Dispute Resolution Policy

You may open a dispute if:

• You did not receive the item you paid for.
• The item received is significantly different from the listing description.
• The item is defective, damaged, or counterfeit.
• The seller did not fulfill agreed-upon terms (e.g., quantity, condition).

Disputes must be opened while the escrow is active — before auto-release (within 24 hours of delivery).

• Full refund to buyer — seller failed to deliver or item was misrepresented.
• Partial refund — item partially matches description; amount split fairly.
• Funds released to seller — dispute found in seller's favor.

All decisions are final unless new evidence is presented within 7 days of the resolution.

Strong evidence improves your chances of a favorable outcome:

• Photos/videos of the item received vs. the listing.
• Chat messages between buyer and seller about the transaction.
• Delivery proof — tracking numbers, delivery receipts, timestamps.
• Payment records — mobile money receipts or transaction IDs.

• Respond to disputes within 48 hours or the decision may default to the buyer.
• Provide proof of shipment/delivery when applicable.
• Cooperate with the mediation team in good faith.

• Open disputes in good faith — fraudulent disputes may result in account suspension.
• Provide clear, accurate evidence of the issue.
• Respond to mediation team requests within 48 hours.

Users who repeatedly receive disputes against them may face:

• Reduced trust score affecting marketplace visibility.
• Temporary restrictions on selling or buying.
• Permanent account suspension for severe or repeated violations.

Disputes cannot be opened for:

• Transactions completed outside of Dukan's escrow system.
• Buyer's remorse (changed your mind after purchase).
• Issues reported more than 7 days after escrow release.
• Amounts under UGX 5,000.

For urgent dispute matters, contact our resolution team at disputes@dukan.ug.

For general help, visit our Help Center.