A buyer disputed my order — what are my 72 hours for?
A buyer disputed my order — what are my 72 hours for?
For creators with a Disputed order — how to answer, what your silence actually costs, and who decides.
You have 72 hours to reply. The notice says Reply within 72 hours. and the panel gives you the exact deadline: “Your reply is due by …”.
A disputed order shows Disputed with an amber card and a Respond button. The money stays in escrow throughout.
What you are answering
The Respond to the dispute sheet shows three things: What the buyer says, Your side, and Amount in escrow.
Under the buyer’s reason you may see what they asked for — a refund, for example — with the line: “The platform decides the outcome.”
What the buyer asked for is not what will happen. A partial refund can be asked for and cannot be granted on EVVA. EVVA decides the outcome, not the buyer’s request and not your answer.
How to reply
Afterwards the panel says: “Sent. The platform decides from here — your answer does not close the case.” And underneath: “Answering does not close this. The platform decides, and the money stays held until it does.”
What happens if you say nothing
The notice you see reads: “While a dispute is open the order’s funds stay in escrow. If you do not reply in time, EVVA reviews both sides and decides within 3 days — and may return the payment to the buyer.”
Read that as it is written. The 72 hours is your window to be heard. The 3 days is EVVA’s commitment to decide — a person reviews the case. Silence means the case is decided without your side of it, and losing it can cost you the whole sale.
Refunding it yourself
You can end a live dispute by refunding. Press Refund, then confirm with Send it back — or back out with Keep the claim open.
The confirmation says it plainly: the buyer gets the full amount back and the claim closes, and this cannot be undone. There is no partial refund.
What you see afterwards depends on what happened:
- “Refunded. The buyer has their payment back.” — done.
- “Refund sent. The buyer gets the money back once the payment clears.” — EVVA took it and the payment provider has not finished. The claim is still live and the money is still held until it does.
- “The refund did not go through. The claim is still open — try again.” — nothing moved. Trying again is real.
- “That claim is no longer open. Reloading your disputes.” — the case was decided or withdrawn while you had the screen open.
Changes requested is not a dispute
An order in Changes requested is a revision, not a claim. It has no reply deadline — the panel says so: “Answered by delivering again — this one has no reply deadline.” Press Deliver again.
Finding your disputes
The Disputes tab sits beside Orders and Offers on the Marketplace screen.
The Disputes tab reads the same list of orders as the Orders tab, a page at a time. If it says “No dispute on the orders loaded here”, that is a statement about that page, not about your account — page through Orders with Previous and Next to check the rest of your history.