If there is an issue with a purchased item, the buyer can report a problem on the transaction detail screen. This must be done within 3 days of delivery. To open a dispute, the buyer should navigate to: Profile > Buying > Tap/Select the order > Tap "Report a problem," then follow the on-screen instructions.
Creating a dispute for the transaction will notify the seller of an existing issue. The buyer and seller should handle the dispute on their own within 5 days of the created dispute. If no agreement can be made in this time, the dispute can be escalated to HopUp support by either the buyer or seller. This can be escalated by replying to the email the buyer or seller received upon opening the dispute.
In the event that a dispute is escalated to HopUp support, we reserve the right to refund a buyer if a transaction is found to be in violation of our terms of service. Furthermore, HopUp is the final arbiter of escalated disputes.
Once a dispute is resolved between buyer and seller, the buyer should indicate this via the transaction detail screen. This should only be marked as resolved if the buyer is 100% satisfied with their order, as resolving the dispute pays the seller in full, and permanently closes the dispute. Only HopUp support can issue refunds or partial refunds.