1Document everything
If your item is not as described, do not confirm receipt. Take clear photos showing the discrepancies, keep the original packaging, and gather any evidence you have — the original listing screenshots, message history with the seller, and delivery documentation.
2Contact the seller first
Before opening a dispute, contact the seller through TRUZH messaging to explain the issue calmly and ask how they would like to resolve it. Many sellers will offer a partial refund, replacement, or full refund without escalation. Give them a reasonable window to respond — typically 48 hours.
3Opening a dispute
If the seller is unresponsive or refuses a fair resolution, open a dispute through your dashboard within the dispute window. Provide all your evidence clearly. The TRUZH moderation team will review the case and mediate a resolution in accordance with our Terms & Conditions and Spanish consumer protection law.