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Quick answer

The best way to report a problem with an order is to contact the seller. Sellers manage their own inventory, orders, and return policies, and can help with most problems with your order.

How to open a case on GQ Markets

To open a case on GQ:

  1. Sign in to and go to Your account. On the GQ app, sign in and tap You
  2. Go to Purchases and reviews.
  3. Select Help with order next to the order you’re interested in. On the GQ app, tap the order you’re interested in, then tap Help with order under your order.
  4. Select Still need help?
  5. Select Yes, I want to open a case.
  6. Choose your reason for opening a case and select Next.
  7. Provide the supporting details for your case.
  8. Select Submit.

Before opening a case with GQ, you must contact the seller directly to resolve any issue. If you and the seller don’t come to a resolution after 48 hours, you can open a case for GQ to review.  Sellers manage their own inventory, orders, and shop’s policies, and can help with most problems with your order. 

GQ reserves the right to resolve an order issue before the 48-hour window for circumstances including, but not limited to, seller inactivity, harassment, refusal of service, manipulation, and undermining the integrity of the case system.

What can I open a case for?

There are two types of cases that you can open:

  • A non-delivery case: You place an order and submit payment, but don’t receive the item.
  • A not-as-described case: The item you receive is considerably different from the seller’s listing description and photos, or you didn’t receive all the items you ordered.

Contact the seller directly for any other problems with your order.


I don’t have the option to open a case with GQ

If you don’t see the option to open a case, you might instead see information that it is too early, too late, or a message needs to be sent to the seller. You may also have ordered as a guest.

You can report a problem to the seller at any time.

What happens after I open a case?

After you open a case, GQ Support will review your case before making a final decision.


How GQ mediates a case

After you open a case, an GQ Support agent will review the case and come to a decision. We’ll work with you and the seller to ensure that we have all the information we need to make a decision. Your agent will respond to the case in the case log. 

To resolve your case as quickly as possible, please provide all information that GQ requests in the case log. This may include photographs, measurements of items received, receipts, third-party evaluations, or anything else that we may need to resolve the case.

When GQ makes a final decision, both the buyer and seller must comply with GQ’s decision.

How long do cases last?

There is no set time frame for cases. Simple cases are often solved automatically, while complex cases can take several weeks. We want to help you solve your case as quickly as possible.

How to close a case

If you are satisfied with the resolution of your case, you can close it.

To close a case:

  1. On, go to Your account.
  2. Go to Purchases and reviews.
  3. Select View case next to the order you are interested in.
  4. Choose the case you want to close
  5. Select Close.

A case will close when:

  • The buyer closes the case.
  • The seller issues a refund in full or as detailed in their shop policies.
  • The item(s) is delivered in a non-delivery case.
  • The seller provides proof of dispatch or delivery for a non-delivery case.
  • The transaction qualifies for the Seller Protection Policy.
  • You’ve contacted your card provider or PayPal to dispute the charge.

We encourage you to keep your case open until it’s completely resolved.

How refunds work

GQ may issue a refund to the buyer from the seller’s payment account to resolve a dispute if:

  • An eligible transaction is completed using GQ Payments, GQ’s payment system.
  • The seller doesn’t qualify for Seller Protection.

If GQ determines that an item isn’t as described, the seller must refund the original postage, return postage, and the cost of the item.

Refunds processed by GQ can only be refunded within 180 days of the date of the transaction. After 180 days have passed, GQ is unable to support an on-platform refund for your order.

If you paid through PayPal, you’ll need to open a dispute with PayPal within 180 days of the purchase date if you’d like to request a refund. For more information about that process, please contact PayPal directly.

Third-party payment processors may have different policies. Please review the policies of the payment processor you used.

What if I disputed a charge or filed a chargeback?

If you filed a chargeback for an order or otherwise disputed a charge with your financial institution, the seller will not be able to issue a refund on GQ and you won’t be able to open a case. This is because only one method of credit can be issued.

You will need to contact the financial institution where the dispute was filed for further information about a credit. Financial institutions include banks, card companies, and PayPal, and usually pertain to the original payment method.

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