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Buyers and Sellers may open a dispute on an order due to not agreeing with the amount of pay. More than often the dispute is opened when an order is cancelled, or an order is pulled by the Buyer.

Our Return and Cancellation Policy applies to all orders, and Buyers and Sellers are reminded of this policy at the time they take action of pulling, returning or cancelling an order.

Open and Closed Disputes | How to Resolve a Dispute | How to Close a Dispute

Open and Closed Disputes

1. Log into your UST account on the EZ Knock Marketplace portal.

2. Click on the Disputes tab at the top of your homepage.

   

3. You will see a list of Disputes; default showing is a list of Open disputes. You can see the corresponding order number and when the dispute was created. The Closed Disputes can be found in the next tab and will show the same information and resolutions.

   

How to Resolve a Dispute

1. Click on the blue highlighted dispute type on the order you wish to review/resolve. You will be redirected to a pay with information about the dispute. Depending on what initiated the dispute will determine what the highlighted text says. For example, it may say Order Cancellation instead.

Dispute information will be shown similar to the below image. Order information, how many attempts were made, the original price of the order, and Buyer's comments and offered pay.

2. Click on the Resolve Dispute button.

3. You will receive a pop-up allowing you to enter in the pay the Seller will receive and any comments about the reason of the resolution. Click Submit & Close Dispute once done.

4. After you have submitted your resolution for the dispute the dispute will move to the Closed Disputes tab. You can see your resolution on the dispute as well as other information.

How to Close a Dispute

If a Seller or Buyer advised they opened a dispute in error, and cannot close the dispute themselves (they do have this capability on their end), UST can close the dispute. This should only be used if you want to delete a dispute, not resolve it.

1. Click on the dispute you wish to close from the Open Dispute tab.

2. Click the Close button, you will receive a pop-up to confirm your choice, click Yes, continue to proceed with closing the dispute.

3. The order will continue with the status it left off in, and may require action from the Buyer or Seller. The dispute will not show in Closed disputes.