Dispute Resolution

A clear, fair process for when things go wrong.

Last updated: April 2026

Before raising a dispute

Always try to resolve issues directly with the other party through the swap messages first. Most issues are resolved faster this way.

Step 1 — Raise a Dispute

Disputes must be raised within 48 hours of the expected or actual delivery date. Late disputes may not be considered.

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 description of the issue
  • •Relevant message history (already visible to DropSwap)

Step 2 — Evidence Review

DropSwap will review:

  • •All messages exchanged between parties
  • •Photos and evidence submitted by both parties
  • •Tracking and delivery confirmation data
  • •Account and swap history

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

Step 3 — Decision Outcomes

Based on the evidence, DropSwap may:

  • •Release escrow to the receiving party (swap confirmed)
  • •Refund both parties (swap cancelled, no fault)
  • •Forfeit escrow from the party found in breach

Step 4 — Final Decision

  • •Decisions are final and binding within the platform
  • •No appeals unless a clear administrative error is identified
  • •DropSwap's decision does not affect your statutory rights under UK law

Important Notes

  • •DropSwap does not inspect items physically — decisions are based solely on submitted evidence
  • •DropSwap is not an arbitrator or regulated dispute resolution service
  • •Lack of evidence may result in a default decision against you
  • •Repeated abuse of the dispute process may result in account suspension