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Resolution

Disputes & Refunds

What to do when a purchase doesn't go as expected.

1. Try direct contact first

Before opening a dispute, message the seller in the order chat. Most issues are resolved in hours with a conversation.

  • 70% of disputes resolve in the first message with the seller.
  • Be specific: describe the issue with facts, not accusations.
  • Give a reasonable 24h window before escalating to a formal dispute.

Pro tip

Calm, objective messages have 2x the chance of a friendly resolution.

2. Open a formal dispute

If there's no agreement within 24h, open a dispute with screenshots, videos and a clear description. More evidence = faster resolution.

  • Attach EVERY piece of evidence: screenshots, videos, chats, receipts.
  • Cite the Terms of Service clauses that back your case.
  • Don't delete anything from the chat — moderation needs the full history.

Pro tip

Dated, numbered evidence carries much more weight than generic descriptions.

3. M9 team mediation

Our team reviews within 48h and decides based on evidence. The decision is final and the funds are released accordingly.

  • M9 team decisions are final and immediately enforced.
  • Refunds return via the same payment method used originally.
  • Bad-faith sellers can be banned without prior notice.

Pro tip

You can appeal once within 7 days if you bring new, relevant evidence.

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