Document
Something wrong? Here’s your next step.
Keep the delivery PIN, record the problem and use the order’s dispute process.
1. Before confirming receipt
If the item is wrong, damaged, missing or does not match the listing, do not share your delivery PIN or confirm receipt. You can message the seller to clarify the problem, but do not delay reporting an unresolved issue.
Sharing your delivery PIN after inspection releases funds to the seller’s wallet. If no PIN is shared and no dispute is opened, funds are automatically released three days after delivery.
2. Open the dispute from your order
- Open Orders and select the specific order.
- Choose Report a problem instead of confirming receipt.
- Describe what happened and attach clear photos or other evidence.
- Check your account for review updates and respond when more information is requested.
3. Give the review useful evidence
Include the order reference, what you expected, what you received, and photos showing the issue. Keep relevant messages in the order chat. Avoid sending unnecessary personal information, passwords or codes.
4. While the dispute is open
Funds remain held while Debelu reviews evidence from both sides. Sellers should provide their own accurate order and handover details. Review outcomes depend on the evidence; opening a dispute does not guarantee a refund or a particular completion time.
5. Refunds and further help
If your dispute is approved, eligible funds will be returned to your Debelu wallet. Your account will show the result when processing is complete. A wallet refund is different from a bank withdrawal.
If you cannot access the order or need more help, contact Debelu with the order reference and a short description. Keep passwords and PINs private.