DialedN's Dispute & Case System

DialedN’s Case System

Although DialedN is not directly involved in a transaction between a buyer and a seller, we provide a case system in the unlikely event that your order does not go as expected and you are unable to reach a resolution with the seller. If you experience an order issue, the first thing you must do is contact the seller by selecting “Contact Seller” within the Orders section of your account. Sellers should be given 48 hours to try to resolve the issue. After this period, you can use DialedN’s case system to file a claim and alert DialedN of an unresolved order issue in the event of non-delivery, late delivery, damage, or if an item you receive is not as described in the listing.

These issues may be covered by DialedN’s Assurance Program: GearGuard. Click here to learn more about cases and how to open a case and your eligibility for opening a case. DialedN will decide, in its sole discretion, if a transaction is granted eligibility under the DialedN GearGuard Assurance Program or not.

DialedN reserves the right to change, suspend, or discontinue the program at any time, for any reason, and we will not be liable to you for the effect that any changes to the program may have on you. You have no legal claim under the DialedN GearGuard Assurance Program. In the event that DialedN does not refund you, this will not affect your claims against the seller from whom you purchased. Your legal rights remain intact.

By using DialedN’s case system, you understand that DialedN may use your personal information for the purpose of resolving disputes with other members. If you choose a refund as your preferred resolution, keep in mind that DialedN only allows on-platform refunds for a period of 180 days post-transaction. After this 180 day window has elapsed, DialedN cannot support on-platform refunds for your order. However, you may still communicate directly with the seller to come to an off-platform resolution. Refunds issued by DialedN will be in your original form of payment, and if such payment is not available, a DialedN credit will be issued.

GearGuard: DialedN's Assurance Program

In many cases, order issues can be resolved directly with the seller, or items can be returned according to the seller’s return policy. However, we believe that you should always get the item you ordered or get your money back, so when those expectations aren’t met, DialedN will step in to support you. Buyers may receive a full refund for purchases that never arrive, arrive late, arrive damaged, or do not match the listing description.

If an order does not meet the following expectations, you may receive a full refund, including all taxes and shipping costs.

  • Items are delivered, and arrive when expected. Items should be shipped within the seller’s stated processing times, and delivered to the address provided by the buyer, at the time of purchase on DialedN, by the estimated delivery date window. Updates to processing times or shipping address through Messages or other informal channels will not qualify for DialedN's GearGuard Assurance program. Please note that if an item was shipped and has a tracking number, you may be able to open a shipping carrier claim by directly contacting the shipping carrier. Items that arrive late due to forces outside the seller’s reasonable control, such as a carrier strike, natural disaster, war, civil unrest or similar force majeure event, as determined by DialedN in its sole discretion, do not qualify for DialedN’s GearGuard Assurance Program.
  • Items arrive undamaged, and are packaged to withstand handling in transit.
  • Items match the listing description. Items received should not be significantly different from the listing description or photos. We may ask the buyer to provide us with documentation to demonstrate that the item is significantly different. Here are a few examples of qualifying scenarios:
    • The item received is a different color, model, version, or size.
    • The item has a different design or material.
    • The seller failed to disclose that an item is damaged or is missing parts.
    • The buyer received the incorrect quantity of items (e.g., the buyer purchased three items but only received two).
    • The item was advertised as authentic but is not authentic.
    • The condition of the item is misrepresented (e.g., the item is described as new but is used).

If DialedN determines that the above expectations are not met, either DialedN or the seller will be required to refund the order, including original shipping and return shipping. Depending on the case specifics, and whether a return is requested, DialedN may refund the return shipping cost in the form of an DialedN Credit. For more information about DialedN Credits, please click here.

Some exclusions apply, subject to DialedN’s internal review. Eligible buyers must have a registered account on DialedN in good standing (that means you're not violating any of DialedN's policies). Abuse of this program could result in program exclusion, account suspension or termination, at DialedN’s discretion.

Ineligible Transactions

Unless required by law, some disputes don’t qualify for DialedN’s case system. These include:

  • Items that have been altered, used, worn, washed, or discarded after receipt.
  • Items that are returned without a return agreement.
  • Items that are accurately described but don’t meet a buyer's expectations.
  • Cost of shipping disputes.
  • Items that are purchased in person.
  • Transactions where payment is not processed by DialedN Payments, for example in an offsite transaction.
  • Disputes covered by local warranty or return laws applicable to a seller or their product

Wherever a qualifying case is escalated for DialedN’s review, we will evaluate the claim to the best of our ability. Please be prepared to supply additional documentation if requested.