Dispute Resolution

When you pay for an escrow-protected order, that payment is held by Ajankara rather than sent straight to the seller. It's released to the seller once you confirm the order arrived as described — or automatically, 72 hours after the seller marks the order as sent, if you neither confirm it nor raise an issue (we notify you about 24 hours before). If the seller never sends the order, it's cancelled and refunded to you after 7 days instead. The full rules are in section 5 of our Terms of Service.

If something's wrong with an order — it never arrived, it's the wrong item, or it arrived damaged — open that order from your Orders page and raise a dispute. You'll pick a reason and add a description of what happened. Do this before the 72 hours are up, because once the payment has been released a dispute can no longer freeze it. Raising a dispute immediately pauses the order: the held payment is frozen and won't be released to the seller while the dispute is open.

An Ajankara admin reviews the dispute, which can include looking at the order details, delivery information, and communication between you and the seller. The outcome is one of two things:

• Refund — the held payment is returned to you.
• Release — the held payment is released to the seller, if the review finds the order was fulfilled as agreed.

You can track the dispute's status alongside the order's escrow history, which shows each step the payment has gone through — held, disputed, and resolved.

When you pay on delivery, you pay the seller in person and Ajankara holds nothing, so there's no escrow to freeze. The seller marks “Payment received” on the order and you're asked to confirm it. If you did not pay, or the amount is wrong, raise a problem on the order within 72 hours. That pauses the order, and an Ajankara admin reviews it, which can include the chat between you and the seller. The outcome is one of two things:

• The record stands — the review finds the seller was paid, the order is completed, and the seller owes Ajankara its usual commission.
• The record does not stand — the order is cancelled and no commission is owed.

If you do nothing within 72 hours, the seller's record stands. A seller who often records payments that buyers dispute, or who often closes orders without payment, can lose the ability to offer pay on delivery. The full rules are in section 6 of our Terms of Service.

Disputes are meant for genuine order problems, not price disagreements after the fact for “contact to arrange” listings, or buyer's remorse on an accurately-described item. Repeated bad-faith disputes, like repeated seller non-fulfilment, can affect an account's standing on Ajankara.

If you're not sure whether your situation qualifies, or a dispute has been open longer than expected, reach us at support@ajankara.com.