Raise a dispute on TuDu when an order has a delivery, quality, or description problem.
Raise a dispute if you did not receive your order, received the wrong or damaged item, or the product is materially different from the listing. Act promptly while funds remain in escrow or within the return window where applicable.
Open the order in Account, then My Orders. Select Report an issue or Raise dispute. Describe the problem clearly and upload photos, tracking screenshots, or other evidence. TuDu acknowledges your claim and notifies the seller.
TuDu reviews evidence from you, the seller, and the courier where relevant. Most disputes are resolved within three business days. Funds in escrow may be held until a decision is made.
Clear photos of the item and packaging, delivery timestamps, courier waybills, and messages describing the issue. Incomplete evidence may delay resolution.
Yes. Submit additional evidence through support within the appeal window stated in your decision email.
Escrow funds are held until TuDu resolves the case. You may receive a refund, partial refund, or release to the seller depending on the outcome.