When to raise a dispute.

You should raise a dispute if:

• The materials received do not match the listing description.
• Items are damaged, missing, or incorrect.
• The seller or buyer fails to follow the agreed terms.
• Delivery or pickup issues cannot be resolved directly.

How To Raise A Dispute

• Do not mark the order as Delivered / Received
• Contact Build Mat Mart support via the "Contact Us" page in the help centre.
• Provide clear details of the issue.
• Send supporting evidence (photos, messages, etc)

Our team will review the case and guide the next steps.

How Disputes Are Reviewed

When a dispute is raised, we:

• Review messages and transaction details on the platform.
• Assess any evidence provided by both parties.
• Compare the issue against the original listing and agreed terms.

We aim to resolve disputes fairly based on the information available.

Resolution Outcomes

Depending on the situation, outcomes may include:

• Releasing funds to the seller.
• Refunding the buyer (full or partial).
• Requesting further information from either party.
• Passing information on to the police in the event of a suspected crime.

Payments During Disputes

If a dispute is active:

• Funds remain securely held in escrow.
• Payment will not be released until the issue is resolved.

Resolve Issues First

We encourage buyers and sellers to communicate and try to resolve minor issues directly through Build Mat Mart messaging before escalating.

Important Notes

• Always keep communication on Build Mat Mart.
• Do not confirm completion if there is an unresolved issue.
• Provide accurate and honest information during disputes.

Need Help?

If you’re unsure whether to raise a dispute, contact support and we’ll guide you through the process.