1Document everything
If the item is not as described, do not pay for it. Take clear photos showing the differences and keep any evidence you have: screenshots of the original listing, your message history with the seller and, if the item was posted, the delivery documents.
2Contact the seller first
Before opening a dispute, contact the seller through TRUZH messaging to explain the issue calmly and ask how they would like to resolve it. Many sellers will offer a partial refund, replacement, or full refund without escalation. Give them a reasonable window to respond, typically within 48 hours.
3Opening a dispute
If the seller does not respond or refuses a fair solution, open a dispute from the order page, or report the listing with the Report button, and include your evidence. The TRUZH moderation team will review the case and mediate in accordance with our Terms & Conditions. TRUZH does not hold payments, so any refund comes from the seller. Your rights under consumer law are not affected.