Dispute resolution
If something goes wrong with an order — item not as described, not received, or suspected counterfeit — ScentSell's dispute process protects both buyers and sellers with a structured resolution pathway.
When to open a dispute
Open a dispute if:
- The item is significantly different from the description or photos
- The item has not arrived and tracking shows no movement
- You suspect the item is counterfeit (see Counterfeits guide)
- The seller is unresponsive after purchase
Try messaging the seller first for minor issues. Many problems (e.g. a slight fill discrepancy) are resolved quickly with direct communication.
Dispute window
You have 7 days after delivery to open a dispute. After 7 days, the order is considered accepted and disputes cannot be opened.
If 17track shows delivery but you haven't received the item, open the dispute immediately — don't wait.
How to open a dispute
- Go to Dashboard → Orders
- Click the order in question
- Click Open Dispute
- Choose the dispute reason from the dropdown
- Upload any supporting evidence (photos, screenshots, tracking details)
- Submit
The dispute process
| Stage | Timeframe | What happens |
|---|---|---|
| Dispute opened | Immediate | Order status freezes. Automatic payout release is paused. |
| Admin review begins | Within 24 hours | Admin is notified and reviews submitted evidence |
| Seller response | 48 hours | Seller has 48 hours to submit their response and evidence |
| Admin mediates | Within 48 hours of seller response | Admin reviews all evidence and makes a decision |
| Resolution | Varies | Refund, replacement, or seller upheld |
Possible outcomes
| Outcome | What it means |
|---|---|
| Full refund to buyer | Item is returned (if required) and buyer receives full refund including shipping |
| Partial refund | Used when the item has minor issues but is still usable |
| Replacement | Seller sends a correct item (rare, used for wrong-item disputes) |
| Seller upheld | Evidence supports the seller's description; dispute closed |
Admin's role
ScentSell admin mediates but does not take sides. Both parties have equal opportunity to submit evidence. Admin's decision is final and binding. The decision is communicated to both parties via email and in-app notification.
Escalating to Stripe or your bank
If you are unsatisfied with admin's decision, you can initiate a chargeback through your credit card provider or bank. Note that chargebacks bypass ScentSell's process entirely and are handled by Stripe's dispute team. Chargebacks that are found to be fraudulent (e.g. you received the item as described and initiated a chargeback anyway) may result in account suspension.