Yomo Shop

Dispute Resolution Policy

Last updated: 10 May 2026

We want every transaction on Yomo Shop to end in a happy buyer and a paid seller. When something goes wrong, our dispute process is designed to be fair, fast and transparent.

1. When you can open a dispute

  • Buyers can open a dispute from the moment payment is taken until 48 hours after the order is marked Delivered.
  • Valid reasons: item not received, item not as described (INAD), damaged in transit, counterfeit, or missing parts.
  • Disputes cannot be opened solely for change of mind unless the listing offered returns.

2. How to open one

Go to Orders, pick the order, and tap Open dispute. Add a short description and photos where relevant. The escrow release is automatically paused.

3. Resolution steps

  1. Direct negotiation (48h): buyer and seller message in the order thread to agree a fix — replacement, partial refund or return for full refund.
  2. Yomo mediation (up to 5 working days): if no agreement, our support team reviews the evidence from both sides.
  3. Decision: Yomo issues one of — full refund, partial refund, or release of funds to the seller. Decisions are based on the listing, messages, photos and any tracking information.

4. Evidence we look at

  • Listing title, description, photos and condition at the time of purchase.
  • In-order messages between buyer and seller.
  • Carrier tracking and delivery confirmation.
  • Photos of the item received (date-stamped where possible) and packaging.
  • Any third-party authentication report for high-value items.

5. Possible outcomes

  • Full refund — buyer returns the item with tracking; once delivered to the seller, Stripe refunds the full amount.
  • Partial refund — buyer keeps the item; seller agrees (or Yomo decides) on a reduced refund.
  • Release to seller — claim not substantiated; escrow is released and the order is marked complete.

6. Fraud and abuse

Attempting to defraud the dispute system — for example, claiming non-receipt of a tracked-delivered parcel, swapping items, or fabricating damage — will result in account suspension, forfeiture of any funds held, and may be reported to the relevant authorities.

7. Escalation

If you disagree with a Yomo decision, reply to the case email within 14 days requesting escalation. UK consumers may also use an Alternative Dispute Resolution (ADR) provider or contact Citizens Advice for free, impartial guidance. Nothing in this policy affects your right to pursue a claim in court.

8. Contact

Dispute team: disputes@yomo.shop.