Dispute Resolution & Buyer Protection

Kalluu Team Updated May 4, 2026 3 min read

#dispute#resolution#buyer protection

What to do when you and the seller can't agree on a resolution.

When to Open a Dispute

Open a dispute when:

The seller hasn't responded to your refund request within 48 hours

The seller denied your refund but you believe it's unfair

Your order hasn't arrived after the maximum estimated delivery date

The item arrived significantly different from its description

1. Go to Orders and find the relevant order

2. Click "Open Dispute"

3. Explain your situation with details and any evidence (photos, messages)

4. Submit for Kalluu review

Once you open a dispute:

1. Kalluu reviews all communication between you and the seller

2. We may ask for additional information from both parties

3. A resolution specialist makes a decision within 3-5 business days

4. Both parties are notified of the outcome

If you're unsatisfied with the initial resolution, you can request a second review. Our senior team will re-examine the case.

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