Dispute resolution process

How disputes are investigated and resolved on Dukan.

From your order page, tap 'Open Dispute'. Describe the issue, select a reason, and provide evidence (photos, screenshots, messages).

Both buyer and seller are asked to provide their account of the situation. All evidence is collected for review.

Our dispute team reviews all evidence, delivery records, and communication history. This typically takes 1–3 business days.

Possible outcomes: full refund to buyer, partial refund, funds released to seller, or item return requested. Both parties are notified.

If you disagree with the outcome, you can request one review within 7 days of the decision.

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

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

How Dukan detects and prevents fraud to keep the marketplace safe.

Still need help?

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