview

This page explains how order disputes are handled between buyers and sellers on Enat Market. For details on what's covered and how to report a problem, see our Buyer Protection page.

Who Can Open a Dispute

The buyer on an order can open a dispute if there's a genuine problem with that order, once the order has been marked delivered. Each order can have one active dispute at a time.

The Review Process

1. A dispute is submitted with a reason and description.
2. The order enters a disputed status, visible to both the buyer and the seller.
3. Our team reviews the order details, the dispute reason, and any information provided.
4. The dispute is resolved — either upheld, which may include a refund, or rejected if the issue can't be substantiated.

Sellers' Role

Sellers are expected to describe their items accurately, ship what was ordered, and package items to arrive safely. If a dispute is opened against one of your orders, we review the situation on its merits — this policy isn't automatically weighted toward either party.

Our Role

Enat Market reviews disputes as a neutral party. We aren't able to guarantee a specific outcome, but we aim to make fair, timely decisions based on the information available for each order.

Appeals

If you believe a dispute was resolved incorrectly, you can reach out through our Help & Support page with your order number and details, and we'll take another look.