Order not right? Report it.

If the item is wrong, damaged, missing or different from the listing, do not confirm receipt or share your delivery PIN. You can ask the seller about the issue, but report an unresolved problem promptly.

Sharing your delivery PIN after inspection releases funds to the seller’s wallet. If no PIN is shared and no dispute is opened, funds are automatically released three days after delivery.

1. Go to Orders and select the purchase.
2. Choose Report a problem.
3. Explain what went wrong and add clear photos or other evidence.
4. Check your account for updates and requests for more information.

Include your order reference, what the listing promised and what you received. Photos of damage, missing parts or a different item help explain the issue. Keep relevant messages and handover records.

Hide unrelated personal information. Support does not need your password, login code or delivery PIN.

Payment stays held while a dispute is open. Debelu reviews the available evidence from both sides and may ask for more details. The outcome and timing depend on the case; a report does not automatically mean a refund.

Read the decision and any next steps in your account. Where a wallet refund is approved, check your wallet and transaction record. A bank withdrawal is a separate step.

If you cannot open the order or believe important evidence was missed, contact support with the order reference and a short explanation.