How to Report a Problem With an Online Order
You have been waiting for your order, you open the parcel — and something is wrong. The necklace is broken, the colour is nothing like the photo, half the order is missing, or the tracking says delivered but nothing came. It is frustrating, but it is fixable, and the steps you take in the first hours make the biggest difference. This guide explains what to do the moment you find a problem, how to raise it with the seller, how to open a dispute on dapxop step by step, what happens after you do, and how refunds and returns work.
1. Act quickly: you have 48 hours
On dapxop, you can open a dispute for an order within 48 hours of it being marked as delivered. After that, the order can no longer be disputed through your account.
That is why it is worth opening and checking every parcel as soon as it arrives — ideally before the courier has left, and certainly the same day.
🔑 The key point
Open your parcel the day it arrives. The 48-hour window starts when the order is marked delivered, not when you get round to opening it.
2. What counts as a problem
Disputes on dapxop cover genuine problems with the order. When you open one, you choose from these reasons:
| Reason | What it means |
|---|---|
| Item arrived damaged | Broken, cracked, torn or otherwise damaged in transit or by poor packaging |
| Wrong item received | A different product, colour, size or variant from what you ordered |
| Item not as described | Materially different from the listing — materials, colour, size or undisclosed defects |
| Missing item(s) | Part of the order, or part of a set, was not in the parcel |
| Item not delivered | The order shows as delivered, but you did not receive it |
⚠️ Careful here
Changing your mind, disliking an item that matches its listing, or damage that happened after delivery are not covered by a dispute. Check the seller's own return policy on the product page for change-of-mind returns.
3. First: take photos of everything
Before you do anything else — before you throw away the box — take clear photos. Evidence is what makes a problem easy to resolve.
- The outer parcel, including the shipping label and any visible damage.
- The packaging inside, as you found it.
- The item itself from several angles, in good light.
- Close-ups of the problem — the crack, the stain, the wrong label, the missing piece.
- Everything that was in the parcel, laid out together, if something is missing.
- A short video of opening the parcel, if you can — especially for higher-value orders.
💡 Worth knowing
Keep the packaging and the item until the problem is resolved. You may be asked to return the item.
4. Message the seller
Many problems are solved fastest by the seller directly. Message them through the dapxop chat, explain what happened calmly and share your photos. Most small sellers want to put things right.
Keep the conversation in the dapxop chat rather than a private number, so there is a record — and so you stay protected.
"Hi, my order [order number] arrived today but the [item] is [damaged / the wrong colour / missing]. I have attached photos. Could you help me sort this out?"
📌 Watch the clock
Talking to the seller does not pause the 48-hour window. If the problem is not clearly on its way to being fixed, open a dispute before the window closes.
5. How to open a dispute on dapxop
If the problem is not resolved with the seller, or you want dapxop to review it, open a dispute from your account.
- 1. Sign in and go to Disputes & Refunds in your dapxop account.
- 2. Find your order under the orders you can still dispute. Each one shows how much time is left.
- 3. Choose Open dispute and select the reason that matches your problem.
- 4. Describe what happened in detail — what you ordered, what arrived and when.
- 5. Upload your photos and any other evidence.
- 6. Submit. You can follow the dispute and add more evidence from the same page.
💡 Worth knowing
If your order came from more than one shop, each seller's part of the order is handled separately, so you can dispute just the part with the problem.
6. What happens after you open a dispute
Once your dispute is submitted, dapxop asks the seller to respond with their side and evidence, usually within 48 hours. You and the seller each share your evidence privately with dapxop, and dapxop's team may ask either of you for more information.
The team then decides the outcome: a full refund, a partial refund (for example, when only part of the order was affected), or a decision in the seller's favour. You are notified in your account and by email.
| Stage | What happens |
|---|---|
| Opened | Your dispute is recorded with your evidence |
| Seller responds | The seller shares their side, usually within 48 hours |
| Review | dapxop's team reviews both sides and may ask for more |
| Decision | Full refund, partial refund, or in the seller's favour — you are notified |
7. Returns and refunds
If a refund is approved, dapxop will explain how to send the item back. The seller covers the return courier cost. Repack the item securely with everything that came with it.
dapxop's team then contacts you to arrange your refund to your bank account, Easypaisa or JazzCash. Full details are on the Returns and Refunds page.
8. If your order says delivered but never arrived
This is stressful, but it is often a simple handover mistake. Before opening a dispute, check quickly with family members, neighbours or your building's guard in case the parcel was handed to someone else, and look at the tracking details for who received it.
If it still cannot be found, message the seller and open a dispute with the reason "Item not delivered" within 48 hours of the delivery date shown.
9. Tips for a fast, fair outcome
Disputes resolve fastest when they are clear and calm.
- Be specific — say exactly what is wrong, with dates.
- Show, don't just tell — clear photos matter more than long explanations.
- Stay polite in messages to the seller and to dapxop.
- Respond quickly if dapxop asks for more information.
- Keep the item and packaging until the dispute is closed.
- Do not pay or agree anything outside dapxop — keep it on the platform.
The clearer your evidence, the quicker the decision.
10. Avoid problems next time
A few habits make problems rarer: read listings and measurements carefully, look at every photo, check the seller's reviews and return policy, and prefer shops that answer questions clearly. How to Spot a Fake Online Seller in Pakistan covers the warning signs, and Buyer Protection explains everything that protects your order.
This guide is part of Shopping From Small Businesses Online in Pakistan, the complete buyer's guide.
Shop small businesses with buyer protection on every order.
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Frequently asked
How long do I have to report a problem with a dapxop order?
You can open a dispute within 48 hours of the order being marked as delivered. Open and check your parcel as soon as it arrives so you have time to take photos and raise the problem.
What problems can I open a dispute for?
Item arrived damaged, wrong item received, item not as described, missing items, or item not delivered. Change of mind and damage after delivery are not covered by a dispute.
Should I contact the seller before opening a dispute?
Messaging the seller through the dapxop chat with photos often solves the problem quickly. But talking to the seller does not pause the 48-hour window, so open a dispute before it closes if the problem is not being fixed.
Who pays to return an item if my refund is approved?
If a refund is approved, dapxop explains how to return the item and the seller covers the return courier cost. Repack the item securely with everything that came with it.
How will I receive my refund?
If a refund is approved, dapxop's team contacts you to arrange it to your bank account, Easypaisa or JazzCash. The refund can be full or partial depending on the decision.
What if my order shows delivered but I did not receive it?
Check with family, neighbours or your building's guard, and look at the tracking details. If it still cannot be found, message the seller and open a dispute for 'Item not delivered' within 48 hours of the delivery date shown.