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Always contact the seller first to resolve any issues, or open a dispute here to request:

Return Goods: This option means you want to return the product and get a full refund.

Cancel Service: This option means you want to cancel the service and get a full refund.

Refund Only: This option means you are requesting either a full refund because you didn’t receive the item/service or a partial refund if you received the item/service but there are issues (without needing to send the item back).

  1. Describe the reason for your dispute such as “Non-receipt of the goods”, “Significantly not as described” etc. Provide details about the issue in the dispute form based on your evidence. You can add photos, videos, or other proof to support your case.
  2. Submit your dispute to Mobile Credits. You have 15-30 days, depending on the shipping method, to open a dispute from the date the order was marked as “Shipped” or “Completed” by the seller.

Communicating with the Seller

The seller plays an important role in ensuring a fair evaluation of the dispute. Their prompt response and submission of relevant information are considered by Mobile Credits.

Maintaining a courteous and firm stance often leads to smoother dispute resolution compared to hostile exchanges. The goal is to reach a win-win outcome. Here are some tips for responding to the seller’s messages during the dispute:

  • Keep communication polite and factual: Even if you’re frustrated, keep your responses professional and avoid aggressive language.
  • Address their points directly: If the seller raises questions about your evidence, provide clear explanations instead of ignoring the issues.
  • Suggest solutions: Offer reasonable alternatives like a partial refund to find common ground and show you’re open to cooperation.
  • Refer to Mobile Credits policies: Mentioning the site’s criteria on issues like description accuracy helps validate your dispute.
  • Thank them for quick replies: Positive reinforcement encourages ongoing open communication to resolve the problem.
  • Archive all conversations: Keep screenshots as a safeguard against potential changes in the discussion history during the review.

Waiting for and Receiving a Resolution

Most standard disputes are resolved within two weeks, but more complex cases with appeals may take up to a month. Proper communication and timely responses from both parties help ensure efficient dispute handling. The typical dispute resolution timeline is as follows:

  • Day 1: Buyer opens a dispute within Mobile Credits’ specified protection period (usually 15-30 days from order completion).
  • Day 2-7: Seller is notified and has five days to respond with their side of the story and evidence.
  • Day 8-14: Mobile Credits reviews the dispute details from both parties.
  • Day 15: Mobile Credits aims to reach an initial decision by this point.
  • Day 15-21: Either party can appeal the decision within seven days by providing new, strong evidence for reconsideration.
  • Day 22-30: Mobile Credits reviews any appeals and makes a final, binding ruling.
  • Beyond 30 days: The dispute is considered closed. The buyer should have received a resolution or another escalation step if still unsatisfied.

How Mobile Credits Mediates Disputes

Mobile Credits acts as a neutral third party, objectively evaluating the full circumstances of the case to facilitate fair outcomes.

Monitoring the Outcome

You can check and update the dispute status in the My Order section. After mediation, you might receive one of the following outcomes:

  • Full Refund: Granted if the item was never received, is significantly different from the description, or is counterfeit or faulty.
  • Partial Refund: Issued if the product has minor defects, part of the order was incorrect, or there were delivery delays outside the seller’s control.
  • Return and Refund: The item can be returned for replacement or repair, with the buyer responsible for return shipping costs. A refund is issued once the seller confirms the return.
  • No Refund: Denied if evidence shows the issue was due to buyer damage or misuse, the dispute was filed after the protection period, or tracking confirms timely delivery.

If You Disagree with the Resolution

  • You have 7 days to appeal the decision.
  • Provide new, strong evidence to support your case.
  • Mobile Credits will review the appeal and make a final decision.

Additional Options if Still Unsatisfied

  • Try negotiating directly with the seller one last time.
  • Contact Mobile Credits support to explain your view politely.
  • As a last resort, file a chargeback with your credit card company.
  • Leave appropriate public feedback on the seller’s storefront.

Tips and Best Practices

Following these best practices will help ensure your dispute is reviewed fairly. Effective communication, solid evidence, and timeliness are key.

  • Open a dispute as a last resort: Only file a dispute if you’ve tried resolving the issue directly with the seller through Mobile Credits messages but couldn’t reach an agreement.
  • Keep all communication within the Mobile Credits platform: All correspondence regarding the order and dispute should be conducted through Mobile Credits’ messaging system, rather than external channels like WhatsApp. This ensures a recorded history.
  • Be honest and accurate with evidence: Provide clear, truthful documentation like photos or screenshots to support your claims. Don’t alter or delete any details, as Mobile Credits may verify the authenticity of the evidence.
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