What happens when a Deal goes wrong

If an item has not arrived, does not match the agreement, or agreed work has not been delivered, use the Dispute path in your Deal. Explain the concern while the affected amount is still protected and within the applicable review or Dispute window.

A message in a separate conversation is not the same as opening a Dispute. Check the deadline shown in SHYLDA and take the required action there. Once funds have been released, that release cannot be reversed through a new Dispute.

An active Dispute pauses ordinary release while the concern is addressed. Buyer and Seller work from the recorded terms, the delivery or work evidence, and the timeline. Opening a Dispute does not automatically decide that either side is right.

For example, if a parcel contains one item but the Deal records two, explain the missing quantity and attach clear photos of what arrived. The useful question is how the delivery compares with the accepted agreement.

• State what was agreed and what happened differently.
• Provide relevant photos, videos, delivery proof, or work files.
• Keep the conversation and proposed next steps in the Deal.
• Respond to requests for evidence or a proposed resolution.

A return follows the conditions accepted for that Deal. Check whether the reason is covered, the condition the item must be in, when it must be sent, and who is responsible for transport. A change-of-mind request is not automatically included in every Deal.

Do not send the item to an address supplied in an unrelated message and assume the Deal will recognise it. Follow the agreed return steps and record the requested evidence. Where an item return is required before value is returned, a promise to send it is not enough.

The available outcome depends on the accepted agreement and the resolution recorded in the Deal. A Dispute is a path to address the problem, not a promise of an immediate return of funds.

Create a Support Request if you need help understanding the next step or if the participants cannot move forward. SHYLDA can help organise the context and offer a neutral recommendation.

Support does not choose a winner or independently authorize a release or return of funds. Outcomes must follow the predefined agreement or a participant agreement recorded in the Deal. Waiting longer or sending repeated Support Requests does not itself decide the outcome.

Keep responding through the Deal and follow the applicable next steps. If the concern arises after release, support can still explain the available assistance, but it cannot promise to reverse released funds.