Seller asks me to close a dispute before refunding
Do not close a dispute, confirm receipt or withdraw a complaint just because the seller promises a remedy. Check the effect with platform support, including whether reopening is possible, and keep the agreement in the case record. Verify the refund or replacement before recording resolution. Discuss supplier evidence with Cambridge China Bridge.
Pause before changing the order or claim status
Save the seller’s request and the current order and dispute screens before clicking anything. Read the confirmation screen carefully. Do not confirm receipt of goods you have not received, or describe an unresolved problem as resolved. Ask platform support what the particular action would do to payment, dispute access and remaining deadlines.
Treat closing a dispute, confirming receipt, withdrawing a complaint and accepting a settlement as separate actions to check. Ask which action the seller wants and why it is needed. For broader buying precautions, see using marketplaces safely.
Check whether the claim can actually be reopened
Open the platform’s current help pages through your account and ask support about your specific order and claim status. Ask whether voluntary closure allows reopening, a fresh claim or an appeal; which conditions and deadlines apply; and whether confirming receipt changes the claim window. Save the reply and relevant help-page wording.
Do not rely on the seller’s assurance that you can reopen later. Ask support what happens if the promised replacement arrives after the current deadline, never arrives or is faulty. Until the answer is clear, keep the case active and meet its displayed evidence, response and escalation deadlines. Ask for any extension to be confirmed in the case record.
Put the remedy and promises in the platform record
Ask the seller to record the proposal against the affected order and, where available, inside the dispute. Specify the refund amount and payment route, or the replacement specification, quantity, dispatch commitment and delivery address. Record responsibility for return freight, replacement freight and any proposed extra charges.
If discussions move to a call or private messaging, summarise them on the platform and ask the seller to confirm. A useful reply is: ‘Please record the remedy here and explain through platform support why closure is necessary. I will review resolution after the refund is received or the replacement is received and checked.’ Save copies locally. For screen-sharing requests, see our guide to screen sharing and refund requests.
Verify the remedy before recording resolution
For a refund, check your own payment account rather than a seller’s screenshot or promise. Match the received amount to the agreement and ask the payment provider about any pending status. For a replacement, check the goods against the recorded specification; dispatch confirmation and tracking alone are insufficient evidence of a satisfactory replacement.
Record shortages, damage or remaining faults promptly in the existing case. For a partial refund, identify exactly which goods and issues the settlement covers before accepting it. Read UK seller supply terms for the wider distinction between delivery, inspection and acceptance.
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Escalate pressure or a broken promise
If the seller insists on closure first, send support the request and ask for a way to process the remedy within the active case. If you have already closed it, contact support promptly, explain what you clicked and provide the seller’s promise. Ask about the available review route without assuming that reopening is possible. For separate payment-provider questions, see marketplace payments and card disputes.
Keep the order, case history, support replies and evidence of the outstanding loss together. Seek specialist legal advice early if the settlement wording or loss is significant; GOV.UK recommends getting advice as early as possible. For an unresolved claim against a UK seller, follow the complaint and court guide.
Frequently asked questions
Should I close a dispute to get a refund?
Keep it open while the refund is only promised. Ask platform support whether closure is necessary and what it changes. Verify receipt in your own payment account before recording resolution.
Can I reopen a closed marketplace dispute?
Check the current rules for your platform and case status with support. Ask about reopening, a fresh claim and appeals, including deadlines. Do not rely on the seller’s answer.
Should I confirm receipt before a replacement arrives?
Do not confirm goods you have not received. Ask support what the button means for this order and any remaining claim window. Record the replacement agreement on the platform.
What if I withdrew my complaint and the seller did nothing?
Contact support promptly with the closure record and seller’s promise. Ask which review options remain. Preserve the order, payment evidence and messages, and seek advice if the loss is significant.