Refunds & Disputes
Dispute resolution process
Open a Dispute
Click the "Open Dispute" button on your order details page within the warranty period.
Select Reason & Provide Evidence
Choose the dispute reason. Attach evidence such as screenshots and recordings.
Review Process
Our team reviews evidence from both parties. Review times depend on case complexity and current volume.
Decision
A decision is made: full refund, partial refund, or dispute rejected. All decisions are final.
Approved refunds are credited to your Zagrena wallet balance. Refunds are not issued directly to external payment methods (credit card, crypto). You can withdraw your wallet balance through the standard withdrawal process.
You'll receive a notification when a dispute is opened. You can submit your own evidence (chat history, screenshots, delivery records). Our team evaluates evidence from both parties to reach a fair decision.
- Full Refund, The buyer receives a full refund to their wallet
- Partial Refund, A portion of the payment is refunded based on circumstances
- Dispute Rejected, The dispute is resolved in favor of the seller
Dispute decisions are final. That said, if you believe there was an error or you have new evidence, contact our support team to request a secondary review.
For the complete refund policy, visit our Refund Policy page.
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