Something's wrong with my order
Updated 5 Oct 2026
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If you added buyer protection at checkout, you can report a problem with your order. Your payment stays on hold while we look into it.
When you can report a problem
The order must have buyer protection.
The order must be Shipped or Delivered.
You must report it before you mark the order as received, and within 3 days of delivery. After that, the payment is released to the seller automatically.
How to report a problem
Go to Orders and open the order.
Tap Report a problem.
Under What went wrong?, explain the issue, for example that the item doesn't match the listing or was damaged in transit.
Tap Submit report.
The order's status changes to Disputed, and the seller is notified.
What happens next
We review the order and may ask you and the seller for more information.
We decide where the held payment goes.
If we find in your favour, the order is cancelled and you're refunded to your Yews wallet. If we find in the seller's favour, the payment is released to the seller.
Our decision on where held funds go is final as far as Yews is concerned, but it doesn't affect your legal rights against the other party.
If you paid partly with Yews Points, a refund returns those points to your points balance. The rest is refunded to your wallet.
No buyer protection?
If you switched buyer protection off at checkout, you can't report a problem or open a dispute on that order. You can still message the seller, or contact support.
Other problems
The seller hasn't sent my order: message the seller first. A seller can cancel a paid order before it ships, which refunds you to your wallet.
A problem with a delivery or payment: contact support and choose the order.
See also What is buyer protection?
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Still need help?
Our team usually replies within a day. You can also email support@yews.co.za.