Dispute only the damaged item, not the whole multi-seller order. The seller who sold that item is the first contact for the problem, and the marketplace is the next step if the seller does not resolve it or if the platform handles disputes centrally.
Do this in order:
- Check the order details and identify the exact seller, item line, order number, and tracking number for the damaged item. In split orders, the other sellers are usually separate cases, even if you placed everything in one checkout.
- Take clear photos before you use, repair, or throw anything away:
- the damaged item
- the outer packaging and inner packing
- the shipping label or tracking label
- any visible damage to the box
- Contact the seller for that specific item and say:
- the item arrived damaged
- you want a refund, replacement, or other remedy for that item only
- the order number, item name, and photos are attached
If the order page shows separate seller entries, use the message or claim option tied to the damaged seller’s item. If the marketplace groups several items under one order number, make sure you choose the damaged product line, not the full order, so the other items are not included by mistake.
If the seller does not respond or refuses to help, open a dispute with the marketplace for that damaged item. Include:
- the marketplace order number
- the seller name
- the damaged-item line or item ID
- photos of the damage and packaging
- the seller’s reply, if you already contacted them
This matters because the marketplace can usually see which seller fulfilled which item, and a mixed order often needs item-by-item handling. If the damage looks like shipping damage, the carrier may also matter, but you normally still start with the seller and the marketplace because they are tied to the sale. If the marketplace asks for a carrier reference, use the tracking number shown for that parcel.
Do not return or send back the other items unless the seller or marketplace specifically asks for that. A common trap in split orders is treating the whole delivery as one dispute when only one seller’s item is affected.
If you paid by card or another payment method with a chargeback or payment dispute process, use it only if the seller and marketplace route does not solve the damaged-item claim. If you go that route, use the same evidence and keep the timelines from your card provider or payment service, because those rules vary.
Practical tip: Keep one folder with the damaged item’s photos, order line, seller name, and tracking number; in split orders, that exact match is what prevents the dispute from being linked to the wrong seller.
