Dispute Resolution

Disputes must be raised within 7 days of the expected or confirmed delivery date. Disputes raised after this window may be harder to review and may not be considered unless there is a good reason. This does not affect your statutory rights.

You must provide:

• •Clear photos of what was received (or evidence of non-receipt)
• •Your tracking number and proof of dispatch if you are the sender
• •A clear written description of the issue
• •Relevant message history (your swap thread is already visible to DropSwap)

DropSwap will review:

• •All messages exchanged between parties in the swap thread
• •Photos and evidence submitted by both parties
• •Tracking and delivery confirmation data
• •Account history and prior dispute record

Both parties will be contacted and given 5 days to respond and submit evidence. Failure to respond within 5 days may result in a default decision against you.

DropSwap will communicate its outcome to Stripe, which processes any resulting fund movement in accordance with Stripe's own terms and conditions. Possible outcomes are:

• •Both security holds released — swap confirmed complete by both parties
• •Both security holds cancelled or released — swap cancelled, no clear fault found
• •Relevant security hold captured or otherwise processed — following DropSwap's platform outcome communicated to Stripe, in cases of confirmed fraud or serious misconduct

DropSwap communicates outcomes to Stripe but does not itself hold or control funds. All fund movements are carried out by Stripe under its own terms and conditions.

• •Decisions are final for platform administration, account status, and communications sent to Stripe
• •You may contact support to query a decision if you believe a clear administrative error occurred
• •DropSwap's platform decision does not affect your statutory rights under UK law — you retain the right to pursue claims through the courts or other appropriate channels