If you’ve reported an issue with your order, then we might open a case for it. We’ll tag your order with ‘Case open’ until it’s resolved. 

Note: a case may be referred to as a claim or dispute in some Help Centre articles. 


What can I do with my case?

When you have an open case, you can choose one of these options.

1. Get help from support

Choose this if you have a useful update about the same issue, for example:

• New photos or documents
• Extra details
• An update on what has happened since your last message
• An answer to a question from our Customer Support team

Does adding more info create a new case?

If you’re providing info about the same issue, then it’s compiled into your existing case. This allows us to have all your info in one place so our team can quickly understand what’s happened and what still needs to be resolved.

Does adding more info mean customer supply will be slower to reply?


No, this actually helps our team manage your case more effectively. This way we can view the full history of the issue without splitting the conversation across multiple cases.

2. Close the case

Choose this if your issue has already been resolved and you no longer need support.

For example, you may have found a solution with the seller or decided the case no longer needs follow-up.

It’s important you close the case if your issue is resolved as this allows us to release your payment to the seller. 

3. Ask another question

If you have an issue that’s separate from your existing case then you can ask another question. For example, if your current case is about shipping and your new question is about payment, you may need a separate case.

You'll be able to manage your case from the Help Centre if you've reported an issue with your object not matching your expectations. Case management will be available for other issues soon.